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

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, 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.

• 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 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 accountabili