Operational Trainer

SUMMARY:

The Operational Trainer is a leadership team member responsible for supporting the development and delivery of training for all team members. The Trainer is an active training team member who will contribute and support the design and facilitation of hard and soft skills training sessions.  The Trainer will work under the guidance of the Assistant General Manager and closely with other Departments to effectively assess and hire team members.

The Trainer may also partner with all the Department Managers in coaching sessions. Their participation in these sessions is a key component in assessing whether changes should be made in our training plan.

Essential Duties and Responsibilities:

• Works diligently to support the service culture and team philosophy throughout the property.
• Acts as a role model to all team members, managers and always presents oneself as a credit to Sugar Creek Casino properties and encourages others to do the same.
• Conduct stand-up training for new and existing team members as well as training procedural updates for existing team members, managers on an ongoing basis.  This training should be scheduled when possible, during the hours the team members are normally scheduled to work.
• Collaborate with the General Manager, Assistant General Manager and Department Managers to actively encourage the advancement of team members through the skills enhancement training while respecting the commitment to Service Level.
• Prepare detailed documentation of training for use by all department team members as a “refresher tool” after they leave the classroom. This should include video where appropriate.
• Builds and maintains SOPs with a focus on classroom style training, enhancement training and “just in time” refresher training leveraging video content where possible. In addition to SOPs prepares detailed job.
• Maintains and frequently updates SOPs.
• Work extensively with individual agents and their team leaders to uphold established standards for customer service; ensure the highest possible degree of staff compliance with published quality standards.
• Partners with the Human Resources Manager to identify and analyze emerging trends in quality performance while assisting with the development of solutions for problem areas.
• Ensure prompt and discrete notification to management and/or the Human Resources Manager of any observation of illegal acts or internal ethics violation.

Supervisory Responsibilities:

This position carries the same Supervisory Duties is that of a Floor Manager. In order to know positions within the casino this employee must train and have knowledge at the level of a Floor Manager.  Must have same access as Floor Manager to able to train and fill in for a Floor Manager if needed.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Must be 21 years of age.
• Proficiency with basic MS Office software (e.g., Word, Excel, Power Point, Share Point, Outlook) is required.
• Excellent verbal and written communication skills
• Ability to coach at all levels to encourage improvement of change.
• The ability to observe key activities and trends on the Casino floor and articulate clear suggestions to best remedy problems, exploit opportunities, and reward outstanding performance.

• Proven ability to lead, direct, delegate and motivate others.
• Experience in a startup operation or in the casino/hospitality industry is considered a definite plus.
• Must have employment eligibility in the U.S.
• Must complete Title 31 requirements.
• Knowledge of gaming regulations.
• Excellent guest service and team member relations skills.
• Strong organizational and problem-solving skills.
• Possess active listening and leadership skills.
• Must be able to work independently or as a team player.
• Operate in mentally and physically stressful situations.
• Must maintain a professional appearance as outlined in the SCC Employee Handbook
• Ability to work all shifts including weekends, holidays, and overtime as needed.
• Must be able to read, write, speak, and understand English.
• Must be able to use an in-ear listening device for radio communication.
• Must have the ability to occasionally lift or move up to 50 lbs.
• Must be physically fit and able to stand and walk at a fast pace for long periods of time in a smoke filled, noisy environment with bright lights and dust.
• Must be able to work extensively with employees in a coaching, mentoring, training as well as a disciplinary capacity.

 Education and/or Experience:

• High School Diploma or GED required
• Minimum 2 years related experience within the gaming industry.
• Must be able to understand and write lesson plans for instructing employees.

Language Skills:

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of managers, employees, and customers.

Reasoning Ability:

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.

Certificates, Licenses, Registrations:

1. Requires experience in training, evaluating, and providing direction to assigned staff.

 

2. Must be able to obtain and maintain a gaming license.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to stand; walk use hands to finger, handle or feel; talk or hear; and taste or smell. The employee frequently is required to reach with hands and arms. The employee occasionally required sitting; climbing or balance; and stoop kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be able to communicate and work effectively with others to promote the best interest of the casino.

This establishment promotes a drug-free work environment.

 Reasoning Ability:

Ability to define problems, collects data, establish facts, and draw conclusions.  Ability to interpret an extensive variety of technical instructions. in mathematical or diagram from and deal with several abstract variables.

Other Skills and Abilities:

Basic analytical and deductive reasoning ability.  Must be competent in computer skills.  Must have superior interpersonal relations skills.  Must have superior planning and organizational skills.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Public Relations:

Important attributes of any employee of Sugar Creek Casino and Wichita and Affiliated Tribes, along with the official performance of duties, are personal appearance and public relations. Each employee is expected to make every effort to be well-informed about the institution, pleasant, courteous, and cooperative, and to act in a manner to command respect of co-workers and all other personnel. An optimistic attitude, patience and tolerance will help each employee in nearly all situations at the institution.

Closing:

Sugar Creek Casino gives preference in all its employment practices to Native Americans. First preference in hiring, training, promoting and in all other aspects of employment is given to members of the Wichita and Affiliated Tribes who meet the job requirements. Second preference is given to members of other federally recognized Native American Tribes who meet the job requirements.

As part of Wichita Gaming Commission license process, final candidates will be required to obtain gaming license by completing a background check with Wichita Gaming Commission, prior to being employed by the Casino. These background checks may include, but are not limited to:

• Credit Check
• Criminal Background Check