Caesars Entertainment
Luxury Access & Experience Manager -Full Time (Caesars Palace - Nobu LV)
Caesars Entertainment, Las Vegas, Nevada, us, 89105
JOB TITLE:
Luxury Access & Experience Manager
GRADE:
Management 11
DEPARTMENT:
HOTEL OPERATIONS
REPORTS TO:
MANAGING DIRECTOR OF LUXURY ACCESS &
EXPERIENCE
PAY TYPE:
EXEMPT/SALARIED
JOB SUMMARY:
The Luxury Access & Experience Manager is responsible for establishing and developing relationships with qualifying luxury guests, luxury travel agents, and high net-worth private member concierge networks to leverage resort experiences and property amenities to drive incremental non-gaming hotel revenue from qualifying and invited high net-worth guests.
This Manager will be our service-centric service ambassador in the art and science of turning discerning, global guests into loyalists of the Caesars Palace and Caesars Entertainment brand. This will require a service mindset and delivery of service standards and expectations appropriate around affluent, powerful, and influential high net-worth individuals and understands their unique interests, preferences, and desired leisure experiences.
All duties are to be performed in accordance with departmental, property, and corporate policies, practices, and procedures.
ESSENTIAL JOB FUNCTIONS:
Provides management and execution to deliver seamless pre-arrival, arrival, stay, and departure experience for qualifying high net-worth and property-invited guests.
Manages Caesars Palace guest profiles ensuring they are meticulously updated during and post-stay with the expectation that the guest profile evolves and maximizes utilization of the preference database to enhance the guest journey.
Generates calls to qualifying luxury guests and luxury travel agents to achieve conversion and revenue metrics for future reservations.
Manages guest requests such as reservations, registration, concierge requests, general planning and crafting itineraries as well as owning all guest concerns, resolving issues immediately and following up to ensure guests’ satisfaction.
Manages all billing and conducts the bid farewell for a seamless departure.
Serves as a point of contact (i.e., conducts meet and greets) during dining, and other resort activity touchpoints to build rapport and connection.
Ensures all resort leadership is aware of VIPs on property.
Interacts with the guest in a professional, accommodating manner and grants special requests whenever possible and promptly resolving and escalating guest experience challenges, and assists with any guest inquiries throughout their visit.
Ensures every guest is recognized meaningfully tied to previous trips, trip context or planned itinerary.
Partners with luxury travel agents, artist/celebrity services, and resort leaders to maximize communication and awareness of guest requirements and needs proactively.
Builds strong relationships with Luxury Experience guests, acting as a trusted luxury property ambassador.
Supports strategic initiatives related to building a strong membership base and enhances events and creates exceptional experiences to build loyalty.
Identifies opportunities for guest-centric experiences throughout the resort and establishes SOPs and protocols to ensure all team members deliver on these opportunities.
Exercises discretion and independent judgement when evaluating guest activity, frequency of stay and total spend, to assist guests with potential upgrades, room revisions, and preferred rates for future reservations.
Develops collaborative relationships and synergies with all supporting departments such as casino marketing, hotel operations, convention sales and services, facilities, security, housekeeping, pool, guest service, front office, food and beverage and executive offices.
Builds a clear understanding and knowledge of dining and entertainment experiences throughout the city including but not limited to golf courses, casino marketing events, restaurants, spas, nightclubs, and tours to personalize recommendations for guests.
Performs all other job-related duties as requested.
Connects guests post-booking and prior to arrival including setting up and coordinating a flawless arrival process, amenity programs, meet and greets at the point of arrival, creating personalized itineraries, offering surprise and delights throughout the visit.
Meets or exceeds sales targets on a quarterly basis in the development of incremental non-gaming hotel revenue.
QUALIFICATIONS:
Required:
Bachelor’s degree in Hotel Management, Business Administration, or related field.
At least 5 years of employment in the luxury industry sector (such as hotels, high end retail, private clubs, casino marketing, food, and beverage).
Exceptional aptitude in managing budgets, driving commercial performance, increasing revenue and profitability.
Excellent guest service, strategic, analytical skills with strong quantitative and qualitative skills.
Proven track record of leading initiatives, achieving goals, and succeeding in a team environment.
Professional appearance and demeanor.
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.
Preferred:
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.
Critical Competencies:
Highly analytical in thought and recommendations; and 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.
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.
PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:
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.
Disclaimer : This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job.
While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g., emergencies, changes in personnel, workload, rush jobs or technical developments).
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.
They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
Caesars Entertainment reserves the right to make changes to the job description whenever necessary.
As a part of Caesars Entertainment’s employment process, finalist candidates will be required to complete a drug test and background check prior to an offer being extended.
