Reports To

Training and Development Manager

Job Summary

Responsible for delivering high-quality training programs to new and existing Team Members in various Kickapoo Lucky Eagle Casino Hotel (KLEH) roles. This position requires excellent communication skills and the ability to mentor and guide new hires through the learning process. Successfully perform job duties and deliver outstanding guest service. The trainer will evaluate trainee progress, provide feedback, and ensure that all training is aligned with standards, regulations, and service expectations.

Essential Functions

• Ensure compliance with the applicable Tribal, Federal, other laws, gaming regulations, and Kickapoo Lucky Eagle Casino Hotel policies and procedures.
• Ensure the highest possible standards of guest services by properly listening and responding to guest and team member concerns and questions.
• Conduct classroom training sessions, hands-on practical training, and role-playing exercises to ensure that Team Members understand their responsibilities.
• Schedules and conducts training programs for all Kickapoo Lucky Eagle Casino Hotel departments.
• Track trainee progress, and document completion of required training milestones.
• Work closely with management to identify training and development needs based on operational demands and Team Member performance.
• Assists individuals and departments to apply learning after the training experience through action plans, job aids, or remedial training.
• Emphasize the importance of excellent guest service in all aspects of training, including interaction with guests, problem-solving, and maintaining a positive gaming experience.
• Maintain detailed records of exam scores and progress for each trainee, and report performance to management.
• Administer surveys to collect feedback from trainees regarding the training process, materials, and overall experience.
• Prepares training and development material and makes necessary arrangements to find available training space, ensures all equipment is functioning, and training room is properly set up.
• Assures confidentiality and compliance in accordance with departmental, Casino, and Gaming Policies and Procedures.
• Comfortable speaking in front of groups, using a confident and professional tone, such as role-playing, simulations, group discussions, videos, and lectures.
• Plans, organizes, and directs Team Member orientation and Compliance training courses.
• Assists Human Resources as needed, including organizing and developing Team Member events and contests.
• Work collaboratively as a Team Member with other members and the HR staff in designing and delivering training and development programs.
• Demonstrate and promote KLECH core values.
• Manage and maintain the security of confidential information entrusted to the position.
• Attend and satisfactorily complete all required training as assigned.
• The essential functions listed above are not an all-inclusive list but rather a general representation of the duties and responsibilities pertinent to this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the Director.
• Perform other duties as assigned.

Minimum Requirements To Qualifications

• High school diploma/GED required. Some college coursework completed is required. An Associate's degree in Business Administration-related field is preferred.
• Minimum of (3) years' experience with public speaking, training, group presentations, and customer/guest service required.
• Strong communication skills in English, both written and oral. Spanish or other language skills a plus.

Other Criteria

Qualified Kickapoo Traditional Tribe of Texas Members and qualified Native American preference is observed.

Skills And Abilities

• Ability to work independently with minimal supervision.
• Ability to maintain effective relationships with all Team Members.
• Ability to work under pressure in a fast paced, environment.
• Ability to meet multiple deadlines and multi-task.
• Ability to speak publicly in an adult setting.
• Ability to manage group discussions and processes so that individuals learn.
• Must have presentation skills.
• Working knowledge and understanding of personal computers and related applications and software.
• Ability to adjust behaviors in order to establish positive relationships across a broad range of people and groups.
• Ability to understand complex instructions and material.
• Ability to establish and maintain professional relationships with individuals of varying social and cultural backgrounds and with co-workers of all levels.
• Must possess a positive attitude with strong organizational leadership qualities, interpersonal skills, and dedicated commitment to excellence.
• Language Skills: Excellent oral and written communication skills. Spanish and other language skills a plus.
• Ability to maintain confidentiality.

Physical Demands

• While performing the duties of this position, the Team Member is regularly required to stand, sit, walk, push, pull, bend for extended periods; reach with hands and arms; talk and listen on a regular basis.
• The Team Member must be able to concentrate for prolonged periods.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and depth perception.
• The Team Member must be able to communicate effectively in person or using telecommunications equipment.
• The Team Member must have the hand-eye coordination and manual dexterity to operate a keyboard, touch-screen display, telephone, and calculator.
• Frequently lift and/or move up to 25 lbs.

Work Environment

• Normal office setting and casino floor.
• Frequent walking and standing, and frequent contact with the general public.
• May be exposed to cigarette smoke while on the casino floor.
• Temperature controlled environment with varying noise levels. May be exposed to high levels of noise throughout the day.
• Must be able to perform under pressure and work long hours.
• May be exposed to the risks associated in attempting to resolve issues with difficult guests and Team Members.
• May be exposed to various types of lighting including, but not limited to: artificial fluorescent lights, flashing lights, strobe lights, multiple colored lights, etc.
• Travel may be required to perform one or more essential functions of this position.

Conditions Of Employment

• Must be able to obtain and retain a KTTT Gaming Commission License, including successful completion of background check necessary to obtain and maintain license. Responsible to keep all documents current and valid at all times.
• Must be able to provide authorization to work in the United States.
• Must be at least 21 years of age.
• Must comply with KLEC handbook, internal policy and procedures, and gaming regulations set within KLEC.