Client Experience Manager - Corporate (Las Vegas)

Responsibilities

• Conduct site inspections for assigned properties or team members, including initial communication and planning calls with sales personnel, ground transportation, hotel accommodations/upgrades, customized amenities, restaurant and show reservations, and other details to create a competitively differentiated customer experience.
• Document all aspects of the customer’s experience in Salesforce, including feedback and follow-up steps for the respective salesperson.
• Build stronger relationships with meeting customers by entertaining them during Las Vegas business visits, even when not tied to a site inspection (e.g., hosting meals or shows).
• Work with Meeting Operations to attend pre-conference meetings, plan daily meet-and-greets, and coordinate customer entertainment during on-site programs to exceed expectations and secure future opportunities.
• Communicate feedback and follow-up to sales personnel in a timely manner.
• Assist in the development and execution of key customer and industry events in Las Vegas, such as IMEX and CVENT Connect.
• Communicate property, competitive market, and destination updates to In-Market, Enterprise Sales, and Key Accounts teams to enhance their knowledge and sales effectiveness, including updating accessible resources.
• Build strong relationships with meeting operations to deepen knowledge of property details and fulfill customer commitments.
• Utilize Salesforce to document all customer communications, including site-inspection plans, feedback, follow-up steps, preferences, and on-site experiences.
• Ensure expense reports are completed and submitted by specific due dates.

Qualifications

• Excellent oral, written, verbal communication, interpersonal, and presentation skills.
• BA/BS degree preferred (not required).
• 2+ years of prior hotel meeting sales experience preferred.
• Neat and professional appearance.
• Ability to act quickly and exercise good judgment under pressure or conflict situations.
• Ability to thrive in a high-volume, fast-paced environment with frequent interruptions.
• Must be enthusiastic, efficient, and work well with coworkers and management.
• Must have flexible working hours and be available on weekends and holidays.