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

About the role

The Senior Luxury Experience Manager leads 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.

Responsibilities

• 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 while 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.
• Support 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.

Qualifications

• Must be 21 years of age or older.
• Bachelor's degree in hospitality, business, or related field (preferred).
• 3+ years of experience in luxury hospitality, guest services, or concierge operations.
• Proven ability to lead teams, manage performance, and foster a culture of excellence.
• 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.