VIP Lounge Experience Lead

Downstream Casino Resort

Northern (KY)

Hybrid

USD 32,000 - 52,000

Full time

14 days+

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Job summary

Downstream Casino Resort in Quapaw, OK is seeking a Premium Lounge Attendant to deliver a high-touch lounge experience for invited guests and coordinate with VIP Services. You will maintain lounge ambiance, support marketing initiatives, and ensure staffing and service consistency across the Food & Beverage team.

The role emphasizes discretion, exceptional communication, and a strong guest-service orientation to drive positive experiences and compliance with gaming and health standards.

Qualifications

High school diploma or equivalent is required.
2-3+ years of experience in a premium lounge, hospitality, hotel, or casino environment.
Strong guest service orientation with 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.

Responsibilities

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.

Skills

Guest service

Discretion

Communication

Interpersonal skills

Flexible schedules

Licensing & compliance

Education

High school diploma or equivalent

Job description

The role emphasizes discretion, exceptional communication, and a strong guest-service orientation to drive positive experiences and compliance with gaming and health standards.

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