Luxury Experience Manager - VIP Concierge

Caesars Entertainment; Las Vegas (NV); On-site; USD 65,000 - 90,000; Full time

Job summary

Caesars Entertainment is seeking a Manager Luxury Experience to lead a high-touch Luxury Concierge team at Caesars Palace Las Vegas. You will manage reservation coordination, hotel registration, concierge requests, and a broad range of personalized services to elevate guest experiences.

The role requires deep knowledge of luxury service standards, strong communication skills, and the ability to upsell across multiple hotel properties while maintaining confidentiality of VIP guests.

Qualifications

• Must be 21 years of age or older.
• Experience in luxury hospitality or concierge operations.
• Strong communication skills—verbal, written, and interpersonal.
• Understanding of luxury service standards and guest expectations.
• Ability to work in a fast-paced environment and maintain professionalism.
• Professional appearance and demeanor suitable for a luxury brand.
• Must be able to work varied shifts, including weekends and holidays.

Responsibilities

• Provides extraordinary service consistent with Caesars Entertainment Mission Vision Values as well as Forbes and AAA service standards.
• Contact all non-gaming and qualified Luxury Experience guests within 24 hours of a confirmed reservation and assist with pre-arrival requests and post-departure follow-ups.
• Respond to Luxury Experience email inbox within 24 hours in addition to individual emails.
• 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 through email, telephone, and face-to-face interactions.
• Identify and update guest profiles for non-gaming luxury guests including undiscovered VIPs.
• Liaise between departments to execute elaborate guest requests and collaborate with VIP, Front Office, Casino Marketing, Security, Housekeeping, and more.
• Maintain confidentiality of high-profile guests and sensitive information.

Skills

CRM systems

Guest services

Concierge operations

Communication skills

Education

High School diploma or GED

Tools

ALICE

InfoGenesis

OpenTable

Seven Rooms

HotSOS

Maximo

Tableau

SQL

LMS

Opera

Job description

Caesars Entertainment is seeking a Manager Luxury Experience to lead a high-touch Luxury Concierge team at Caesars Palace Las Vegas. You will manage reservation coordination, hotel registration, concierge requests, and a broad range of personalized services to elevate guest experiences.

The role requires deep knowledge of luxury service standards, strong communication skills, and the ability to upsell across multiple hotel properties while maintaining confidentiality of VIP guests.