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PD Services Supervisor

PD Services Supervisor

Hire Type 
Regular Full-Time
Minimum Age (Years) 
21 or Above
# of Openings Remaining 

More information about this job


The Player Development Services Supervisor is responsible for leading a specialized team of service professionals to provide exceptional service on-property and by phone with our very best gaming Guests. Responsibilities will encompass all aspects of the customer service journey, consistently striving to provide a Four Diamond experience for our valued Guests.  The ideal candidate for this position must have an innate passion for customer service and an extensive supervisory background in delivering outstanding customer service.  This person must be self-motivated, inspiring, and have experience leading, training and coaching large and highly collaborative service teams to success.  

Essential Functions

  • 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.
  • Responsible for on-going hiring and performance management of a team of service professionals to provide for efficient guest service, customer satisfaction, and profitability.
  • Responsible for the supervision of Casino Service Agents.
  • Assist with hiring, scheduling, training, performance appraisals and recommendations for discipline of Casino Service Agents.
  • Responsible for overseeing the external bus operation including vendor interaction, overseeing execution of the daily bus business, and responding to reporting and marketing needs for the bus operator.
  • Assist with the executive processes within the Player Development Department, and ensure efficient and flawless execution.
  • Champion organizational improvements and efficiencies by seeking out best practices and opportunities for innovation.
  • Respond to Guest needs and follow through on all questions and requests.
  • Enforce Guest service standards.
  • Create and implement policies and procedures.
  • Assist with Player Development events including planning and execution for special events.
  • Prepare any required reports.
  • Keep senior staff apprised of any problems or critical situations that may arise.

Minimum Qualifications

  • Must have at least three (3) years of experience in a casino, hotel, resort, or customer service environment including at least one (1) year of supervisory experience.
  • Work experience in a luxury environment is preferred.
  • Must have excellent interpersonal, communication, problem solving, leadership and analytical skills. 
  • Ability to communicate effectively with Guests, Team Members and Management in both written and verbal form.
  • Proficiency in Microsoft Office and programs used by Player Development including, but not limited to, Patron Management, Opera, VIZ Explorer or similar systems.
  • Must be comfortable overseeing daily operations while exercising strategic problem solving skills.
  • Must be at least 21 years of age.

If you feel that this position is a great match for your interests and skills, click the button to apply.  Thank you again for considering joining the Thunder Valley Casino Resort team!

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