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

Caesars Entertainment•Las Vegas, NV

About The Position

The Assistant Director Luxury Experience leads the Luxury Concierge Services team in delivering exceptional, personalized service to Caesars Entertainment’s high-value, non-gaming luxury guests. The role supports daily operations, guest satisfaction, and financial performance while coaching and developing the team and ensuring service aligns with Caesars Entertainment Mission Values and Forbes and AAA standards. The position manages guest requests and complaints, helps plan itineraries, identifies upsell opportunities, maintains guest profiles, and coordinates special requests across property departments and external partners. It requires discretion with confidential guest and team-member information, strong knowledge of luxury hospitality and local Las Vegas offerings, and the ability to manage multiple systems and communications in a fast-paced environment. The role also supports guest-service strategy, team cooperation, financial responsibility, and asset management.

Requirements

Must be at least 21 years of age.
At least 3 years of leadership experience in luxury hospitality, guest services, or concierge operations.
Proven 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.
Understanding of luxury service standards, guest expectations, and high-touch service delivery.
Ability to work in a fast-paced environment while maintaining professionalism.
Professional appearance and demeanor consistent with luxury brand standards.
Ability to work varied schedules, including evenings, weekends, and holidays; scheduled days and times may vary according to business needs.
Ability to communicate effectively in English, both orally and in writing.
Ability to handle a heavy business volume, multiple tasks under time constraints, and sensitive situations involving team members, candidates, and guests.
Ability to maintain confidentiality and exercise discretion.
Ability to deal effectively with all business contacts.
Ability to tolerate areas containing secondhand smoke.
Ability to lift and carry 35 pounds.
Ability to bend, crouch, kneel, twist, and work at a desk or counter while performing job functions.
Ability to respond to visual and aural cues, operate office equipment with manual dexterity, recognize and respond to people with questions, and maneuver around the office and property.

Nice To Haves

Bachelor’s degree in Hospitality, Business, or a related field.
Experience in personal assistance, guest service, guest relations, lifestyle or account management, or luxury travel.
Existing connections in the Las Vegas dining, nightlife, and entertainment sectors.
Knowledge of high-net-worth guest needs, affluent lifestyles, and luxury products and services, including the needs of members who travel internationally to ultra-luxury destinations.
Experience using Customer Relationship Management (CRM) systems to log requests, action requests, and update guest preferences.
Luxury resort experience with substantial food and beverage and rooms operations.
Experience with platforms such as InfoGenesis, OpenTable, Seven Rooms, HotSOS, Maximo, Tableau, SQL, LMS, or Opera.
Track record of improving Medallia, Forbes, and LQA results through inspiration and accountability.
Project-management experience and a record of effectively communicating and presenting information to corporate and property leadership.
Proficiency in concierge platforms, CRM systems, and Microsoft Office Suite.
Deep understanding of Forbes Travel Guide and AAA luxury service standards.
Multilingual abilities.
Strong analytical judgment and fact-finding skills, with the ability to express a point of view without ego.
Ability to build rapport, adapt communication and presentation approaches to different audiences, and articulate an inspiring vision for hotel people, product, and service transformation.
Ability to motivate and inspire teams across generations and demographics.
Mature, confident, patient, humble, and emotionally intelligent presence with employees and discerning guests; active engagement in day-to-day operations.
Negotiation and diplomacy skills with team members, guests, corporate partners, and ownership.
Ability to serve as a visible, engaged, and respectful community leader and integrate into an experienced team while leading with empathy.
Collaborative approach to discovery and fact-finding that values others’ input and identifies barriers to implementation.
Ability to drive results, influence others to execute strategy, prioritize work, and contribute both to strategic planning and hands-on implementation.

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 in daily operations, guest satisfaction, and financial performance.
Own guest requests and complaints, resolve issues promptly, and follow up to ensure guest satisfaction.
Assist in planning and creating itineraries for incoming luxury guests.
Learn the room products and amenities of multiple properties to identify upsell opportunities and generate 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 with multiple departments to fulfill elaborate and special guest requests.
Build cross-functional partnerships with VIP Services, Front Office, Casino Marketing, Security, Housekeeping, and other departments to provide seamless guest experiences.
Maintain confidentiality of high-profile guests, credit card numbers, and team-member information.
Operate computer systems and 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.