Luxury Experience Reservations Manager (Caesars Palace LV)

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.
• Aid 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 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.
• Operate through different computer systems while managing multi-line phones, respond to urgent emails all while performing the daily job responsibilities.
• 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.

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
• Ability 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
• 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
• 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 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 skill to deal effectively with all business contacts
• Knowledge of Forbes Travel Guide and AAA luxury service standards, and multi-lingual abilities are preferred
• Highly analytical in thought and recommendations; continually seek out the facts; can express a point of view without it be driven by an ego
• Engages others in general conversation tactics to build rapport quickly; and can lead and adapt communication and presentation tactics to engage audience; displays adaptable interpersonal skills for a wide range of audiences and stakeholder