Luxury Experience Manager (Caesars Palace LV)

JOB SUMMARY:

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.

ESSENTIAL JOB FUNCTIONS:

• 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.

QUALIFICATIONS:

Required:

• High School diploma or GED.
• 2 experience in luxury hospitality guest services or concierge operations.
• Strong communication skillsverbal written and interpersonalwith 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.
• Must be 21 years of age or older to apply.

Preferred:

• 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 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.

Critical Competencies:

• Highly analytical in thought and recommendations; and continually seek out the facts; can express a point of view without it be driven by an ego.
• Engages others in general conversation tactics to build rapport quickly; and can lead and adapt communication and presentation tactics to engage audience; displays adaptable interpersonal skills for a wide range of audiences and stakeholder.
• Ability to articulate an inspiring vision that creates a purposeful and unified mission of the hotels people product and service transformation.
• Exceptional personal presence with employees and guests; highly engaged in day-to-day operation.
• 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 creates 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.

PHYSICAL MENTAL AND ENVIRONMENTAL DEMANDS:

• Must be able to work flexible hours including evenings and weekends.
• Fast paced environment multiple tasks to be handled under time constraint.
• Must be able to handle a heavy business volume and sensitive situations relating to team member candidate 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.

Disclaimer: This is not necessarily an exhaustive list of all responsibilities skills duties requirements efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change (e.g. emergencies changes in personnel workload rush jobs or technical developments).

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.

Caesars Entertainment reserves the right to make changes to the job description whenever necessary.

As a part of Caesars Entertainments employment process finalist candidates will be required to complete a drug test and background check prior to an offer being extended. Caesars Entertainment Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race national origin gender age religion disability sexual orientation veteran status or marital status.