Caesars Entertainment Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.
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Luxury Access & Experience Manager
GRADE:
Management 11
DEPARTMENT:
HOTEL OPERATIONS
REPORTS TO:
MANAGING DIRECTOR OF LUXURY ACCESS &
EXPERIENCE
PAY TYPE:
EXEMPT/SALARIED
JOB SUMMARY:
The Luxury Access & Experience Manager is responsible for establishing and developing relationships with qualifying luxury guests, luxury travel agents, and high net-worth private member concierge networks to leverage resort experiences and property amenities to drive incremental non-gaming hotel revenue from qualifying and invited high net-worth guests.
This Manager will be our service-centric service ambassador in the art and science of turning discerning, global guests into loyalists of the Caesars Palace and Caesars Entertainment brand. This will require a service mindset and delivery of service standards and expectations appropriate around affluent, powerful, and influential high net-worth individuals and understands their unique interests, preferences, and desired leisure experiences.
All duties are to be performed in accordance with departmental, property, and corporate policies, practices, and procedures.
ESSENTIAL JOB FUNCTIONS:
Provides management and execution to deliver seamless pre-arrival, arrival, stay, and departure experience for qualifying high net-worth and property-invited guests.
Manages Caesars Palace guest profiles ensuring they are meticulously updated during and post-stay with the expectation that the guest profile evolves and maximizes utilization of the preference database to enhance the guest journey.
Generates calls to qualifying luxury guests and luxury travel agents to achieve conversion and revenue metrics for future reservations.
Manages guest requests such as reservations, registration, concierge requests, general planning and crafting itineraries as well as owning all guest concerns, resolving issues immediately and following up to ensure guests’ satisfaction.
Manages all billing and conducts the bid farewell for a seamless departure.
Serves as a point of contact (i.e., conducts meet and greets) during dining, and other resort activity touchpoints to build rapport and connection.
Ensures all resort leadership is aware of VIPs on property.
Interacts with the guest in a professional, accommodating manner and grants special requests whenever possible and promptly resolving and escalating guest experience challenges, and assists with any guest inquiries throughout their visit.
Ensures every guest is recognized meaningfully tied to previous trips, trip context or planned itinerary.
Partners with luxury travel agents, artist/celebrity services, and resort leaders to maximize communication and awareness of guest requirements and needs proactively.
Builds strong relationships with Luxury Experience guests, acting as a trusted luxury property ambassador.
Supports strategic initiatives related to building a strong membership base and enhances events and creates exceptional experiences to build loyalty.
Identifies opportunities for guest-centric experiences throughout the resort and establishes SOPs and protocols to ensure all team members deliver on these opportunities.
Exercises discretion and independent judgement when evaluating guest activity, frequency of stay and total spend, to assist guests with potential upgrades, room revisions, and preferred rates for future reservations.
Develops collaborative relationships and synergies with all supporting departments such as casino marketing, hotel operations, convention sales and services, facilities, security, housekeeping, pool, guest service, front office, food and beverage and executive offices.
Builds a clear understanding and knowledge of dining and entertainment experiences throughout the city including but not limited to golf courses, casino marketing events, restaurants, spas, nightclubs, and tours to personalize recommendations for guests.
Performs all other job-related duties as requested.
Connects guests post-booking and prior to arrival including setting up and coordinating a flawless arrival process, amenity programs, meet and greets at the point of arrival, creating personalized itineraries, offering surprise and delights throughout the visit.
Meets or exceeds sales targets on a quarterly basis in the development of incremental non-gaming hotel revenue.
QUALIFICATIONS:
Required:
Bachelor’s degree in Hotel Management, Business Administration, or related field.
At least 5 years of employment in the luxury industry sector (such as hotels, high end retail, private clubs, casino marketing, food, and beverage).
Exceptional aptitude in managing budgets, driving commercial performance, increasing revenue and profitability.
Excellent guest service, strategic, analytical skills with strong quantitative and qualitative skills.
Proven track record of leading initiatives, achieving goals, and succeeding in a team environment.
Professional appearance and demeanor.
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.
Preferred:
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.
Critical Competencies:
Highly analytical in thought and recommendations; and 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.
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.
PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:
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.
Disclaimer : This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job.
While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g., emergencies, changes in personnel, workload, rush jobs or technical developments).
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.
They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
Caesars Entertainment reserves the right to make changes to the job description whenever necessary.
As a part of Caesars Entertainment’s employment process, finalist candidates will be required to complete a drug test and background check prior to an offer being extended.
Caesars Entertainment Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.
#J-18808-Ljbffr