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Manager Luxury Experience - Full Time (Caesars Palace LV)

Caesars Entertainment
Las Vegas, USA
Full-time
Manager
Onsite
Discovered Today
Account managementTableauSQL

Full Job Posting

Qualifications

  • 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 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.
  • Knowledge 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.
  • 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 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 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 knows how to use discretion when appropriate; understands the difference between transparency and confidentiality.
  • Must be able to work flexible hours, including evenings and weekends.
  • This is a full-time, on site position. Candidates must be able to work in person; no remote work is available.
  • 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

Responsibilities

  • 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, responding to urgent emails all while performing the daily job responsibilities.
  • Be and stay knowledgeable on all dining and entertainment venues 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

Preferred Qualifications

  • Knowledge of Forbes Travel Guide and AAA luxury service standards, and multilingual abilities are preferred.

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