Senior Luxury Experience Manager (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 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. 

• 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.