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.

Essential Duties/Core Competencies

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.

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• 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 workspaces.
• 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-facing 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-facing areas, and other designated areas while maintaining cleanliness and sanitation standards.
• Maintain service areas in a clean, organized, stocked, and presentation-ready condition throughout the shift.
• Assist with opening, closing, and side-work duties as assigned.
• Assist with special events, entertainment events, promotional functions, and VIP functions as assigned.
• Communicate effectively with culinary, restaurant, bar, stewarding, lounge, casino operations, and management teams to ensure seamless service.
• Respond promptly to guest requests and communicate guest needs to the appropriate server, supervisor, or department.

VIP Concierge

·       Assist VIP guests with appropriate ancillary requests that enhance their overall hotel and casino experience.

·       Coordinate valet services on behalf of VIP guests, including requesting vehicles, communicating guest arrival or departure needs, and coordinating with the valet team for timely vehicle retrieval.

·       Maintain communication with valet personnel regarding VIP arrivals, departures, special requests, and other approved transportation needs.

·       Assist in coordinating guest transportation and vehicle-related requests in accordance with property procedures.

·       Coordinate requests involving hotel room keys, replacement or additional guest amenities, property information, transportation, and other approved guest-service needs.

·       Serve as a liaison between VIP guests and relevant hotel, casino, valet, food and beverage, housekeeping, front desk, transportation, and other departments.

·       Follow established procedures when handling guest room keys, sensitive guest information, vehicle information, or other controlled items.

·       Escalate requests that fall outside the position's authority or established procedures to the appropriate supervisor or department.

·       Maintain current knowledge of property amenities, restaurants, entertainment, casino services, hotel services, valet operations, transportation options, and VIP offerings.

Qualifications

• Previous experience in luxury hospitality, casino operations, food and beverage, hotel guest services, concierge services, or a related field preferred.
• Previous experience serving VIP or high-profile clientele is highly desirable.
• Strong customer-service and interpersonal skills.
• Ability to communicate professionally with guests, coworkers, and leadership.
• Ability to work efficiently while maintaining a high level of attention to detail.
• Ability to prioritize and manage multiple guest requests simultaneously.
• Ability to maintain discretion when handling confidential guest information.
• Knowledge of food and beverage service standards preferred.
• Knowledge of hotel, casino, valet, and luxury hospitality operations preferred.
• Must be able to successfully complete all required background checks, licensing, and regulatory requirements applicable to the position.

Essential Requirements
To perform this job successfully, an individual must be able to perform each job responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

The Lounge Concierge works in a casino environment characterized by frequent guest interaction, moderate to high noise levels, and a fast-paced atmosphere. Employees are expected to maintain professional appearance standards and deliver exceptional hospitality while adhering to all operational, safety, and union requirements.

Essential Requirements:

• Guest Service Excellence
• VIP Guest Relations
• Food & Beverage Knowledge
• Cash Handling Accuracy
• Sales and Upselling
• Communication Skills
• Teamwork and Collaboration
• Attention to Detail
• Professionalism
• Responsible Alcohol Service
• Conflict Resolution
• Reliability and Accountability

Physical and Mental Demands:
The physical demands described here are representative of those that must be met by the Team Member to successfully perform the essential functions of this job.

While performing the duties of this job, the Team Member is regularly required to talk or hear. The Team Member is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls. The Team Member is occasionally required to reach with hands and arms, and to sit, climb or balance, and stoop, stretch, bend, kneel, or crouch. Ability to stand and walk for extended periods during scheduled shifts. Ability to carry trays with food and beverage items.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Essential responsibilities include moderate physical ability such as lift or maneuver at least Thirty (30) pounds.Language Skills:Ability to read, analyze, and interpret documents, such as policy and procedure manuals and other related documents.  Ability to respond to common inquiries from other Team Members or guests. Fluency in English required.  Ability to write detailed instructions and correspondence.  Ability to effectively present information in one-on-one and small group situations. Ability to work in a fast-paced environment while maintaining accuracy and attention to detail. Mathematical Skills & Reasoning Ability:Ability to compute complex mathematical calculations. Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Ability to decipher various reports and maintains reports upon request with strong decision-making and problem-solving skills. Ability to work well under pressure and deadlines.

Work Environment

The work environment characteristics described here are representative of those that exists while employees are performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is typically moderate. When on the property or some back of house areas, the noise level increases to loud. Must be able to interact with internal and external guests in a professional manner.
• Due to the unpredictable nature of the hospitality/entertainment industry, employees must be able to work varying schedules to reflect the business needs of the property.

The Company is committed to achieving full equal opportunity without discrimination based on race, religion, color, sex, national origin, politics, marital status, physical disability, age or sexual orientation or any other status protected by law. We welcome the strength of diversity in our workforce.

NOTE:  This job description is not intended to be all-inclusive. Team members may perform other related duties as required to meet the ongoing needs of the organization.

This position may require obtaining a non-gaming license

 Pay Transparency: $35.00-$42.00

Working at Resorts World:

Resorts World New York City strives to provide our guests with world-class gaming, exquisite dining, and unique entertainment experiences. We are looking to hire an enthusiastic and dedicated team of professionals.