Assistant Director Luxury Experience - Full Time (Caesars Palace LV)

Caesars Entertainment; Las Vegas (NV); On-site; USD 90,000 - 120,000; Full time

Job summary

Caesars Palace LV in Las Vegas seeks an Assistant Director of Luxury Experience to lead the Luxury Concierge Services team, delivering personalized service to high-value guests. You will plan itineraries, upsell hotel experiences, and coordinate with VIP, Front Office, and Marketing teams to ensure seamless guest journeys.

The role requires leadership in luxury hospitality, strong communication, and a track record of exceptional guest service in a fast-paced environment.

Qualifications

• Bachelor’s degree in Hospitality, Business, or related field preferred.
• 3+ years of leadership experience in luxury hospitality, guest services, or concierge operations.
• Strong communication skills and ability to engage executives and partners.
• Proficiency with CRM systems and luxury service standards.

Responsibilities

• Lead the Luxury Concierge Services team to deliver exceptional, personalized service to high-value non-gaming guests.
• Plan and create itineraries for incoming luxury guests and drive upsell opportunities.
• Maintain confidentiality of high-profile guests and manage guest profiles in CRM systems.
• Collaborate across departments to execute elaborate guest requests and ensure seamless experiences.
• Monitor performance metrics and guest satisfaction to drive continuous improvements.

Skills

Luxury hospitality leadership

Guest services excellence

Team coaching & training

Communication skills

Multilingual abilities

Education

Bachelor’s degree in Hospitality

Tools

InfoGenesis

OpenTable

Seven Rooms

Maximo

Tableau

SQL

Opera

Job description

Assistant Director Luxury Experience - Full Time (Caesars Palace LV)

Las Vegas, NV, United States (On-site)

WE ARE CAESARS
At Caesars Entertainment, our Mission, Vision & Values reflect our unique purpose, providing people with possibilities and places to have fun. Our Mission, Vision & Values represent a unifying and inspiring way forward, and all Team Members are expected to uphold them.
Our Mission: “Create the Extraordinary\"
Our Vision: “We create spectacular worlds that immerse, inspire and connect you. We don’t perform magic; we create it with excellence.”
Our Values: “Blaze the Trail, Together We Win, All-In on Service”
Our corporate social responsibility framework, People Planet Play, represents our continuous dedication to enhancing economic development, uplifting the wellbeing of our Team Members and their families, and making positive contributions to the communities we operate in.

Job Summary

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.

How You Will Create the Extraordinary

• 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.

What You Will Need

• 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.

About Us

At Caesars Entertainment, Inc., our Team Members create the extraordinary. We are the largest casino-entertainment company in the U.S. and one of the world's most diversified casino-entertainment providers. Since beginning in Reno, Nevada, in 1937, Caesars Entertainment has grown through the development of new resorts, expansions and acquisitions. Our resorts operate primarily under the Caesars®, Harrah's®, Horseshoe® and Eldorado® brand names. We focus on building loyalty and value with our guests through a combination of impeccable service, operational excellence and technological leadership. The company is committed to its Team Members, suppliers, communities and the environment through its PEOPLE PLANET PLAY framework.
Our Caesars family is driven by our Mission, Vision and Values. We take great pride in living these values – Together We Win, All In On Service and Blaze the Trail – every day. Our mission, “Create the Extraordinary”. Our vision, “Create spectacular worlds. That immerse, inspire and connect you. We don’t perform magic; we create it with excellence. #WeAreCaesars”. If you are ready to create some magic, we invite you to explore our dynamic, yet unique, career opportunities.

TOGETHER WE WIN
We believe in delivering family-style service—an approach that fosters warmth, connection, and a genuine sense of belonging. Our team treats every guest and colleague with the same care and hospitality we would extend to family, creating a welcoming environment built on respect, teamwork, and personalized attention. Whether assisting customers or collaborating with coworkers, we prioritize service that is thoughtful, supportive, and rooted in genuine relationships.

DISCLAIMER
These statements are intended to describe the general nature and level of work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position. The Company reserves the right to make changes to the job description whenever necessary.
As part of the onboarding process for new hires, candidates will be required to complete a background check. In addition, pre-employment drug testing is mandatory for any role operating a motor vehicle (Valet, Bus Drivers, Limo Drivers), Facilities and/or Engineering, Lifeguards, Pilots, Security and Surveillance roles. Pre-employment screenings will be completed prior to an offer being extended, except where applicable law requires that such pre-employment screening may occur post-offer. The Company is an equal opportunity employer and does not discriminate against employees or applicants based on race, color, national origin, sex, age over 40, religion, disability, sexual orientation, gender identity or expression, veteran status, marital status, or any other characteristic protected by law.

ADA
Caesars Entertainment will engage in an interactive process and make reasonable accommodations, as required by law, for individuals with disabilities or to accommodate pregnancy, pregnancy-related conditions, or where a conflict exists between the position and an individuals’ religious beliefs or practices.

EQUAL EMPLOYMENT OPPORTUNITY
Caesars Entertainment is an Equal Opportunity Employer. Caesars Entertainment will not discriminate against any employee or applicant based upon a person’s race, color, creed, religion, national origin, sex, marital status, disability, status with regard to public assistance, age, sexual or affectional orientation, gender identity, familial status, ancestry, local human rights commission activity, citizenship, genetic information, protected veteran or military status, or any other protected class.