Diamond Lounge Supervisor

Downstream Casino Resort•Quapaw, OK

18h•Onsite

About The Position

The Diamond Lounge Supervisor is responsible for delivering a high-touch, premium lounge experience for invited and authorized guests. This role involves proactively engaging with guests to anticipate needs, personalize service, and discreetly resolve concerns. The supervisor will maintain the lounge ambiance, cleanliness, and overall presentation in accordance with premium service standards. They will support hosted visits, marketing initiatives, and guest experiences in coordination with Casino Hosts and VIP Services, while overseeing the day-to-day flow of the lounge to ensure smooth operations and positive guest experiences. This position serves as the primary Marketing and Player Development liaison within the lounge environment, monitoring service delivery and communicating any service issues, guest feedback, or operational concerns to Food & Beverage leadership. The supervisor will coordinate with Food & Beverage to support proper staffing levels and work closely with Food & Beverage management and bartenders to maintain service consistency and responsiveness. They will communicate guest needs, special requests, service challenges, or improvement opportunities in a timely and professional manner, and support Food & Beverage and banquet initiatives related to quality control, responsible alcohol service, and compliance. The role involves escalating service-related issues appropriately while maintaining a positive, collaborative working relationship, and working closely with banquets on BEO and billing verification. The supervisor will partner with Player Development, VIP Services, and Players Club teams to support marketing and guest engagement strategies, including lounge-specific events, and communicate guest preferences, service feedback, and lounge utilization trends to Marketing leadership. Ensuring lounge access, amenities, and service levels align with reinvestment guidelines and management direction, and assisting in identifying opportunities to enhance guest engagement through service observation and interaction are key responsibilities. The supervisor must ensure lounge operations align with gaming regulations, liquor laws, health codes, and internal controls, and monitor comp usage, lounge access protocols, and adherence to operational guidelines. Support documentation related to incidents, guest concerns, or operational exceptions, completing shift summaries, incident logs, and guest service reports, and tracking lounge utilization, comp usage, and service trends are also required. Finally, the supervisor will provide recommendations for operational improvements and enhanced guest experiences.

Requirements

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.

Nice To Haves

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).

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 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.