Assistant Training Director - Gaming Academy
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Key skills for this role
About the Role
Training Program Design & Delivery Develop and deliver comprehensive training programs for all major games, ensuring operational and service excellence Oversee customer service.
Key Skills for This Role
Full Job Posting
Training Program Design & Delivery
- Develop and deliver comprehensive training programs for all major games, ensuring operational and service excellence
- Oversee customer service training standards for both Table Games and EGM, in alignment with Wynn brand expectations
- Partner closely with the EGM Department, recognizing that technical EGM training is delivered internally, while ensuring customer service and succession development programmes are consistently designed and applied across all gaming areas
- Create structured learning pathways for onboarding, cross-training, upskilling, and career progression
- Lead pre-opening training initiatives and continuous development programs for the Gaming Department
Instructional Excellence
- Deliver engaging classroom-based, practical, and on-the-floor training using adult learning principles
- Coach and mentor Gaming trainers, supervisors, and managers to elevate training capability within the department
- Ensure training content reflects Wynn s service culture, luxury positioning, and guest experience expectations
Customer Service & Experience Training
- Design, develop, and facilitate advanced customer service training programmes tailored to the Gaming environment
- Embed service behaviours aligned to Wynn luxury standards across all Gaming roles
- Support Gaming leadership with service reinforcement initiatives and service recovery training
Compliance & Regulatory Alignment
- Ensure all training content complies with UAE gaming laws and Wynn internal controls
- Maintain accurate records of certifications, training logs, and audit documentation
- Collaborate with Compliance and L&D to ensure mandatory training is completed
Talent Development & Succession Planning
- Design and implement succession plans for key Gaming roles, across both Tables and EGM
- Identify high-potential team members and create targeted development journeys to build internal leadership pipelines
- Partner with People & Culture and Gaming leadership to align training, performance management, and succession outcomes
Technology & Innovation
- Utilize Learning Management Systems (LMS) and digital platforms to deliver and track training
- Integrate simulation-based learning, gamification, and e-learning modules
- Stay current with global gaming trends and incorporate best practices into training
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