VIP Manager - Training & Onboarding
Job Description
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. 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?
What’s the position?
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.
Essential Duties & Responsibilities
Onboarding Program Management
Design, implement, and continuously improve the VIP Department onboarding experience.
Develop structured 30-, 60-, and 90-day onboarding programs for all VIP roles.
Partner with hiring managers to ensure successful onboarding plans are customized by position.
Coordinate all onboarding logistics, including scheduling, training assignments, introductions, and system access.
Monitor onboarding progress and ensure completion of required milestones.
Conduct regular check-ins with new team members throughout their onboarding journey.
Evaluate onboarding effectiveness through feedback, performance metrics, and retention data.
Training & Learning Development
Develop and deliver instructor-led and virtual training programs for new hires and existing employees.
Create role-specific training curricula for VIP Hosts, Account Managers, Operations, Marketing, and Leadership.
Coordinate recurring departmental training sessions and continuing education opportunities.
Partner with subject matter experts to develop operational and product training materials.
Maintain departmental training documentation, manuals, job aids, and Standard Operating Procedures (SOPs).
Administer learning paths through the company's Learning Management System (LMS), including Udemy Business.
Track and report training completion, certifications, and compliance.
Sales & Service Training
Deliver training focused on relationship management, sales techniques, player engagement, responsible gaming, and service excellence.
Coach employees on communication, objection handling, player retention, and account management best practices.
Reinforce company standards, operational procedures, and VIP service expectations.
Identify knowledge gaps and recommend targeted coaching initiatives.
Partner with leadership to support performance improvement plans through individualized development.
Employee Engagement & Development
Design and administer employee engagement and team satisfaction surveys.
Analyze survey results and present actionable recommendations to VIP leadership.
Develop initiatives that enhance employee engagement, retention, and team culture.
Coordinate recognition programs and learning events that support employee development.
Measure onboarding success through employee feedback and performance outcomes.
VIP Guest Feedback & Continuous Improvement
Develop and administer VIP guest satisfaction surveys following hosted events, campaigns, and service interactions.
Analyze guest feedback to identify trends, service opportunities, and operational improvements.
Present findings and recommendations to leadership.
Partner with VIP leaders to implement service enhancements based on guest feedback.
Presentation & Facilitation
Lead engaging classroom, virtual, and one-on-one training sessions.
Deliver presentations to leadership, new hires, and department teams.
Facilitate workshops, onboarding sessions, and department meetings.
Create professional presentation materials and training resources.
Adapt training delivery to accommodate different learning styles.
Cross-Functional Collaboration
Partner with Human Resources and Learning & Development to align departmental onboarding with company standards.
Collaborate with Marketing, Operations, Loyalty, Compliance, Product, and Customer Service to develop cross-functional training.
Support organizational change management initiatives by developing communication and training plans.
Serve as a trusted advisor to VIP leadership on employee development strategies.