General Summary of Job Duties

Plans, leads and organizes personnel training and staff development programs for the Louisiana division by performing the following duties through the assistance of Supervisors and Managers.

Essential Job Responsibilities and Duties

• Maintain a high quality of guest service according to Jacobs Entertainment, Inc. Mission Statement and F.A.S.T. Track Values Statement.

• Formulate training policies, programs and schedules, based on knowledge of identified training needs, company production processes, business systems or changes in products, procedures or services with consultation of the Director of Human Resources and management team.

• Maintain records and prepare statistical reports to evaluate performance of instructors and monitor progress of trainees.

• Select appropriate instructional procedures or methods such as individual training, group instruction, self-study, lectures, demonstrations, simulation exercises, role play and computer based training.

• Facilitate performance plans and administer EPM process for the Louisiana properties including troubleshooting, identifying and coordinating changes/updates, and address issues and concerns.

• Facilitate communication between departments and levels within the company.

• Promote employee involvement and satisfaction through recognition, surveys, bulletin boards, meetings and classes.

• Consult with management to develop tools for improvement of department communication and overall climate

• Plan established training courses with technical and professional vendors (New Horizons, etc). Counsel, test and recommend employees for participation in internal or external educational training programs.

• Train assigned instructors (Train the Trainer) in effective techniques for training, such as adaptations to changes in policies, procedures and technologies or on the job training.

• Thorough knowledge of applicable Company and departmental policies and procedures as well as the willingness to learn and follow any policy or procedure that may be introduced in the future.

• Adhere to all appearance and uniform standards.

• Maintain an open line of communication with Management.

• Maintain a positive and professional demeanor during all interactions with guest, fellow Employees, and Vendors.

• Ability to accept performance feedback in a professional manner.

• Regular attendance and arriving on time to all scheduled shifts and mandatory meetings.

• Other duties as assigned.

General Job Responsibilities and Duties

To perform the job successfully, an individual should demonstrate the following F.A.S.T. Track Principles:

Friendliness

o Offer a warm greeting to everyone you encounter with a smile and eye contact.

o Practice mutual respect by dealing honestly in all interactions.

o Use genuine listening skills and offer sincere responses.

o Promote positive interactions with both external and internal guests through sincere greeting and communications.

o Be approachable, listen and lead by example.

Accountability

o Be proactive and positive.

o If I don’t know, I’ll find out and if we don’t have it, I’ll try to get it.

o Manage staff effectively with timely reviews and address performance issues.

o Support and practice the F.A.S.T. Track Principles from the executive level to the front line staff level.

o Acquire knowledge, training and education. Communicate it to all employees.

Service Excellence

o Anticipate our guests’ needs before they ask.

o Contribute ideas and solutions to improve customer service.

o Escort our guests rather than point.

o Take personal pride in the quality of your work.

o Actively seek feedback from our guests concerning our service and atmosphere.

Team Work

o Share and explain information.

o Involve managers and employees in business development decisions and cost savings initiatives.

o Great teams consist of great performers.

o Create a culture of two-way communication with employees and guests.

o Be courteous, kind and patient with each other.

Skills, Education and Other Requirements

• Written communication skills required.
• Exceptional organizational skills are vital.
• Working knowledge of Power Point, Publisher, Word and Excel.
• Must be able to perform all duties satisfactorily and meet the requirements listed below.
• Must be comfortable speaking in front of large groups of people.