18 days old
2018-02-052018-03-07

Team Member Relations Manager

Nisqually Red Wind Casino
Olympia , Washington 98513
  • Job Type
    Employee
  • Job Status
    Full Time

POSITION OBJECTIVE:  To provide leadership and oversight in areas of Team Member development and interactions.  Assesses NRWC’s training and leadership development needs and designs, develops, and delivers strategies, plans courses in support of the strategic goals and objectives to strengthen the guest service culture initiatives.  Support of the Guest Service Program including management of guest comments and correspondence (to include social media) to resolve guest service issues as they arise.  Track all internal and external service statistics and trends.  Supports the recognition programs for team members and with casino special events. 

 

Our Mission:  To enhance continued economic viability and quality of life for the Nisqually Indian Tribe, our Team Members, and the neighboring communities

Our Vision:  Creating incredible experiences.

Our Core Values:  Integrity, Communication, Accountability, Respect, Teamwork

 

JOB SUMMARY:  Investigate allegations of harassment and address Team Member relation issues and communications.  Review and respond to all appeals.  Manage the development and delivery of Team Member training curriculum.  Administer personnel counseling, progressive discipline, coaching and development of Team Members. Responsible for creating a positive learning environment within the casino. This position develops, coordinates, monitors, presents and evaluates training and team member development programs for the casino workforce. Utilizes advanced methods of adult instruction, research and technology to design and deliver casino’s key learning program. Assesses and analyzes Casino’s management and leadership needs and designs, develops and delivers leadership programs to meet the strategic objectives of the Casino. Exhibits an ability to align learning with strategic company goals while modeling and integrating guest service standards within training classes. Responsible for tracking and reporting data and improvement of training and development initiatives. Coaches and mentors team members and leadership to find appropriate training and development opportunities.  Design, develop and implement strategies and training to support guest service initiatives and internal recognition programs.  Identify service trends and track our progress against our service goals.  Promotion and development of a service culture within the workforce that reflects the mission, vision, and values of the company.  Focus on both internal and external guest service efforts to include planning, developing and facilitating programs and strategies to maintain the culture of exceptional guest service and to ensure team member engagement.   

 

ESSENTIAL FUNCTIONS OF THE JOB:

  • Work to resolve inappropriate behavior/harassment claims by being the initial contact, investigating claims and consulting with management to take appropriate actions for effective resolution to allegations
  • Act as an advisor and liaison for management and line staff for employment related challenges
  • Develop, review and approve all Training curriculums
  • Act as a liaison between Team Members and our Employee Assistance Provider
  • Prepare responses to unemployment claims and attend all hearings
  • Knowledge of department guest service standards.
  • Knowledge of Casino promotions.
  • Conducts ongoing group and individual training needs assessments.
  • Facilitates, coordinates and develops guest service initiatives, service tracking programs and service solution processes with guests and team members.
  • Coordinates team member incentive and recognition programs to meet service goals.
  • Maintains career paths to assist with job progression, skill development and retention for all casino team members.
  • Customizes and delivers onsite training curriculum based on department and strategic needs.
  • Updates, coordinates and delivers new team member orientation, guest service, core values to include harassment, sexual harassment, diversity and other company culture supporting trainings.
  • Develops and delivers supervisor, leadership and management training curriculum and courses for leadership team.
  • Collaboratively develops, executes and continuously improve the company leadership competencies and performance improvement.
  • Designates training procedures, effectively utilizing group instruction, demonstrations, knowledge of adult learning styles, experiential learning techniques, design of learning activities, and effective electronic presentations.
  • Formulates training policies and schedules, utilizing knowledge of identified training needs, company mission and values, and guest service initiatives.
  • Serves as liaison to institutions of higher learning and other local educational resources.
  • Updates knowledge of casino business practice and training techniques on a continual basis.
  • Provide coaching to management and team members regarding individual development, education and career planning.
  • Creates learning and performance metrics. Tracks, evaluates and reports data and indicators to demonstrate training effectiveness and makes recommendations for improvements as needed.
  • Supervises the activities and functions of administrative assistant and service coordinator.
  • Drafts responses to guest concerns and writes comps as appropriate to the service situation. 
  • Assists with the preparation and the writing of articles for the NRWC Times Newsletter.
  • Oversees the selection process for the Team Member of the Month, Leader of the Quarter and Manager of the Quarter Recognition Programs. 
  • Oversees the Perfect Attendance Program and coordinates the prizes. 
  • Oversees the implementation of the Service OJT Program and works closely with the Service Coordinator and the management team as this program is implemented throughout the workforce. 
  • Oversees the team member recognition events and assist with the coordination and planning of these events, keeping on budget and deadline. 
  • Spend time each shift on the casino floor interacting with team members and guests.  Oversees maintenance of training records and monitors training budget.
  • Partners with management team and serves as learning/organizational consultant to identify training and development opportunities that best support operational needs.
  • Maintains accurate database of training and development for casino team members.
  • Participate in recruitment, retention, and talent management process improvements.
  • Monitors external trends and best practices and adapts and applies to the training operations.
  • Maintains a database of feedback on external training sessions and providers.
  • Oversees tuition & GED reimbursement and provides information and guidance for team members seeking educational guidance and resources.
  • Coordinates on-site and off-site learning solutions.
  • Serves on the Incentive Committee. 
  • Performs other duties as assigned.

Requirements

QUALIFICATIONS:

Required skills and knowledge:

  • B.A. in Human Resources, Education, Business Administration or related field and
  • Four (4) years’ experience as Human Resources Generalist or experience with Counseling/Mediation
  • Two (2) years of experience designing and delivering training sessions, college level classes and/or adult learning.
  • Active PHR/SPHR or SHRM-CP/SHRM-SCP Certificate
  • Experience in training teams on leadership and management skills.
  • Excellent verbal and written communication skills.
  • Public speaking ability utilizing electronic equipment and technology.
  • Experience completing training needs assessments on a group and individual basis.
  • Ability to develop course content using research techniques.
  • Ability to represent the casino in a professional, positive manner, both on and off property.
  • Ability to design and deliver customized training based on individual department needs.
  • Intermediate computer skills.
  • Excellent organizational abilities and a guest service mindset.
  • Willingness and ability to work in a diverse team environment.
  • Ability to obtain a Class III Gaming License.
  • Pass NRWC pre-employment testing.
  • Ability to work all shifts including weekends and holidays.
  • Ability to obtain a Class III Gaming License.

 

Preferred skills and knowledge:                                                 

  • MS Power Point and MS Publisher skills.
  • Two (2) of years’ experience in the casino/hospitality industry preferred

 

PHYSICAL REQUIREMENTS

  • Ability to sit, stand or walk for extended lengths of time.
  • Ability to lift up to 25 pounds.
  • Manual and finger dexterity for operation of personal computer and routine paperwork.
  • Ability to tolerate a smoke filled environment.

Categories

  • Employee Relations
  • Training/Development

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Team Member Relations Manager

Nisqually Red Wind Casino
Olympia , Washington 98513

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Nisqually Red Wind Casino
Olympia , Washington

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