Casinos and casino hotels employ large staffs. Training Managers are employed by these facilities to develop programs for employees in a multitude of areas and a variety of subjects, depending on the needs of the specific casino or casino hotel. In some facilities, the person may be called the training and development manager.
The Training Manager has a great deal of responsibility. The person facilitates all classes personally or works with a staff. Staff members may include a training coordinator and other trainers to handle this task. The Training Manager works with the director of human resources, who writes and administers policies. These policies have a direct impact on the way employees are expected to work. The human resources director may, at his or her discretion, ask the Training Manager to develop programs designed to enhance training within the property, as well as to provide internship opportunities. The Training Manager develops and facilitates orientation programs for new employees. During orientation, employees learn the policies of the casino as well as any governmental regulations that may affect their job performance. The orientation program also explains to staff members how they are expected to act on the job. The program also alerts employees to situations that are acceptable as well as unacceptable.
As customer service is mandatory to the success of casinos and casino hotels, it is essential that every employee treat every guest in a courteous and gracious manner. An important function of Training Managers in casinos is teaching employees about good customer service and how it should be provided to guests. The Training Manager may offer classes in interactive management, also known as IM. These classes assist management in learning how to better communicate with their employees. Other subjects covered in this type of class often include acceptable methods for staff member discipline and how to speak to subordinates without coming across abruptly. The Training Manager may design TIPS classes, which are offered to employees who work around alcohol, such as bartenders, cocktail servers, dealers, and floorperons.
TIPS classes teach these employees how to deal properly with customers who are intoxicated the signs to look for in those who have had enough alcohol and how to stop serving customers without causing a scene. To those working in the casino area, Training Managers offer classes covering governmental regulations. For example, employees may need to learn how to fill in currency transaction reports (CTR). These are needed whenever customers win over USD 10,000 in a 24-hour period. Other duties of the casino or casino hotel Training Manager may include:
Training Managers in casinos and casino hotels earn between USD 28,000 and USD 58,000 or more annually. Factors affecting earnings include the geographic location, size, and prestige of the specific casino or casino hotel, as well as the education, experience, and responsibilities of the individual. Generally, those with the most education and experience working in larger facilities earn the highest salaries.
Employment prospects for Training Managers aspiring to work in casinos or casino hotels are fair. Most employment opportunities for Training Managers are located in areas hosting a large number of casinos. Las Vegas, Reno, Laughlin, Lake Tahoe, Atlantic City, Biloxi, Baton Rouge, New Orleans, and Detroit offer the greatest number of opportunities. Other regions hosting Indian gaming and land-based or riverboat gaming facilities offer additional opportunities. As gaming moves into additional areas, there will be even more jobs.
Training Managers working in casinos and casino hotels may advance their careers by locating similar jobs in larger or more prestigious facilities. Individuals might also climb the career ladder by obtaining additional experience and training and becoming director of human resources. Some Training Managers strike out on their own and become Training Consultants.
Educational requirements vary from casino to casino for Training Managers. Some facilities require or prefer individuals to hold a bachelor’s degree in human resources, communications, the hospitality industry, or a related field. Others may accept those with a high school diploma with a background and experience in training, human resources, and/or the hospitality industry.
Experience, Skills, and Personality Traits
As noted, experience in human resources, training, and the hospitality industry are needed. Training Managers usually have worked as training coordinators or trainers prior to their appointment. This is a highly visible position. Almost everyone in the casino knows the Training Manager. The individual must have excellent interpersonal and employee relations skills. Training Managers must also have both verbal and written communication skills. The ability to speak effectively in front of groups of people is essential to this position.
Those interested in learning more about careers in this field should contact the American Society of Training and Development (ASTD).
1. Become either an active or affiliate member of ASTD. This may give you the edge over another applicant with the same qualifications.
2. Get your foot in the door of a casino hotel. Most promote from within. If you have experience in training, see if a position exists as a trainer. Get experience and climb the career ladder.
3. Openings are often advertised on the Internet. They may be located via the home pages of casino hotels. They may also be found doing a search of casino or casino hotel job opportunities.
4. Jobs may be advertised in the classified sections of newspapers in areas hosting gaming. Look under classifications such as “Casino/Hotel Director Training Manager,” “Training and Development Manager,” “Casino Training and Development Manager,” “Casino/Hotel Opportunities,” or “Human Resources.”
5. You may be asked to conduct an impromptu training presentation as part of your interview process. Develop a sample program ahead of time and rehearse it before the interview.
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