Lounge Concierge

The Lounge Concierge is responsible for providing exceptional service to VIP casino guests. The Lounge Concierge will proactively anticipate and respond to guest needs while maintaining a polished, discreet, and professional presence. Responsibilities include serving beverages and food directly to guests, coordinating and transporting food and beverage orders from all applicable food and beverage venues on property, coordinating valet services, and assisting VIP guests with appropriate ancillary requests, including hotel room keys, amenities, transportation, and other guest-service needs.

The Lounge Concierge will demonstrate a passion for hospitality, strong communication skills, extensive food and beverage knowledge, and a commitment to delivering world-class service while maintaining a professional and welcoming atmosphere. License Level: This is a non-gaming position requiring a non-gaming license. This position has no gaming related responsibilities, no access to secure gaming areas and no access to sensitive player information.

This is a food server based position. This position does not have the ability to make discretionary decisions or long-range policy determinations that impact gaming facility operations.

VIP Guest Services Provide exceptional customer service to all guests, including VIP guests, casino patrons, and lounge visitors. Provide personalized, attentive, and discreet service to VIP casino guests within the designated area. Create memorable guest experiences through attentive, personalized, and professional service. Anticipate guest needs and proactively respond to requests to ensure guest satisfaction. Present menus, explain food and beverage offerings, and make recommendations based on guest preferences.

Demonstrate extensive knowledge of menu items, ingredients, preparation methods, cocktails, beer, wine, spirits, and promotional offerings. Utilize suggestive selling and upselling techniques to enhance the guest experience and drive revenue. Accurately take food and beverage orders and enter them into the point-of-sale (POS) system. Deliver food and beverages in a timely and professional manner while maintaining presentation and quality standards.

Monitor tables and lounge seating areas to ensure guests receive prompt and attentive service throughout their visit. Process cash, credit card, comp, and other approved payment transactions accurately and efficiently. Maintain accountability for cash banks and follow all cash-handling procedures and internal controls. Balance receipts and reconcile transactions in accordance with company policies. Verify guest identification and ensure compliance with all responsible alcohol service requirements.

Resolve guest concerns or service issues in a professional manner and notify management when appropriate. Maintain cleanliness, sanitation, and organization of service stations, dining areas, and work spaces. Follow all food safety, sanitation, workplace safety, and responsible beverage service standards. Work collaboratively with bartenders, culinary staff, supervisors, and fellow team members to ensure smooth operations. Assist with lounge setup, breakdown, stocking, and side work duties as assigned.

Attend required training sessions, departmental meetings, and safety briefings. Adhere to all company policies, collective bargaining agreements, gaming regulations, and departmental procedures. Perform other duties as assigned. Create a welcoming, polished, and elevated guest experience consistent with the property's luxury service standards. Respond promptly and professionally to guest requests, questions, and concerns. Maintain a visible yet unobtrusive presence. Bus guest tables and service areas promptly by removing used dishes, glassware, silverware, debris, and other items.

Clean, sanitize, and reset tables and guest areas efficiently to maintain appearance and maximize seating availability where applicable. Maintain cleanliness and organization throughout VIP areas, dining areas, service stations, side stations, and other designated guest-faceting and back-of-house support areas. Restock side stations and service areas with glassware, silverware, napkins, condiments, ice, beverages, and other operational supplies. Monitor inventory levels of service supplies and communicate replenishment needs to the appropriate supervisor.

Remove trash from service areas, side stations, guest-faceting areas, and…