Senior Guest Experience & Front Office Leader

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

Job summary

Caesars Entertainment seeks a Hotel Guest Services Manager for Caesars Palace in Las Vegas to lead front-of-house operations and guest experiences. You will collaborate with hotel operations, revenue, marketing, and departments to ensure exceptional service and seamless guest journeys.

The role requires strong leadership, strategic thinking, and hands-on involvement in day-to-day operations, while balancing long-term goals and profitability.

Qualifications

• Bachelor degree in Hotel Management, Business Administration, or related field or equivalent education and experience.
• At least 5 years of experience within upscale, lifestyle, or luxury property.
• At least 2 years of direct management experience, recruiting, developing and retaining talent.
• Excellent customer service, strategic, analytical skills with strong quantitative and qualitative skills.
• Proven track record of leading initiatives, achieving goals, and succeeding in a team environment.
• Able to lead and mentor a team.
• Have interpersonal skills to partner effectively with all business contacts.
• Professional appearance and demeanor.
• Work varied shifts, including weekends and holidays.
• High school diploma or equivalent.
• Able to effectively communicate in English, in both written and oral forms.
• Previous experience working with property management systems such as Opera, Infor, and/or LMS.
• Proven track record of effectively communicating and presenting information to corporate and property leadership.
• 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
• 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
• 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.

Responsibilities

• Lead the front desk and guest services to ensure a seamless guest experience across Caesars Palace.
• Collaborate cross-functionally with revenue, marketing, and hotel operations to drive revenue and efficiency.
• Provide frontline sales support to front desk agents for upsell opportunities.
• Monitor inventory yield and optimize room revenue across the property.
• Oversee payroll functions within Oracle and other HR systems.
• Partner with Housekeeping, Engineering and Facilities to maintain facilities in optimal condition.
• Coach and mentor a team to deliver outstanding guest experiences and strong guest satisfaction.
• Communicate with senior management about issues requiring attention.
• Coordinate with Sales, Group Reservations, Banquets, Catering, and Culinary for exemplary service.
• Perform other duties as requested by leadership.

Skills

Customer service

Leadership

Communication

Analytical skills

Team mentoring

Education

Bachelor degree in Hotel Management or related field

Tools

Opera

Infor

LMS

Job description

Caesars Entertainment seeks a Hotel Guest Services Manager for Caesars Palace in Las Vegas to lead front-of-house operations and guest experiences. You will collaborate with hotel operations, revenue, marketing, and departments to ensure exceptional service and seamless guest journeys.

The role requires strong leadership, strategic thinking, and hands-on involvement in day-to-day operations, while balancing long-term goals and profitability.