Senior Luxury Experience Manager- Full Time (Caesars Palace LV)

The Senior Luxury Experience Manager is responsible for leading the daily operations with the Luxury Concierge Services team in delivering exceptional personalized service to Caesars Entertainments high-value non-gaming luxury guests. This role champions operational excellence guest satisfaction and revenue growth through strategic leadership cross-departmental collaboration and a commitment to luxury standards.

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.

• Champion lead support coach and train the Luxury Concierge team in the day to day operations with delivering exceptional guest satisfaction in a fast-paced guest-centric environment and strong financial performance.

• 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.

• Communicate effectively and professionally with guests internal teams vendors and executives across all channels.

• 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.

• Build strong cross-functional partnerships with departments including VIP Services Front Office Casino Marketing Security Housekeeping and more to ensure seamless guest experiences.

• 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.

• Knowledge of local and regional attractions entertainment dining and transportation options

• Supports departmental strategies for guest service team cooperation financial responsibility and asset management.

• Effectively lead teams address member concerns and ensure timely resolution and follow-up.

• Strong analytical skills to track performance metrics and guest satisfaction

• 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

• Bachelors degree in hospitality Business or related field (preferred)
• 3 years of experience in luxury hospitality guest services or concierge operations.
• Proven ability to lead teams manage performance and foster a culture of excellence.
• 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.
• 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.
• Deep understanding of Forbes Travel Guide and AAA luxury service standards and multi-lingual abilities are preferred.
• 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 stakeholders.
• Ability to articulate an inspiring vision that creates a purposeful and unified mission of the hotels people product and service transformation.
• Ability to motivate and inspire different generations & demographics of a team.
• 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 leader.
• 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.

ADDITIONAL REQUIREMENTS

• 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.