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London Clubs International / Careers / View / Position RTO-LON

Careers at Head Office

Regional Training Officer

Job Description

REGIONAL TRAINING OFFICER

 

REPORTING TO: UK Training Manager

 THE COMPANY: London Clubs International is owned by Caesars Entertainment, which is the largest gaming company in the world. As well as operating some of the finest and most exciting casinos in London's West End and Mayfair, LCI operates in major provincial towns and in regulated jurisdictions around the world.  Offering casinos for all tastes and every level of play, LCI offers thirteen casinos in the United Kingdom, Egypt and South Africa.

 MAIN OBJECTIVES OF JOB:

Responsible for identifying training needs, co-developing and delivering training interventions for all areas of the casinos within your geographical area. This will be achieved by working with local casino management and the central training team. The job role holder will be responsible for driving employee performance through delivery of induction and orientation training and then continuous improvement of the skills of operational staff in line with company strategy. Previous gaming experience would be advantageous to support the delivery of both technical and soft skills training within the casino environment but is not essential. A strong focus on customer service and improvement of service standards is a key requirement to being successful in this role.

 LOCATION:

Office location will reside within one of our current central London properties but the jobholder may be called upon to perform duties at any of the company’s other clubs or locations in the surrounding area as required. The job role holder may also be required to be involved in project work from time to time. They will also be required to attend regular off-site training team meetings and train the trainer events which may be held at any of the UK property locations.

 WORKING HOURS:

40 hours per week inclusive of breaks with flexibility to provide service and contact at varying times dependant upon the needs of the business. It should be noted that we regularly operate a 24/7 trading pattern and the job role holder will be required to work hours as required by the business which will include some weekend and night shift work.

 MAIN DUTIES –:

 NEW HIRE ORIENTATION

  •  Support existing staff that are trained in the delivery of new hire orientation and, where required, deliver the NHO programme within the prescribed timeframes.
  • Ensure that all activities within NHO are completed and documented within required files for future audit and inspection.
  • Liaise with local casino management to ensure all probationary review processes, including documented reviews, are executed fully in the prescribed timescales and provide support and input into the process where concerns and new employee suitability to role are in question.
  • Ensure that training materials are up to date, feedback is collated and the effectiveness of the NHO is regularly assessed. 

 CUSTOMER SERVICE

  •  Oversee the execution of ‘Spotlight on Service (SOS) Reviews’ to ensure that all staff are ‘Spotlighted’ at least once a quarter.
  • Work with existing ‘SOS Supervisors’ to ensure that staff are receiving effective reviews and are being ‘Recognised, Developed or Rewarded’ fairly and consistently in accordance with the principles of ‘SOS’.
  • Provide additional detailed support and training to employees failing to achieve minimum standards.
  • Provide ‘SOS Supervisors’ with regular coaching and feedback in order for them to carry out reviews which are value adding and of quality.
  • Work with existing ‘SOS Supervisors’ and Central Training to arrange routine and regular refresher training and identify new initiatives and training sessions in order to keep service standards high profile and visible at all times.
  • Working with casino management and security design, agree and review new methods and activities to routinely monitor service standards.

 COMPLIANCE, TECHNICAL AND GAMES TRIANING

  •  Working with Centralised Compliance and Security Departments and their training personnel ensure that a programme is in place whereby all required Compliance training is carried out throughout the calendar year and that full and complete employee and centralised records are maintained for internal audit and external inspection as and when required.
  • Oversee the execution and delivery of Dealer Training Schools using existing materials and then manage any local needs to ensure new recruits achieve required standards within 6-weeks of training.
  • Working with casino management and security identify areas of concern relating to technical dealing standards, games security and gaming knowledge and then develop and execute appropriate coaching and training initiatives in order to improve standards and gaming metrics where applicable.

 SOFT SKILLS AND BEHAVIOURAL TRIANING

  •  Work with Central Training to identify issues of concern and then work collaboratively to provide training solutions at a casino level.
  • Assist with the roll out and delivery of training courses and programmes designed or implemented by the Central Training Team.
  • Work with the local Casino Management Team to provide support, coaching and training to ensure that management complete all staff reviews and appraisals in an appropriate and value adding manner.

 GENERAL

  •  Work with Club/Venue Director to identify appropriate methods of Communication to be implemented and carried out locally to improve and maintain employee engagement.
  • Provide advice, support and coaching to Casino Management in order for them to carry out such communications.
  • Regularly review attendance levels of all staff at events such as staff meetings, Buzz sessions and similar events and provide Club/Venue Director with feedback and support to improve attendance and messaging from such events.
  • Where required, at the request of Club/Venue Director assist with the creation and execution of employee development plans and corrective action coaching.

  REQUIRED SKILLS:

  •  Due to the requirements of this role it is essential that the job role holder has a high degree of discretion and full compliance with the need for confidentiality relating to employee data, employee information and personnel issues that may arise during the course of them executing their duties.
  • Passion and drive with a resilient commitment to outcome-focused training. 
  • Exceptional ability and experience of delivery of stand up training.
  • Experience of coaching and developing staff up to management level.
  • Ability to identify and propose training solutions to address operational issues as they are identified.
  • Excellent administration skills and the ability to create accurate and timely training records for both internal and external stakeholders. 
  • Excellent communication and influencing skills and be able to build relationships with senior managers through to junior employees
  • Focused on attention to detail and accuracy of visual and written information
  • Ability and desire to develop your own skills and knowledge in line with business needs#
  • Advanced Microsoft PowerPoint skills
  • Confident user of Excel and/or other applications in order to maintain records and provide reports

  DESIRABLE SKILLS:

  •  A recognised training qualification i.e. CIPD Certificate in Training Practice, or Certificate in Training Administration equivalent would be highly advantageous.
  • Full knowledge and understanding of table games within the casino environment would also be an advantage.

 

Hours Required

Full-Time

Department

Head Office

How to apply

If you're interested in this position, you can go immediately to our application form.

When applying, please quote Job Code: RTO-LON


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