Manager Luxury Experience - Full Time (Caesars Palace LV)

Caesars Entertainment•Las Vegas, NV

11d•Onsite

About The Position

The Luxury Experience team at Caesars Entertainment identifies, engages, and cultivates relationships with qualifying non-gaming luxury guests. Luxury Concierge Services enhances the guest journey by coordinating reservations and hotel registration, responding to concierge requests, and providing personalized services. The team delivers high-touch, white-glove service aligned with Forbes and AAA luxury standards, helping expand the Caesars Rewards ecosystem beyond traditional gaming, elevate brand perception, increase guest lifetime value, and foster loyalty across Caesars Entertainment properties. The Manager Luxury Experience provides personalized service to luxury guests before, during, and after their stays; coordinates requests and itineraries; resolves complaints; and collaborates with departments across the properties. The role also supports Caesars Rewards enrollment, maintains guest profiles and confidentiality, and provides business center services. This is a full-time, on-site position at Caesars Palace in Las Vegas. Work hours may vary and include evenings, weekends, and holidays.

Requirements

Must be at least 21 years old.
High school diploma or GED.
At least 2 years of experience in luxury hospitality, guest services, or concierge operations.
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 shifts, including weekends and holidays; scheduled days and times may vary based on business needs.
Effective written and oral communication in English.
Experience in areas such as personal assistance, guest service, guest relations, lifestyle or account management, or luxury travel.
Existing network of connections in Las Vegas dining, nightlife, and entertainment.
Understanding of high-net-worth guests, affluent lifestyles, and luxury products and services.
Experience with customer relationship management (CRM) systems for logging requests, taking action, and updating preferences.
Luxury resort experience with substantial food, beverage, and room operations.
Experience with one or more of ALICE, 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 track record of communicating and presenting information to corporate and property leadership.
Proficiency with concierge platforms, CRM systems, and Microsoft Office Suite.
Interpersonal skills to deal effectively with business contacts.
Analytical thinking, fact-finding, and the ability to express a viewpoint without ego.
Ability to build rapport, adapt communication and presentation approaches to different audiences, and engage a wide range of stakeholders.
Ability to articulate a vision that supports a unified mission for hotel people, products, and service transformation.
Strong personal presence and engagement in day-to-day operations.
Maturity, confidence, patience, humility, and emotional intelligence for working with a large team and discerning guests.
Negotiation and diplomacy skills with team members, guests, corporate partners, and ownership.
Ability to serve as a visible, engaged, and respectful community ambassador.
Ability to integrate into a large, experienced team and lead with empathy.
Genuine and approachable manner.
Collaborative approach to fact-finding and discovery that values others’ input and experience to uncover issues and implementation barriers.
Ability to drive results, influence others to execute strategy, and prioritize personal and team work.
Ability to identify strategic needs and contribute directly to implementing strategic plans.
Commitment to integrity, discretion, and maintaining confidentiality across internal work groups.
Ability to work flexible hours, including evenings and weekends, and work in person at the property.
Ability to handle multiple tasks under time constraints and heavy business volume, including sensitive situations involving team members, candidates, and guests.
Ability to tolerate areas containing secondhand smoke.
Ability to lift and carry 35 pounds; bend, crouch, kneel, and twist; work at a desk or counter; 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

Knowledge of Forbes Travel Guide and AAA luxury service standards.
Multilingual abilities.

Responsibilities

Provide extraordinary service consistent with Caesars Entertainment’s Mission, Vision, and Values and Forbes and AAA service standards.
Contact non-gaming and qualified Luxury Experience guests within 24 hours of confirmed reservations to assist with pre-arrival requests and conduct post-departure follow-ups.
Respond to Luxury Experience inbox and individual email correspondence within 24 hours.
Take ownership of guest requests and complaints, resolve issues promptly, and follow up to confirm guest satisfaction.
Assist in planning and creating itineraries for incoming luxury guests.
Maintain knowledge of multiple properties, room products, and amenities to identify upselling and revenue opportunities.
Communicate effectively through email, telephone, and face-to-face interactions.
Identify, record, and update personal profiles for non-gaming and qualified luxury guests, including undiscovered VIPs.
Liaise with multiple departments to fulfill elaborate and special guest requests, and develop collaborative relationships with relevant teams.
Maintain the confidentiality of high-profile guests, credit card numbers, and team member information.
Operate different computer systems and multi-line phones while managing urgent emails and daily responsibilities.
Stay knowledgeable about Las Vegas dining and entertainment venues, events, restaurants, golf courses, spas, nightclubs, and tours to personalize guest recommendations.
Provide business center services, including faxing, copying, emailing, and coordinating shipping needs.
Describe Caesars Rewards benefits and enroll guests in the program.
Perform other job-related duties as requested.