Job Description

Playground is dedicated to providing exceptional guest experiences by maintaining high standards of service and training. To support this commitment, we are looking for a passionate Mystery Shopper (non-anonymous) to ensure consistent adherence to our standards.

Schedule: 3 roles to fill - full-time hours (weekdays, evenings, overnights, weekends)

Compensation: We offer a competitive compensation package, including a base salary, paid time off, and additional benefits and perks.

If you are enthusiastic about the hospitality industry and understand the significance of quality training and service standards, then this role might be perfect for you. Join us on this exciting journey as we strive to deliver exceptional experiences to our valued guests. The ideal candidate should possess a strong background in training and service standards while having a passion for the industry.

Reporting to the Learning & Development Manager, you will be responsible for the following:

• Conducting assessments to evaluate the adherence to training programs and service standards
• Identify deficiencies in training and service standards
• Auditing and assessing departments to ensure compliance with training and service standards
• Highlighting and documenting knowledge and service delivery gaps
• Monitoring and analyzing customer feedback to devise strategies for improving service delivery
• Establishing processes to track and measure the effectiveness of learning and development programs
• Identifying and participating in the implemention of best practices in learning and development through collaboration with cross-functional teams
• Staying up-to-date with industry trends and best practices in learning and development and service standards

Qualifications:

• A degree in hospitality, business administration, or a related field would be considered an asset
• Strong verbal and written communication skills in both French and English
• Experience in training, quality assurance (secret shopper) or a related field
• Knowledge of learning and development principles and best practices
• Prior experience in the casino and hospitality industry is highly desirable
• Excellent interpersonal, communication, and leadership skills
• Strong analytical and problem-solving abilities
• Ability to work independently and collaboratively as part of a team
• Proficiency in Google Suite

If you are excited about the prospect joining Playground and contributing to the success of our learning and development initiatives, we would love to hear from you. Apply today to join our team!

Playground est d\xc3\xa9di\xc3\xa9 \xc3\xa0 offrir des exp\xc3\xa9riences exceptionnelles \xc3\xa0 ses clients en maintenant des normes \xc3\xa9lev\xc3\xa9es de service et de formation. Afin de soutenir cet engagement, nous recherchons un \xc3\xa9valuateur passionn\xc3\xa9 (non-anonyme) pour garantir le respect constant de nos normes.

Horaire: 3 postes \xc3\xa0 pourvoir - heures \xc3\xa0 temps plein (jours de semaine, soir\xc3\xa9es, nuits, week-ends)

R\xc3\xa9mun\xc3\xa9ration: Nous offrons un ensemble de r\xc3\xa9mun\xc3\xa9ration comp\xc3\xa9titif, comprenant un salaire de base, des cong\xc3\xa9s pay\xc3\xa9s, ainsi que des avantages et des privil\xc3\xa8ges suppl\xc3\xa9mentaires.

Si vous \xc3\xaates enthousiaste \xc3\xa0 l\'\xc3\xa9gard de l\'industrie de l\'h\xc3\xb4tellerie et que vous comprenez l\'importance d\'une formation de qualit\xc3\xa9 et de normes de service, ce r\xc3\xb4le pourrait \xc3\xaatre parfait pour vous. Rejoignez-nous dans cette aventure passionnante alors que nous nous effor\xc3\xa7ons de fournir des exp\xc3\xa9riences exceptionnelles \xc3\xa0 nos pr\xc3\xa9cieux clients. Le candidat id\xc3\xa9al devrait avoir une solide exp\xc3\xa9rience en mati\xc3\xa8re de formation et de normes de service, ainsi qu\'une passion pour l\'industrie.

Sous la responsabilit\xc3\xa9 du directeur de l\'apprentissage et du d\xc3\xa9veloppement, vous serez responsable des t\xc3\xa2ches suivantes:

• Effectuer des \xc3\xa9valuations pour \xc3\xa9valuer le respect des programmes de formation et des normes de service.
• Identifier les lacunes en mati\xc3\xa8re de formation et de normes de service.
• Auditer et \xc3\xa9valuer les services pour garantir la conformit\xc3\xa9 aux normes de formation et de service.
• Mettre en \xc3\xa9vidence et documenter les lacunes en mati\xc3\xa8re de connaissances et de prestation de service.
• Suivre et analyser les commentaires des clients afin de d\xc3\xa9velopper des strat\xc3\xa9gies pour am\xc3\xa9liorer la prestation de service.
• \xc3\x89tablir des processus pour suivre et mesurer l\'efficacit\xc3\xa9 des programmes d\'apprentissage et de d\xc3\xa9veloppement.
• Identifier et participer \xc3\xa0 la mise en \xc5\x93uvre des meilleures pratiques en mati\xc3\xa8re d\'apprentissage et de d\xc3\xa9veloppement gr\xc3\xa2ce \xc3\xa0 la collaboration avec des \xc3\xa9quipes pluridisciplinaires.
• Rester \xc3\xa0 jour sur les tendances de l\'industrie et les meilleures pratiques en mati\xc3\xa8re d\'apprentissage et de d\xc3\xa9veloppement ainsi que de normes de service.

Qualifications:

• Un dipl\xc3\xb4me en h\xc3\xb4tellerie, en administration des affaires ou dans un domaine connexe serait un atout.
• Excellentes comp\xc3\xa9tences en communication verbale et \xc3\xa9crite en fran\xc3\xa7ais et en anglais.
• Exp\xc3\xa9rience dans la formation, l\'assurance qualit\xc3\xa9 ou dans un domaine connexe.
• Connaissance des principes et des meilleures pratiques en mati\xc3\xa8re d\'apprentissage et de d\xc3\xa9veloppement.
• Une exp\xc3\xa9rience ant\xc3\xa9rieure dans l\'industrie des casinos et de l\'h\xc3\xb4tellerie est fortement souhait\xc3\xa9e.
• Excellentes comp\xc3\xa9tences interpersonnelles, de communication et de leadership.
• Excellentes capacit\xc3\xa9s d\'analyse et de r\xc3\xa9solution de probl\xc3\xa8mes.
• Capacit\xc3\xa9 \xc3\xa0 travailler de mani\xc3\xa8re autonome et en collaboration au sein d\'une \xc3\xa9quipe.
• Ma\xc3\xaetrise de la suite Google.

Si vous \xc3\xaates enthousiaste \xc3\xa0 l\'id\xc3\xa9e de rejoindre Playground et de contribuer au succ\xc3\xa8s de nos initiatives d\'apprentissage et de d\xc3\xa9veloppement, nous serions ravis de vous entendre!

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