Manager Luxury Experience - Full Time (Caesars Palace LV)
Employer not yet confirmed · Las Vegas, Nevada, United States · onsite
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.
- 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, responding to urgent emails all while performing the daily job responsibilities.
- Be and stay knowledgeable on all dining and entertainment venues 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
- Must be 21 years of age or older
- 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. The hospitality business functions seven (7) days a week, twenty-four (24) hours a day, and scheduled days and times may vary based on need.
- Able to effectively communicate in English, in both written and oral forms.
- 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 given that our members are based around the world and travel to ultra-luxury destinations.
- Customer Relationship Management (CRM) systems experience to log guest requests, actioning requests and updating preferences.
- Luxury resort experience with robust food, beverage, and room 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 skills to deal effectively with all business contacts.
- Knowledge of Forbes Travel Guide and AAA luxury service standards, and multilingual abilities are preferred.
- Highly analytical in thought and recommendations; and continually seek out the facts; can express a point of view without it being driven by an ego.
- Engages others in general conversation tactics to build rapport quickly; can lead and adapt communication and presentation tactics to engage audience; displays adaptable interpersonal skills for a wide range of audiences and stakeholders.
- Ability to articulate an inspiring vision that creates a purposeful and unified mission of the hotel's people, product and service transformation.
- Exceptional personal presence with employees and guests; highly engaged in day-to-day operations.
- Is at ease with themselves – mature, confident, patient, and humble – good EQ for a large team and a discerning guest.
- Negotiation and diplomacy skills with team members, guests, corporate partners, and ownership.
- Understands the importance of being a visible, engaged, and respectful community ambassador.
- Ability to integrate into a large experienced/accomplished team and lead from the heart.
- Genuine and approachable.
- Approaches fact finding and discovery missions in a collaborative effort; values input and experiences of others that create additional insight to uncover deeper issues that need to be addressed or removed as a barrier to implementation.
- Passionate in driving results of their effort and others; can influence others to take direction to execute on strategy through tactical methods and is comfortable in prioritizing their work and that of others.
- Comfortable in being a “general” in identifying strategic needs yet can be a “soldier” to ensure the implementation of a strategic plan is implemented.
- Values the importance of making decisions with integrity, maintaining confidentiality across internal work groups and knows how to use discretion when appropriate; understands the difference between transparency and confidentiality.
ADDITIONAL REQUIREMENTS
- Must be able to work flexible hours, including evenings and weekends.
- This is a full-time, on site position. Candidates must be able to work in person; no remote work is available.
- Fast paced environment, multiple tasks to be handled under time constraint.
- Must be able to handle heavy business volume, and sensitive situations relating to team members, candidates, and guest problems, in a timely manner.
- Must be able to tolerate areas containing secondhand smoke.
- Must be able to lift and carry 35 pounds.
- Must be able to bend, crouch, kneel, twist and work at a desk/counter when performing functions of the job.
- Respond to visual and aural cues.
- Must have manual dexterity to operate all office equipment.
- Must be able to recognize and respond to individuals with questions.
- Must be able to maneuver around office and property