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Senior Luxury Experience Manager- Full Time (Caesars Palace LV)
Job Overview
Employment Type
Full-time
Work Schedule
Flexible
Weekend Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Paid holidays
wellness programs
Job Description
Caesars Entertainment, Inc. is a renowned leader in the casino-entertainment industry, recognized as the largest casino-entertainment company in the United States and one of the world's most diversified hospitality providers. Established in 1937 in Reno, Nevada, the company has expanded its presence through new resorts, strategic acquisitions, and brand growth. Operating primarily under distinguished brand names including Caesars®, Harrah's®, Horseshoe®, and Eldorado®, Caesars Entertainment prides itself on delivering exceptional experiences that blend impeccable service, operational excellence, and innovative technology. This focus has enabled the company to build a loyal guest base while advancing its corporate social responsibility through its People... Show More
Job Requirements
- 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 leadership skills
- Strong verbal, written, and interpersonal communication skills
- Ability to work in a fast-paced environment while maintaining professionalism
- Professional appearance and demeanor
- Ability to work varied shifts including weekends and holidays
- Proficiency in English communication
- Experience in personal assistant, guest service, guest relations, lifestyle and/or account management, or luxury travel sectors
- Existing connections within the Las Vegas dining, nightlife, and entertainment sectors
- Knowledge of luxury guest expectations and high-touch service delivery
- Experience with CRM systems and concierge platforms
- Ability to handle high-pressure situations and sensitive guest interactions
- Must be able to lift 35 pounds
- Must be able to bend, crouch, kneel, twist and work at a desk/counter
- Must tolerate areas with secondhand smoke
- Must work flexible hours including evenings and weekends
- Must have manual dexterity to operate office equipment
- Must be able to respond to visual and aural cues
- Must be able to maneuver around office and property
Job Qualifications
- 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
- In-depth understanding of luxury service standards and guest expectations
- Familiarity with luxury guest expectations and high-touch service delivery
- Professional appearance and demeanor consistent with luxury brand standards
- Experience in luxury resort operations including food, beverage, and room services
- Previous experience with concierge platforms, CRM systems, and Microsoft Office Suite
- Proven track record of improving Medallia, Forbes, and LQA scores
- Experience with project management and communication to corporate and property leadership
- Existing network within Las Vegas dining, nightlife, and entertainment sectors is a plus
- Multilingual abilities preferred
- Strong analytical and interpersonal skills
- Ability to motivate and inspire diverse teams
- Exceptional personal presence and emotional intelligence
- Negotiation and diplomacy skills with all business contacts
- High level of integrity and confidentiality
Job Duties
- Provide extraordinary service consistent with Caesars Entertainment Mission Vision Values and Forbes and AAA service standards
- Champion, lead, support, coach, and train the Luxury Concierge team in day-to-day operations while delivering exceptional guest satisfaction and financial performance
- Own all guest 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 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
- Operate multiple computer systems while managing multi-line phones and responding to urgent emails
- Demonstrate extensive knowledge of local and regional attractions, entertainment, dining, and transportation options
- Support departmental strategies for guest service, team cooperation, financial responsibility, and asset management
- Lead teams effectively, address member concerns, and ensure timely resolution and follow-up
- Use strong analytical skills to track performance metrics and guest satisfaction
- Describe benefits and enroll guests in the Caesars Rewards program
- Perform all other job-related duties as requested
Job Criteria
Experience
Expert Level (7+ years)
Job Location
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