Assistant Director Luxury Experience - Full Time (Caesars Palace LV)

Caesars Entertainment•Las Vegas, NV

About The Position

The Assistant Luxury Experience Director leads the Luxury Concierge Services team in delivering exceptional, personalized service to Caesars Entertainment’s high-value, non-gaming luxury guests. The role oversees daily service operations and team development, resolves guest requests and complaints, supports itinerary planning, identifies opportunities to enhance guest profiles and revenue, and coordinates with departments and external partners to provide seamless luxury experiences. It also supports departmental strategies for guest service, cooperation, financial responsibility, and asset management while maintaining discretion with sensitive guest and team member information. The position calls for an engaged leader able to work in a fast-paced, guest-centric resort environment and manage multiple systems, phone lines, and urgent communications. The role requires varied scheduling, including evenings, weekends, and holidays, and involves work throughout the office and property. The position is based at Caesars Palace in Las Vegas, as indicated in the job title.

Requirements

Must be at least 21 years of age.
At least 3 years of leadership experience in luxury hospitality, guest services, or concierge operations.
Demonstrated ability to lead teams, manage performance, and foster a culture of excellence.
Strong verbal, written, and interpersonal communication skills, including the ability to engage guests, executives, and partners.
In-depth understanding of luxury service standards, guest expectations, and high-touch service delivery.
Ability to work professionally in a fast-paced environment.
Professional appearance and demeanor consistent with luxury brand standards.
Able to work varied shifts, including weekends and holidays; scheduled days and times may vary according to business needs in a 24-hour, seven-day hospitality operation.
Ability to communicate effectively in English, in written and oral forms.
Experience in areas such as personal assistant work, guest service, guest relations, lifestyle or account management, or luxury travel.
Existing connections in Las Vegas dining, nightlife, and entertainment sectors.
Understanding of high-net-worth guests, affluent lifestyles, and luxury products and services for members who travel to ultra-luxury destinations.
Experience using customer relationship management systems to log guest requests, action requests, and update preferences.
Luxury resort experience with robust food, beverage, and rooms operations.
Proficiency in concierge platforms, CRM systems, and Microsoft Office Suite.
Interpersonal skills to deal effectively with business contacts.
Analytical approach to recommendations, fact-finding, and decision-making.
Ability to build rapport, adapt communication and presentation approaches to different audiences, and engage a wide range of stakeholders.
Ability to articulate a vision and create a unified mission around hotel people, product, and service transformation.
Ability to motivate and inspire team members across generations and demographics.
Exceptional presence and engagement with employees and guests, including involvement in day-to-day operations.
Maturity, confidence, patience, humility, and emotional intelligence when working with a large team and discerning guests.
Negotiation and diplomacy skills with team members, guests, corporate partners, and ownership.
Ability to integrate into an experienced team, lead collaboratively, and approach fact-finding in partnership with others.
Ability to influence others to execute strategy, prioritize work, and drive results.
Ability to work strategically while also supporting implementation of plans through hands-on execution.
Ability to make decisions with integrity and maintain discretion and confidentiality.
Ability to work flexible hours, including evenings and weekends, and manage multiple tasks under time constraints.
Ability to handle heavy business volume and sensitive situations involving team members, candidates, and guests in a timely manner.
Must tolerate areas containing secondhand smoke.
Must be able to lift and carry 35 pounds; bend, crouch, kneel, and twist; and work at a desk or counter.
Must respond to visual and aural cues, operate office equipment with manual dexterity, recognize and respond to individuals with questions, and maneuver around the office and property.

Nice To Haves

A bachelor’s degree in Hospitality, Business, or a related field is preferred.
Familiarity with Forbes Travel Guide and AAA luxury service standards.
Multilingual abilities.
Previous experience with platforms such as InfoGenesis, OpenTable, Seven Rooms, HotSOS, Maximo, Tableau, SQL, LMS, and/or Opera.
Proven track record of improving Medallia, Forbes, and LQA performance through inspiration and accountability.
Previous project management experience and a track record of effectively communicating and presenting information to corporate and property leadership.

Responsibilities

Provide extraordinary service consistent with Caesars Entertainment Mission Values and Forbes and AAA service standards.
Lead, support, coach, and train the Luxury Concierge team to deliver strong daily operations, guest satisfaction, and financial performance.
Take ownership of guest requests and complaints, resolve issues promptly, and follow up to confirm satisfaction.
Assist with planning and creating itineraries for incoming luxury guests.
Develop knowledge of multiple properties, their room products, and amenities to identify upsell opportunities and revenue.
Communicate professionally with guests, internal teams, vendors, and executives across communication channels.
Identify, record, and update personal profiles for non-gaming and qualified luxury guests, including undiscovered VIPs.
Coordinate between departments to execute elaborate and special guest requests.
Build cross-functional partnerships with VIP Services, Front Office, Casino Marketing, Security, Housekeeping, and other departments to support seamless guest experiences.
Maintain confidentiality of high-profile guests, credit card numbers, and team member information.
Operate multiple computer systems, manage multi-line phones, and respond to urgent emails while completing daily responsibilities.
Maintain knowledge of local and regional attractions, entertainment, dining, and transportation options.
Support departmental strategies for guest service, team cooperation, financial responsibility, and asset management.
Lead teams, address team member concerns, and ensure timely resolution and follow-up.
Use analytical skills to track performance metrics and guest satisfaction.
Describe the benefits of and enroll guests in the Caesars Rewards program.
Perform other job-related duties as requested.