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Coushatta Casino Resort

Kinder, Louisiana
Job Type:
Job Status:
Full Time
Coushatta Casino Resort
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Job Details

This position is responsible for the implementation and success of organizational development efforts for Coushatta Casino Resort. Responsible for the development, learning, instruction and the obtaining of necessary certifications to implement programs, such as continuous improvement processes, performance management, associate development, guest service, guest recovery, etc. This position will oversee management of the Training and Development, Guest Services/Recovery, Associate Engagement, and Performance Management departments. This position will work closely with all levels of management to ensure team and property-wide achievement of goals. Instructs, facilitates and coordinates all courses related to organizational development.



  • At all times provide the ultimate Southern Hospitality experience for all of our guests.
  • Provide a clean and comfortable atmosphere by assisting in keeping the entire Casino/Resort orderly and presentable at all times, as well as addressing other general property appearance needs as you come upon them.
  • Manage total operational excellence processes to ensure team and property-wide goal achievement.
  • Interacts with key business leadership to develop the business process transformation vision and strategies that will enable best in market guest service while minimizing waste throughout the organization.
  • Works collaboratively with Executive Management to coordinate and negotiate contracts with vendors.
  • Lead and drive business transformation initiatives and ongoing improvement processes.
  • Properly engage, collaborate and influence all functions in business transformation efforts to ensure process improvement strategy is understood, and sufficiently supported by the appropriate stakeholders.
  • Lead the training and sharing of knowledge with teams to enable them to develop business transformation capabilities.
  • Directs and provides strategic guidance to senior management, capturing cost savings and productivity improvements throughout the organization.
  • Accountable for delivering strategic results from the application of continuous improvement methodologies and effective change management.
  • Evaluates business processes and performance metrics to determine initiatives that will yield greater productivity and efficiency to enable growth.
  • Acts as a mentor, coach and technical leader in the implementation of Organizational Development best practices.
  • Designs and implements measurement systems to track effectiveness of business process improvement initiatives and presents findings and recommendations to senior management.
  • Provide guest recovery services by responding to guest recovery cases (written correspondence, phone calls, comps, etc.).
  • Responsible for the data analysis and distribution of data (surveys, secret shopper, etc.).
  • Identify training needs throughout the resort and work collaboratively with the Manager of Learning and Development to design and implement training.
  • Facilitates quality and change management processes; identifies guest needs and key drivers to reach guest loyalty goals.
  • Ensures successful and timely execution of Company’s strategic initiatives.
  • Collaborate with Executive Management to improve organizational development throughout the resort.
  • Manage annual performance evaluation process by reviewing the process and recommending updates as needed.
  • Communicate measurement standards and key performance indicators to all members of the organization.
  • Monitor performance of all departments and identify performance gaps; provide reports to the General Manager.
  • Maintains and updates company competencies at all levels and ensure effective utilization of the competencies and desired behaviors.
  • Circulates success stories to Managers and Executive Management.
  • Serves as a resource to all teams, providing coaching to help teams overcome barriers to success; involve any appropriate level of the organization needed to overcome problems.
  • Help to re-energize and refocus individuals and teams as needed.
  • Manage career path for associates and succession planning for key leadership roles throughout the organization.
  • Facilitate guest service program in New Associate Orientation and to newly promoted managers.
  • Facilitate leadership programs and other courses related to operational excellence.
  • Keep everyone involved, at every level, sufficiently engaged in the total operational excellence processes.
  • Provide oversight of the Star12 program and other associate development programs.
  • Partner with all departments to develop and facilitate supervisory and performance management training and development programs.
  • Responsible for resort-wide training and development.
  • Oversee management of the Training and Development, Guest Services/Recovery, Associate Engagement, and Performance Management departments.
  • Prepares and submits annual operating budget for review and approval, manages effectively within this budget, and reports accurately on progress made and challenges encountered.
  • Attends conferences and seminars related to duties of position.
  • Manage the Organizational Development budget.
  • Maintains the highest degree of confidentiality.
  • Responsible for maintaining a consistent, regular attendance record.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified. Additional duties may be assigned and successful candidates will show initiative in finding additional duties for the betterment of the operation.


SERVICE STANDARDS: When interacting with guests, Director – Organizational Development is expected to use the Organizational Development’s Department Service Standards consisting of:

  • Smiling, making eye contact (if possible) and greeting the guest
  • Engage in pleasant conversation and/or explain the problem or issue to the guest
  • Close the transaction as appropriate


  • Contribute to a safe work environment, through compliance with established safety guidelines, identifying potential safety hazards, and reporting same to the appropriate person for proper resolution.
  • Maintain a professional departmental, company and community reputation
  • Enforce performance standards, policies and procedures as they relate to the department.
  • Maintain appropriate gaming license(s)



  • Supervise Organizational Development staff under span of control.
  • Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining associates; addressing complaints, resolving problems, and terminating employment.



  • To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Must be able to work any shift as assigned, with days off as assigned and be available for work on holidays and high-volume days as needed.


  • Must possess a strong skill-base in training (certification in training), presentation, and multi-media capabilities.
  • Must possess certifications required to implement and oversee CIP, guest recovery efforts, and performance management programs.
  • Oral and written communications must be adaptable to various organizational levels, from non-skilled to skilled to executives.
  • Must have excellent skills in MS Office Products, such as Word, PowerPoint, and Excel.
  • Must be very organized and possess a strict attention to detail.
  • Must demonstrate strong influence among all levels of the organization, in order to achieve high levels of cross-functional collaboration.
  • Must have successful record of accomplishment of team goals and leadership.


  • Must possess excellent communication, organizational, and analytical skills.


  • Ability to effectively present information in one-on-one and small group situations, to guests and other associates of the company.


  • Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals and work with mathematical concepts, such as probability and statistical inference.


  • Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to apply commonsense reasoning to a variety of situations.


  • The physical demands described here are representative of those that must be met by an associate to successfully perform the functions of this job.
  • While performing the duties of this job, the associate is regularly required to use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The associate may be required to climb or balance; and kneel, crouch, or crawl. The Associate will be required to frequently walk, stand, sit, bend, stoop or squat.
  • Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
  • The Associate will frequently lift, move or carry up to twenty-five (25) pounds. Occasionally the Associate may be required to lift, move or carry more than fifty (50) pounds.


  • The work environment characteristics described here are representative of those an associate will encounter while performing the functions of this job.
  • The noise level in the office work environment is usually moderate. When on the casino floor, the noise level increases to loud.
  • When on the casino floor or other designated areas may be subjected to tobacco smoke and/or bright flashing lights.

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