Description
Las Vegas, Nevada
The SHOW comes alive at MGM Resorts International
Have you ever wondered what it would be like to work in a place full of excitement, diversity, and entertainment? Are you enthusiastic about being a team player in one of the most fascinating industries in the world? At MGM Resorts, we seek individuals like YOU to create unique and show-stopping experiences for our guests.
THE JOB:
The Rolex Training Manager is responsible for designing, implementing, and continuously advancing learning and coaching strategies that strengthen service excellence across the Rolex Boutique and the Retail Division. With a primary focus on visible leadership, floor presence, and intentional daily coaching, this role translates Rolex brand standards, luxury hospitality principles, and business priorities into meaningful development experiences that enhance execution and cultivate a culture of anticipatory service. Through elevated onboarding experiences, purposeful coaching and sustained performance reinforcement, this role drives consistency, operational excellence, and exceptional guest experiences while ensuring every interaction reflects the prestige, precision, craftsmanship, and hospitality standards synonymous with Rolex and MGM Resorts International.
THE DAY-TO-DAY:
Design, develop, and execute a comprehensive Rolex Annual Training Calendar aligned with Rolex brand standards, luxury hospitality expectations, operational priorities, and business objectives. Liaise with Rolex regarding training initiatives, curriculum alignment, and boutique development opportunities
Maintain a highly visible and consistent presence on the sales floor, dedicating the majority of working time to real-time coaching, behavioral observation, service reinforcement, and team development
Serve as a day-to-day leader for the Rolex Boutique and Retail Division by translating learning into elevated execution, reinforcing service rituals, and driving measurable performance outcomes through immediate coaching and feedback. Serve as an ambassador of MGM Resorts’ service culture by overseeing compliance learning, safety, operational learning requirements, certifications, and brand-directed curriculum
Lead by example through daily demonstration and reinforcement of the Rolex and MGM service philosophy, ensuring luxury standards are consistently modeled, elevated, and sustained. Participate in daily briefs with team members, cascade information as needed
Own the end-to-end training lifecycle of retail learning initiatives, including needs assessment, curriculum design, facilitation, reinforcement, measurement, certification, and continuous improvement
Develop and continuously refine learning resources including SOPs, onboarding experiences, service playbooks, job aids, and experiential learning modules
Coach, mentor, and develop the Retail Division to ensure disciplined execution of service standards, luxury hospitality expectations, and operational excellence are integrated into every client interaction
Partner closely with Retail Division and Rolex Leadership to embed anticipatory service, emotional intelligence, hospitality storytelling, and elevated client awareness into daily execution
Lead structured onboarding and integration experiences for new team members that accelerate readiness, cultural alignment, operational confidence, and guest service execution
Measure training effectiveness through structured feedback mechanisms, performance analytics, engagement indicators, retention insights, and business outcomes while translating findings into targeted development plans and curriculum enhancements. Conduct observations, calibration sessions, and service excellence audits while establishing frameworks that drive consistency, elevate standards, and create alignment in the delivery of luxury service
Continuously identify luxury service trends, learning innovations, and hospitality best practices to ensure that the Rolex Boutique and the Retail Division continue to set the benchmark for service excellence
Champion a culture of craftsmanship, hospitality, accountability, and continuous improvement that inspires teams to consistently exceed expectations and elevate the client experience
THE IDEAL CANDIDATE:
1+ years of prior relevant experience in Hospitality training, operations leadership, or instructional design
Experience in luxury hospitality, luxury retail, or related field
Bachelor's degree in Communications or related field is preferred
Must be 21 years of age or older
THE PERKS & BENEFITS:
Wellness incentive programs to help you stay healthy physically and mentally
Access to company hotel, food and beverage, retail, and entertainment discounts as well as discounts with company partners on things like travel, electronics, online shopping, and more
Free meals in our employee dining room
Free parking on and off shift
Health & Income Protection benefits (for eligible employees)
Professional and personal development through programs and networking opportunities as well as volunteer opportunities in the community
VIEW JOB DESCRIPTION:
https://mgmresorts.marketpayjobs.com/ShowJob.aspx?EntityID=2&jobcode=12962
Are you ready to JOIN THE SHOW? Apply today!
