Senior Manager Luxury Services

The Senior Luxury Services Manager is responsible for leading the daily operations with the Luxury Services team in delivering exceptional, personalized service to Caesars Entertainment’s high-value, 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 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.

Starting Salary Range: $90,000 - $100,000 annually

NJ CER LICENSE REQUIRED.

• Bachelor's degree in hospitality, business, or related field (preferred) High school graduate or equivalent.

• 3+ years of experience in luxury hospitality, guest services, or concierge operations.

•  Experience working in the following sectors/areas: Personal Assistant, Guest Service, Guest Relations, Lifestyle and/or Account Management, Luxury Travel.  

• Must be fluent and literate in English with excellent written and verbal communication skills.

• Proficiency in concierge platforms, CRM systems, and Microsoft Office Suite. 

• Must possess excellent organizational, analytical and time management skills.

• Ability to maintain high standards of professionalism and courtesy with internal and external guests.

• 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.  

• 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 experience to log guest requests, actioning requests and updating preferences.  

• Luxury resort experience with robust food, beverage, and room 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.  

• Have interpersonal skills to deal effectively with all business contacts.  

• Deep understanding of Forbes Travel Guide and AAA luxury service standards, and multilingual abilities are preferred. 

• Highly analytical in thought and recommendations; and continually seek 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; 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 operations.  

• 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 create 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 know how to use discretion when appropriate; understands the difference between transparency and confidentiality.

ADDITIONAL REQUIREMENTS

• Must be able to work flexible hours, including evenings and weekends.  
• This is a full-time, on-site position. Candidates must be able to work in person. 
• Fast paced environment, multiple tasks to be handled under time constraint.      
• Must be able to handle heavy business volume, and sensitive situations relating to team members, candidates, and guest problems, in a timely manner.  
• Must be able to tolerate areas containing secondhand smoke.  
• Must be able to lift and carry 25 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 Vision Values as well as Forbes and AAA service standards. 

• Champion, lead, support, coach, and train the Luxury Services Team in the day-to-day operations while delivering exceptional guest satisfaction in a fast-paced guest-centric environment, and strong financial performance. 

• This position will also oversee the Transportation department, providing leadership and guidance. 

• Assists with the development and implementation of transportation, efficient operations and cost-effective systems to meet the current and future needs of the organization through financial responsibility, providing high quality service to our guests and leading the culture to ensure the delivery of a safe, reliable and service-centric operation.

• 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 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, responding 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 for the Caesars Rewards program. 

• Perform all other job-related duties as requested.