Talent Development and Service Manager

About the role

The Talent Development and Service Manager is responsible for developing, implementing, and managing learning, development, and service excellence initiatives that enhance team member performance, engagement, and guest satisfaction. This role partners with department leaders to identify training needs, support organizational development strategies, and foster a culture of continuous learning and exceptional service. The Talent Development and Service Manager facilitates New Hire Orientation, oversees onboarding and training programs, promotes service standards, and drives initiatives that support employee growth, retention, and organizational success.

Responsibilities

• Facilitates Caesars branded Welcome to the Empire new hire orientation program to include Company Policies, Diversity and Inclusion, Customer Service Training, and Responsible Gaming.
• Ensures all property benefit programs and perks are communicated in New Hire Orientation.
• Designs and conducts Personal and Professional Development offerings to employees and departments, conducting assessments and seeking input from employees to create most needed/desired courses.
• Facilitates Family Style Service lessons to employees as needed.
• Engages with Team Members and Leadership to obtain feedback.
• Oversees the administration of annual refresher and compliance training programs using the Caesars e-Learning Skillsoft program.
• Communicates with leaders to ensure required training completion percentages.
• Research and implement progressive and up-to-date training, facilitation, and presentation strategies using both traditional (i.e. classroom-based) and newer (i.e. virtual, immersion-based, and/or technology-inclusive) methods.
• Partner with Corporate Leadership team to develop and execute Leadership Development Curriculum, ensuring programs are executed with intent and delivered to the appropriate audience.
• Provide both high-level and granular service-related information supported by data to Sr. Leadership Team as well as the property population with the expectations of world-class service outcomes.
• Provide on-going strategic direction and tactical assistance to assist teams in delivering world class service to our guest.
• Develop and establish guest related call quality standards, protocols and measurements.
• Monitor overall guest experience feedback to track trends or opportunities for service improvement.
• Collaborate with departments for continuous improvement of guest experience
• Assist in the management of day-to-day office operations, including assisting employees and applicants directly with various HR-related questions and tasks.

Qualifications

• Bachelor’s Degree in Business Administration, Human Resources Administration or related field preferred.
• Minimum of one year in Human Resources or Training/Development preferred.
• College degree in Business or Human Resources preferred, but not required.
• HR, administrative, or comparable work experience preferred.
• Ability to initiate and engage in both written and verbal communication in both one on one and group settings.
• Ability to analyze operational reports; identify gaps in desired outcomes, draw conclusions and make recommendations for future actions
• Communicate values for great customer service in a way that inspires others to achieve superior performance
• Must be able to act professionally and always maintain confidentiality.
• Must have demonstrated ability to take initiative, solve problems, and offer effective advice at all levels of the organization.
• Must be able to read, write, speak, and understand English.
• Ability to speak Spanish preferred, but not required.
• Proficiency in Word, Excel, Outlook, and PowerPoint preferred.
• Ability to learn new technology and teach others preferred.
• Team player with excellent communication skills, customer service skills, and a strong commitment to success.
• Effective management