Passport Travel Supervisor - Corporate (Las Vegas)
About The Position
The Supervisor leads the day-to-day operations of the Passport Travel team, driving service performance, employee development, process optimization, and partner collaboration. This role is responsible for ensuring operational excellence while fostering a culture of accountability, continuous improvement, and consultative guest service. As Supervisor, you will play a critical leadership role in developing a high-performing team of Travel Specialists while serving as a strategic liaison between Caesars Entertainment, our properties, and key travel partners. This position combines operational leadership, service excellence, coaching, and relationship management to ensure a world-class guest experience.
Requirements
- Must be 21 years of age or older
- Microsoft Office Suite, Salesforce, Concur, Tres, Grasp, and Travel reservation and reporting platforms
- Committed to creating exceptional travel experiences for Caesars Entertainment's most loyal guests.
- Skilled at building strong partnerships across multiple teams and stakeholders.
Nice To Haves
- A collaborative and inspiring people leader.
- Guest-focused with a passion for service excellence.
- Operationally driven and results-oriented.
- Curious, analytical, and solution-minded.
- Comfortable navigating change and leading others through it.
Responsibilities
- Lead, coach, and develop a team of Travel Specialists to achieve service, productivity, and quality goals.
- Conduct regular one-on-one coaching sessions and performance reviews.
- Monitor attendance, PTO usage, schedule adherence, and overall team engagement.
- Deliver performance feedback and corrective action when necessary.
- Facilitate onboarding and training for new team members.
- Promote a culture focused on accountability, collaboration, and high performance.
- Monitor call volume, service levels, and operational metrics to ensure business goals are achieved.
- Oversee guest issue resolution and service recovery efforts.
- Review and evaluate call quality, providing ongoing coaching and performance feedback.
- Ensure all scripts, workflows, process documentation, and macros remain current and effective.
- Assign and prioritize work based on business demands and operational needs.
- Serve as the primary operational liaison between Caesars Entertainment and Fox World Travel.
- Partner with Caesars properties to coordinate direct-mail campaigns and travel scheduling initiatives.
- Maintain strong relationships with internal stakeholders, vendors, and third-party partners.
- Participate in vendor-hosted events, which may include occasional evenings and weekends.
- Support ongoing partnerships with Caesars design and communication teams, including EmpireWire initiatives.
- Maintain working knowledge of multiple Global Distribution Systems (GDS), including Worldspan and/or Sabre.
- Act as a subject matter expert for travel programs, systems, and operational procedures.
- Support and manage employee travel approval processes and system access.
- Assist with travel-related accounting and reconciliation processes.
- Monitor financial accuracy and identify opportunities for process improvements.
- Track operational performance and provide reporting to leadership.
- Drive measurable business results in the following areas: Service & Operational Metrics, Coaching & Team Performance, Customer Experience & Feedback, Strategic Partnership Management, and Change Leadership & Innovation.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
