Luxury Experience Manager (Caesars Palace LV)

Caesars Entertainment • Las Vegas, NV

83d

About The Position

The Luxury Experience team at Caesars Entertainment is dedicated to identifying, engaging, and cultivating relationships with qualifying non-gaming luxury guests. Within this team, Luxury Concierge Services plays a vital role in enhancing the guest journey by overseeing reservation coordination, hotel registration, concierge requests, and a broad range of personalized services. By consistently delivering high-touch and white-glove service that meets Forbes and AAA luxury standards, Luxury Concierge Services supports enterprise-wide goals by expanding the Caesars Rewards ecosystem beyond traditional gaming. This approach is designed to elevate brand perception, increase guest lifetime value, and foster loyalty across Caesars Entertainment properties. All duties are to be performed in accordance with departmental, property, and corporate policies, practices, and procedures.

Requirements

• High School diploma or GED.
• 2+ experience in luxury hospitality, guest services, or concierge operations.
• Strong communication skills-verbal, written, and interpersonal-with the ability to engage guests, executives, and partners.
• In-depth understanding of luxury service standards and guest expectations, familiarity with luxury guest expectations and high-touch service delivery.
• Must be able to work in a fast-paced environment, always maintaining professionalism.
• Professional appearance and demeanor consistent with luxury brand standards.
• Work varied shifts, including weekends and holidays.
• Able to effectively communicate in English, in both written and oral forms.
• Must be 21 years of age or older to apply.

Nice To Haves

• Experience working in the following sectors/areas: Personal Assistant, Guest Service, Guest Relations, Lifestyle and/or Account Management, Luxury Travel.
• Existing 'rolodex' of connections within the Las Vegas dining, nightlife, and entertainment sectors.
• In-depth understanding of requirements involved with high net-worth guests, affluent lifestyles, luxury products/services.
• Customer Relationship Management (CRM) systems to log guest requests, actioning requests and updating preferences.
• Luxury resort experience with robust food, beverage, and rooms operations.
• Previous experience working with platforms such as ALICE, InfoGenesis, OpenTable, Seven Rooms, HotSOS, Maximo, Tableau, SQL, LMS and/or Opera.
• Proven track record of improving Medallia, Forbes and LQA through a balance of inspiration and accountability.
• Previous experience with project management and proven track record of effectively communicating and presenting information to corporate and property leadership.
• Proficiency in concierge platforms, CRM systems, and Microsoft Office Suite.
• Have interpersonal skill to deal effectively with all business contacts.
• Knowledge of Forbes Travel Guide and AAA luxury service standards, and multi-lingual abilities are preferred.

Responsibilities

• Provides extraordinary service consistent with Caesars Entertainment Mission Vision Values as well as Forbes and AAA service standards.
• Contact all non-gaming and qualified Luxury Experience guests within 24 hours of a confirmed reservation and assist with all of their pre-arrival requests, as well as post-departure follow-ups.
• Respond to all Luxury Experience email inbox correspondence within 24 hours in addition to individual email.
• Own all requests and complaints; resolve issues immediately and follow up to ensure guest satisfaction.
• Assist in planning and creating itineraries for all incoming luxury guests.
• Be knowledgeable in multiple properties with their room products and amenities to drive upsell opportunities and revenue.
• Be able to communicate eloquently and effectively through email, telephone and during face-to-face interactions.
• Identify, record, and update guest personal profiles for all non-gaming and qualified luxury guests including undiscovered VIPs.
• Act as a liaison between multiple departments in order to execute elaborate and special guest requests.
• Develop collaborative relationships with multiple departments such as VIP team, Front Office, Casino Marketing, Security, Housekeeping, Front Services, Pool, Food & Beverage, Spa & Salon, Luxury Hotel Operations, etc.
• Maintain confidentiality of high-profile guests, credit card numbers, and team member information.
• Each team member must successfully operate through different computer systems while managing multi-line phones, respond to urgent emails all while performing the daily job responsibilities.
• Be and stay knowledgeable on all dining and entertainment venues all throughout Las Vegas including but not limited to: casino marketing events, restaurants, golf courses, spas, nightclubs and tours in order to personalize recommendations for guests.
• Provide business center services to include faxing, copying, emailing and facilitation of shipping needs.
• Be able to describe benefits and enroll guests in the Caesars Rewards program.
• Perform all other job related duties as requested.

What This Job Offers

• Industry: Accommodation
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees