Loyalty Training Manager-Club Sycuan

The ancestors of the Sycuan Band of the Kumeyaay Nation existed many centuries ago as a community of people…a Tribe living together, farming, hunting and fishing to survive.

Much has changed since that time.  Today the Sycuan Tribe governs its Reservation, owns and operates a Casino and a Golf Resort, and owns a number of other business ventures in the San Diego Region.   

One attribute that remains unchanged, however, is Sycuan's sense of community.  Sycuan is more than just a business.  Sycuan is a community of people working together toward a common goal.  Whether you work in our state-of-the-art  Casino, our beautiful Resort, or become a staff member in our Tribal Government division, you will be part of the Sycuan family.

Sycuan Casino Resort is seeking a passionate and experienced Loyalty Training Manager to lead the training and development of our loyalty team.   This role is responsible for designing, implementing and delivering training programs to ensure our team can provide outstanding service and promote our loyalty program effectively.   If you have a passion for training, customer engagement and thrive in a fun, fast paced hospitality environment, we want to hear from you!

Job Duties and Responsibilities:

• Trains new and existing team members by conducting departmental new team member orientation to include guest product and service standards, player tracking system utilization, Club and Casino Host training, and safe work practices training, creating a training segment for Club Sycuan and Player Development full staff monthly departmental meeting, assisting with  technical training to include player tracking, comp training, and gift distribution systems, coordinating with other departments to provide additional relevant training that builds skill levels and fosters teamwork, scheduling and delivering other established Club Sycuan training program modules, and retraining staff members as needed.
• Develops and designs effective training modules by reviewing policies, procedures and service standards, observing staff member activities, learning and performing activities, identifying learning and training opportunities, researching possible training solutions, and writing training plans, training guides, and lesson modules to include comprehensive Club Sycuan training program.
• Ensures Club Sycuan and Player Development staff complete required training by maintaining training records and master training materials, verifying team members complete training requirements within established timelines, and developing recognition practices for training achievements.
• Supports Club Sycuan operations by proactively providing assistance where and as needed, practicing and modeling the core values of Sycuan in leading the delivery of guest service, analyzing the effectiveness of policies, procedures and service delivery, recommending changes as needed, implementing approved changes, providing the Director of Player Development and Loyalty with feedback regarding staff member performance, and maintaining current knowledge of all aspects of the property to include hotel, restaurant, gaming and marketing products, services and amenities.

Job Specifications:

Education and Experience:

Essential:

• High School Diploma or G.E. D.
• 5 years of guest service and Casino Marketing experience
• 2 years of experience conducting in person training 

Desirable:

• Hospitality experience
• Cash handling experience
• College coursework in Business Administration, Hospitality Management or related field

Skills and Knowledge:

Essential:

• Ability to present concepts and ideas in a clear and concise manner
• Ability to engage a diverse employee group during presentations
• Ability to create visual learning aids to support training material
• Ability to read, write, and communicate effectively in the English language
• Ability to organize and maintain accurate records
• Ability to work in a fast-paced, demanding work environment
• Ability to effectively communicate and interact with internal and external contacts
• Ability to make sound decisions and solve complex problems
• Ability to work varied shifts, including weekends and holidays
• Ability to maintain professionalism and composure
• Ability to accept constructive criticism
• Working knowledge of Microsoft Office, Word, PowerPoint, and Excel
• Ability to work in a smoking environment
• Ability to maintain confidentiality
• Ability to sit, stand and walk for up to 8 hours at a time
• Ability to lift up to 20 lbs.

Desirable:

• Multi-lingual
• Knowledge of casino games

Supervisory/Managerial Accountability:

Direct: None

Indirect: Club Sycuan Ambassador, Club Sycuan Lead Ambassador

If you enjoy being part of a community dedicated to creating a memorable guest experience, we invite you to explore career opportunities with Sycuan and join our winning team!