Manager of Training and Development - Hotel (MGM Springfield)

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  • MGM Resorts International

    Manager of Training and Development - Hotel (MGM Springfield)

    MGM Resorts International

    One Monarch Place

    Human Resources

    Degrees Required:
    Not Specified

    Employment Type:

    Manages Others:




    The Training Development Manager will create, implement, and manage all training-related activities for a specific division (Security, Food and Beverage, Hotel Operations, Casino, etc.) and lead the department into productive working methods by setting an example and utilizing all available training tools. It is the primary responsibility of the Training Development Manager to oversee division performance with regards to staff, compliance, training, projects and guest service, and will ensure professional, efficient operation while providing leadership, guidance, training and organization. All duties are to be performed in accordance with departmental and property policies, practices, and procedures.


    • Develop/create, implement, and oversee execution of training based on the strategic needs of the division.

    • Design training and developmental programs and processes for employee skill enhancement and career development that target individuals as well as groups.

    • Perform cause, knowledge, or gap analyses to help determine appropriate training delivery options.

    • Research and develop curriculum that is appropriate to the business needs and advances the effectiveness of the learning function by recommending appropriate methods and tools to address training needs.

    • Solicit and analyzes feedback to increase effectiveness of training through focus groups, subject matter experts, and other methodologies.

    • Design new or customize existing corporate training programs and initiatives that align with MGM National Harbor's service philosophy, support achievement of various industry ratings (e.g. AAA Diamond Award, and Forbes Star ratings), and comply with established safety and regulatory requirements (e.g. OSHA)

    • Construct leader guides, participant manuals, course evaluations, and other supportive materials to enhance performance improvement strategies. Partner and consult with department leaders to ensure division and department training materials, SOPs and other training tools are up-to-date and utilized effectively; coach and provide guidance to department leadership on implementation and utilization of training materials.

    • Coach employees and managers regarding performance issues and professional development when necessary.

    • Partner with Learning and Development to develop effective organizational development initiatives that respond to the needs of the division.

    • Train, monitor and reinforce standards and training accountability throughout division; ensure division employees are within compliance and are appropriately trained/certified as deemed appropriate for their roles, including ensuring employees sign off for all SOP training, safety compliance, and service standards on an on-going basis, and that employees are fully trained in applicable systems/ programs, and have completed company compliance courses, e.g. Code of Conduct, Computer User Agreements, etc.

    • Establish formalized on-boarding training plans for individual positions; set up training schedules for employees; perform follow-up on all new employees.

    • Involved in the interviewing process of new employees; make hire recommendations.

    • Other job related duties as requested.

    This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.





    • Bachelor's degree in Business Management, Hospitality, related field, or equivalent work experience

    • At least three (3) years of training experience or in an instructional design role or related filed

    • At least two (2) years of experience in [based on division - guest service, hospitality, compliance, and/or safety]

    • Effectively communicate in English, in both written and oral forms


    • Demonstrated experience with leading guest service initiatives

    • Bilingual, English as the primary or secondary language

    • Previous experience working in a similar resort setting


    • MA Gaming License as required

    • Proof of eligibility to work in the United States


    • Strong operational experience

    • Demonstrated experience in training program development

    • Strong training and coaching skills

    • Solid facilitation skills

    • Strong strategic planning, project management skills, and superior decision-making while managing multiple priorities

    • Strong analytical and creative thinking skills

    • Excellent communication, presentation, and computer skills

    • Knowledge and experience of the hiring process

    • Professional appearance and demeanor

    • Maintain a positive attitude to deal effectively with guests, management, and employees

    • Ability to maintain confidential information

    • Excellent customer service skills.

    • Interpersonal skills to effectively communicate with all business contacts.

    • Ability to effectively communicate in English, in both oral and written forms.


    • Regular scheduled hours : Work Days: Varies Hours: Varies

    • Other Ð Must be flexible if needed for occasional work outside of normal business hours.

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