VIP Manager - Training & Onboarding

United States·Hollywoodmid

OtherManager

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Quick Summary

Overview

What are we building? Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming company in the world.

Technical Tools

OtherManager

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. We’re building a team that resonates passion for learning, operating, and building new products and technologies for millions of consumers. We care about each customer interaction, experience, behavior, and insight and strive to ensure we’re always acting authentically.

Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We’re taking that foundation of success and bringing it to the digital space - ready to join us?

The VIP Onboarding & Training Manager is responsible for designing, implementing, and continuously improving the onboarding, training, and professional development programs for the VIP Department. This role partners closely with VIP leadership, Human Resources, Learning & Development, and cross-functional stakeholders to ensure new and existing team members receive a best-in-class learning experience that supports business objectives and delivers exceptional service to VIP guests.

The Manager oversees all aspects of the employee onboarding journey, including the development of structured 30-, 60-, and 90-day onboarding programs, role-specific learning paths, coaching resources, and continuing education initiatives. In addition, this role is responsible for coordinating departmental training, facilitating presentations, measuring training effectiveness, and administering employee engagement and VIP feedback surveys to identify opportunities for continuous improvement.

The ideal candidate is an engaging facilitator, strong communicator, and experienced learning professional with a passion for developing people and building high-performing teams.

Responsibilities

~2 min read

Onboarding Program Management

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Design, implement, and continuously improve the VIP Department onboarding experience.
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Develop structured 30-, 60-, and 90-day onboarding programs for all VIP roles.
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Partner with hiring managers to ensure successful onboarding plans are customized by position.
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Coordinate all onboarding logistics, including scheduling, training assignments, introductions, and system access.
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Monitor onboarding progress and ensure completion of required milestones.
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Conduct regular check-ins with new team members throughout their onboarding journey.
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Evaluate onboarding effectiveness through feedback, performance metrics, and retention data.

Training & Learning Development

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Develop and deliver instructor-led and virtual training programs for new hires and existing employees.
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Create role-specific training curricula for VIP Hosts, Account Managers, Operations, Marketing, and Leadership.
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Coordinate recurring departmental training sessions and continuing education opportunities.
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Partner with subject matter experts to develop operational and product training materials.
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Maintain departmental training documentation, manuals, job aids, and Standard Operating Procedures (SOPs).
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Administer learning paths through the company's Learning Management System (LMS), including Udemy Business.
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Track and report training completion, certifications, and compliance.

Sales & Service Training

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Deliver training focused on relationship management, sales techniques, player engagement, responsible gaming, and service excellence.
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Coach employees on communication, objection handling, player retention, and account management best practices.
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Reinforce company standards, operational procedures, and VIP service expectations.
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Identify knowledge gaps and recommend targeted coaching initiatives.
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Partner with leadership to support performance improvement plans through individualized development.

Employee Engagement & Development

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Design and administer employee engagement and team satisfaction surveys.
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Analyze survey results and present actionable recommendations to VIP leadership.
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Develop initiatives that enhance employee engagement, retention, and team culture.
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Coordinate recognition programs and learning events that support employee development.
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Measure onboarding success through employee feedback and performance outcomes.

VIP Guest Feedback & Continuous Improvement

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Develop and administer VIP guest satisfaction surveys following hosted events, campaigns, and service interactions.
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Analyze guest feedback to identify trends, service opportunities, and operational improvements.
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Present findings and recommendations to leadership.
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Partner with VIP leaders to implement service enhancements based on guest feedback.

Presentation & Facilitation

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Lead engaging classroom, virtual, and one-on-one training sessions.
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Deliver presentations to leadership, new hires, and department teams.
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Facilitate workshops, onboarding sessions, and department meetings.
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Create professional presentation materials and training resources.
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Adapt training delivery to accommodate different learning styles.

Cross-Functional Collaboration

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Partner with Human Resources and Learning & Development to align departmental onboarding with company standards.
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Collaborate with Marketing, Operations, Loyalty, Compliance, Product, and Customer Service to develop cross-functional training.
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Support organizational change management initiatives by developing communication and training plans.
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Serve as a trusted advisor to VIP leadership on employee development strategies.

Technical Skills

Experience designing onboarding and training programs.
Strong presentation and public speaking skills.
Experience developing instructor-led and virtual learning content.
Proficiency with Microsoft Office Suite, particularly PowerPoint, Excel, and Word.
Experience using Learning Management Systems (LMS), such as Udemy Business or similar platforms.
Familiarity with Salesforce and CRM platforms preferred.
Experience creating surveys using Qualtrics, SurveyMonkey, Microsoft Forms, or similar tools.
Strong analytical skills with the ability to measure learning outcomes using data and reporting.

Professional Competencies

Exceptional communication and interpersonal skills.
Strong presentation and facilitation abilities.
Excellent organizational and project management skills.
Ability to build relationships and influence across all levels of the organization.
Strong coaching and mentoring capabilities.
Creative problem solver with a continuous improvement mindset.
Ability to manage multiple priorities while meeting deadlines.
Passion for employee development and organizational culture.

Education & Experience

Bachelor's degree in Business Administration, Human Resources, Organizational Development, Education, Communications, Hospitality, or a related field preferred.
Minimum of four (4) years of experience in learning and development, onboarding, training, sales enablement, or organizational development.
Experience facilitating sales or customer service training strongly preferred.
Experience developing onboarding programs and structured learning curricula.
Experience creating presentations, training materials, and employee development programs.
Experience within hospitality, gaming, online sportsbook, casino, customer service, or high-touch relationship management environments preferred.

Preferred Qualifications

Experience building onboarding programs from the ground up.
Experience managing Learning Management Systems.
Knowledge of adult learning principles and instructional design.
Experience administering employee engagement and customer satisfaction surveys.
Experience analyzing training effectiveness and reporting measurable outcomes.
Professional certifications such as ATD, CPTD, SHRM, or related learning and development credentials are a plus.

Success Measures

Deliver a consistent, engaging, and effective onboarding experience for every new VIP team member.
Develop impactful 30-, 60-, and 90-day onboarding programs that accelerate productivity.
Improve employee readiness, confidence, and retention through high-quality learning experiences.
Deliver engaging presentations and training sessions that receive strong participant feedback.
Increase training completion rates and ongoing professional development across the department.
Measure and improve employee engagement through actionable survey insights.
Capture and analyze VIP guest satisfaction feedback to drive service improvements.
Partner effectively with leadership to build a culture of continuous learning, accountability, and exceptional guest service.
Establish scalable onboarding and development programs that support the continued growth of the VIP organization.

We offer our employees more than just competitive compensation. Our team benefits include:

Competitive pay and benefits
Flexible vacation allowance
A hybrid / remote working environment
Startup culture backed by a secure, global brand

We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunity employer).