Diamond Lounge Supervisor

RESPONSIBILITIES include the following. Other duties may be assigned:
Deliver a high-touch, premium lounge experience for invited and authorized guests.
Proactively engage with guests to anticipate needs, personalize service, and discreetly resolve concerns.
Maintain lounge ambiance, cleanliness, and overall presentation in accordance with premium service standards.
Support hosted visits, marketing initiatives, and guest experiences in coordination with Casino Hosts and VIP Services.
Oversee the day-to-day flow of the lounge to ensure smooth operations and positive guest experiences.
Serve as the primary Marketing and Player Development liaison within the lounge environment.
Monitor service delivery and communicate any service issues, guest feedback, or operational concerns to Food & Beverage leadership.
Coordinate with Food & Beverage to support proper staffing levels based on lounge volume and events.
Work closely with Food & Beverage management and bartenders to maintain service consistency and responsiveness.
Communicate with guest needs, special requests, service challenges, or improvement opportunities in a timely and professional manner.
Support Food & Beverage and banquet initiatives related to quality control, responsible alcohol service, and compliance.
Escalate service-related issues appropriately while maintaining a positive, collaborative working relationship.
Work closely with banquets on BEO and billing verification.
Partner with Player Development, VIP Services, and Players Club teams to support marketing and guest engagement strategies including lounge specific events.
Communicate guest preferences, service feedback, and lounge utilization trends to Marketing leadership.
Ensure lounge access, amenities, and service levels align with reinvestment guidelines and management direction.
Assist in identifying opportunities to enhance guest engagement through service observation and interaction.
Ensure lounge operations align with gaming regulations, liquor laws, health codes, and internal controls.
Monitor comp usage, lounge access protocols, and adherence to operational guidelines.
Support documentation related to incidents, guest concerns, or operational exceptions.
Complete shift summaries, incident logs, and guest service reports.
Track lounge utilization, comp usage, and service trends.
Provide recommendations for operational improvements and enhanced guest experiences.
QUALIFICATIONS/REQUIREMENTS:
To perform this job successfully, an individual must be able to perform each of the essential duties and responsibilities satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Required
High school diploma or equivalent.
2–3+ years of experience in a premium lounge, hospitality, hotel, or casino environment.
Strong guest service orientation with emphasis on discretion and professionalism.
Excellent interpersonal and communication skills.
Ability to work flexible schedules, including nights, weekends, holidays, and special events.
Must meet all gaming and regulatory licensing requirements.
Preferred
Prior casino lounge, VIP services, or player development experience.
Experience working cross-functionally with Food & Beverage teams.
Familiarity with loyalty-driven marketing environments.
Alcohol service certification (TIPS or equivalent).
Core Competencies
Premium guest service and discretion
Cross-department collaboration
Operational awareness and accountability
Clear communication and issue escalation
Marketing and player engagement alignment
Physical and Work Environment Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderately loud. When on the casino floor, the noise levels increase too loud. Must be able to work in an environment where smoking is permitted.
Ability to stand and walk for extended periods.
Ability to lift and carry up to 25–30 lbs.
Exposure to a casino environment, including noise and lighting.
The Downstream Casino Resort Adheres to all applicable Resolutions of the Quapaw Nation. Native American Preference policy does apply.