PRIMARY PURPOSE:

It is the primary responsibility of the Luxury Operations Learning Partner to perform a variety of duties to support the mission and vision of MGM Resorts by implementing, facilitating, and evaluating offerings geared at onboarding, culture, and training within Forbes Travel Guide and AAA Diamond standards, and MGM Resorts standards. Ensure the mission of Diversity and Inclusion is engrained as part of MGM Resorts International's training and culture while providing excellent guest service. All duties are to be performed in accordance with federal, state, and local laws, regulations, and ordinances as well as departmental and MGM Resorts policies, practices, and procedures.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Support the onboarding of new hospitality/operations employees through the delivery of department-specific new hire orientation, manager onboarding, training the trainers, and core learning experiences of the hospitality division.
• Establish and implement a structure to support service spot checks in partnership with Guest Experience and report on areas of opportunity to lead. Support structure to improve areas of growth.
• Maintain accurate policy and procedure manuals and ensure leadership is updated on relevant changes to effectively lead their teams.
• Partner closely with Organization Effectiveness and Talent Development on learning needs analysis outcomes and any learning needs related to Leadership growth opportunities.
• Partner closely with the COE's to ensure consistency with company‐wide programs and expectations.
• Leverage skills gap analysis to determine the need for ongoing job skills training programs.
• Provide train‐the‐trainer programs for managers to support consistent onboarding and ongoing skills training within operations.
• Produce, compile, and evaluate pre‐ and post-training data for measurement of learning quality, participation, satisfaction, performance, and business impact.
• Develop and recommend alternative training methods related to job-specific skills training as needed.
• Design and generate data reporting, information, and documentation in the learning management system.
• Engage in self‐directed work, create, and maintain timetables for projects, manage deadlines and resources, and work with a wide degree of creativity and latitude as well as minimal supervision.
• Manage staff support for training center operations with classroom set‐up and breakdown, material preparation, scheduling, inventory ordering, and resource allocation.
• Plan and manage class schedules, enrollments, training spaces, materials, and audiovisual needs for training programs.
• Resolve guest complaints within the scope of authority; otherwise refers the matter to management. Notifies senior management and/or Security of all unusual events, circumstances, missing items, or alleged theft.
• Perform other job‐related duties as assigned.

MINIMUM REQUIREMENTS:

• Bachelor’s degree or equivalent work experience
• 3+ years of adult learning/training/facilitation/hospitality/operations/guest services experience
• At least 4 years of guest service experience.

PREFERRED:

• Previous experience working in a similar resort setting.
• Previous experience working for a Forbes Travel Guide 5 Star or AAA 5 Diamond Resort.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Strong capabilities in public speaking, facilitation, and communication skills to be leveraged in small and large group settings
• Ability to present and facilitate effectively to multifaceted audiences and debrief experiential learning processes with the capacity to engage adult learners
• Excellent planning, time management, communication, decision-making, presentation, organization, and interpersonal skills
• Ability to develop and maintain relationships of trust and confidence at all levels of the enterprise from line to executive level
• Possess outstanding communication and interpersonal skills to articulate effectively and maintain a professional relationship with a diverse workforce
• Possess & utilize good working knowledge of computer software including MS Word, Excel, PowerPoint, and Outlook and/or equivalent
• Possess knowledge of adult learning theories and methodologies with the ability to apply them in learning/leadership/technology and change management
• Embrace the diversity principles through participation in related events, and company-sponsored volunteer opportunities, acts as a mentor, and model the standards
• Possess an effective time and project management skills, and work well both individually and as a member of a team
• Maintain a professional, neat, and well‐groomed appearance, adhering to MGM Resorts standards
• Excellent customer service skills
• Ability to effectively communicate in English, in both oral and written forms

WORKING CONDITIONS:

• Regular scheduled hours: Workdays: Mon‐ Fri
• Other – Must be flexible if needed for work outside of normal business hours.