The Rewards Center Supervisor assists the Rewards Center Manager in supervising the Rewards Center staff and day to day operations. He/she also supports the Rewards Center staff in creating the highest level of AAA Four Diamond guest service. This position also help our Marketing Team with various tasks. 

• Is responsible for practicing, supporting, and promoting Thunder Valley Casino Resort’s “Winning Attitude” Company-wide culture and demonstrating AAA Four Diamond Service Standards at all times.
• Assigns Team Members to the appropriate areas to ensure complete coverage of Rewards Center, Box Office, promotional booths, etc., as well as scheduling Team Members’ breaks.
• Is responsible for ensuring Team Members are proficient in regards to the Thunder Rewards program, patron accounts, current and upcoming promotions, and overall property information.
• Assists with interviewing potential new hires.
• Assists with completing and presenting Team Member evaluations.
• Works directly with Team Members to ensure they are knowledgeable on all property events and promotions on a daily basis.
• Motivates Team Members with positive reinforcement and demonstrates ways to obtain highest success.
• Responsible for handling any guest escalation issues and complaints to ensure that each occurrence is met with our highest AAA Four Diamond Service in an attempt to resolve the guest’s issue.
• Assists in the ongoing training of current and new Team Members.  In addition, maintains and updates all training materials.
• Assists in quality assurance performance coaching using monitoring systems to ensure representatives are using proper verbiage, maintaining confidentiality and providing AAA Four Diamond Service.
• Maintains and organizes additional modes of communication, including cell phone and radio utilization, maintenance, distribution, use and repairs.
• Posts, and notifies representatives of, any information or policy changes of which they need to be aware.
• Maintains daily and bi-weekly payroll and any PTO requests.
• Updates and maintains Team Members’ schedules.
• Monitors Team Members’ time and attendance.
• Coaches and counsels Team Members following the guidelines set forth by Thunder Valley.
• Responds to guest comments and concerns via email, web and social media platforms.
• Ensures property signage and collateral is positioned appropriately and displays current information.
• Leads Team Members on offsite events to ensure the utmost professionalism and productivity at all times.

• Passion for guest service and finding satisfaction in exceeding guest expectations. Understanding of the value of all guests including high-end guests and their unique needs.
• Ability to resolve guest challenges and diffuse escalated guest complaints.  
• Outstanding guest service skills as well as professional and positive communication skills, in both verbal and written form.
• Experience in training and/or people development.
• Minimum one year of supervisory experience.
• Hospitality (casino, hotel, reservations, front office, or revenue management) experience preferred.
• Basic computer knowledge and ability to work in multiple programs simultaneously.
• At least 21 years of age.