Rolex Training Mgr

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Profile Title:

Rolex Training Mgr

Job Code:

12962

Business_Title

Rolex Training Manager

Profile Title:

12962 Rolex Training Mgr

Grade / Band:

IC3

FLSA Status:

Exempt

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.

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.

Performs other job-related duties as requested

Proof of eligibility to work in the United States

Bachelor's Degree

Communications or related field

Preferred

1+ Years of Prior Relevant Experience

Hospitality training, operations leadership, or instructional design

Required

2+ Years of Prior Relevant Experience

In luxury hospitality, luxury retail, or related field

Preferred

3+ Years of Prior Relevant Experience

Hospitality training, operations leadership, or instructional design

Preferred

Understanding of Luxury Experience.

Required

Understanding of Luxury Timepieces and Jewelry.

Preferred

Demonstrated expertise in adult learning principles and instructional design methodologies.

Strong facilitation presence with the ability to engage diverse audiences from frontline to management.

Advanced facilitation and public speaking capability.

Ability to debrief experiential learning and translate insight into operational action.

Skilled in blended learning development and curriculum architecture.

Strong analytical mindset with ability to evaluate learning effectiveness and adjust strategy accordingly.

Excellent written communication and content development skills.

Professional presence consistent with luxury hospitality standards.

Strong interpersonal effectiveness with ability to build trust at all organizational levels.

Working knowledge of hospitality systems and workflows with ability to translate into frontline training.

High level of organization, discretion, and independent project management capability.

Proficient computer skills in Microsoft Office Products, Word, Excel, PowerPoint, and the Internet.

Balancing

X

Bending

X

Carrying 10 pounds

X

Clear speech - simple

X

Clear speech - complex

X

Climbing

X

Distant vision

X

Driving

X

Flexibility - upper body

X

Flexibility - lower body

X

Hearing/Listening

X

Kneeling

X

Lifting 10 pounds

X

Near vision

X

Normal vision

X

Pushing/Pulling

X

Reaching

X

Sitting

X

Standing

X

Typing

X

Walking

X

Communication - verbal

X

Communication - written

X

Confined area

X

Contacts - works alone

X

Contacts - works around others

X

Contacts - works with others

X

Exposure to dust / dirt

X

Exposure to fumes / odors

X

Extreme cold

X

Extreme heat

X

Fast pace

X

Hazardous conditions - chemicals

X

Hazardous conditions - high structures

X

Hazardous conditions - high voltage

X

Indoors

X

Noise levels - low to moderate

X

Noise levels - high

X

Office conditions

X

Outdoors

X

Restricted area

X

Shifts

X

Smoke

X

Travel

X

Wet/Humid

X

Analytical

X

Clerical

X

Comprehension

X

Crisis incidents

X

Customer service

X

Decision making

X

High pressure

X

Judgment

X

Long hours

X

Math skills - advance

X

Math skills - basic

X

Organization

X

Reading - simple

X

Reading - complex

X

Repetition

X

Tight deadlines

X

Writing - simple

X

Writing - complex

X