Assistant Director Luxury Experience

The Assistant Luxury Experience Director is responsible for leading the Luxury Concierge Services team in delivering exceptional, personalized service to Caesars Entertainment’s high-value, non-gaming luxury guests.

• Must be 21 years of age or older.    
• Bachelor’s degree in Hospitality, Business, or related field (preferred)
• 3+ years of leadership 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. 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 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 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.  
• Deep understanding of Forbes Travel Guide and AAA luxury service standards, and multi-lingual abilities are preferred.
• Highly analytical in thought and recommendations and continually seeks 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; and 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.  
• Ability to motivate and inspire different generations & demographics of a team.  
• Exceptional personal presence with employees and guests; highly engaged in day-to-day operation.  
• 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 leader.  
• 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 creates 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.  
• Fast paced environment, multiple tasks to be handled under time constraint.      
• Must be able to handle a heavy business volume, and sensitive situations relating to team member, candidate, 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. 

• Provides extraordinary service consistent with Caesars Entertainment Mission Values as well as Forbes and AAA service standards.
• Champion, lead, support, coach, and train the Luxury Concierge team in delivering exceptional daily operations, 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.