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

Job Description

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 Entertainment's 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.


HOW YOU WILL CREATE THE EXTRAORDINARY

• 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 while 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, responding 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.

WHAT YOU WILL NEED

• Must be 21 years of age or older

• Bachelor's 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 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.

• Deep understanding 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.

• Ability to motivate and inspire different generations & demographics of a team.

• 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 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 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 know 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 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.

About Us

At Caesars Entertainment, Inc., our Team Members create the extraordinary. We are the largest casino-entertainment company in the U.S. and one of the world's most diversified casino-entertainment providers. Since beginning in Reno, Nevada, in 1937, Caesars Entertainment has grown through the development of new resorts, expansions and acquisitions. Our resorts operate primarily under the Caesars®, Harrah's®, Horseshoe® and Eldorado® brand names. We focus on building loyalty and value with our guests through a combination of impeccable service, operational excellence and technological leadership. The company is committed to its Team Members, suppliers, communities and the environment through its PEOPLE PLANET PLAY framework.


Our Caesars family is driven by our Mission, Vision and Values. We take great pride in living these values - Together We Win, All In On Service and Blaze the Trail - every day. Our mission, "Create the Extraordinary". Our vision, "Create spectacular worlds. That immerse, inspire and connect you. We don't perform magic; we create it with excellence. #WeAreCaesars". If you are ready to create some magic, we invite you to explore our dynamic, yet unique, career opportunities.