• Job Description

  Req#: 71189

  JOB SUMMARY:

  The Assistant Director Luxury Experience is responsible for leading the Luxury Concierge Services team in delivering exceptional, personalized service to Caesars Entertainment’s high-value, non-gaming 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 Concierge 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.

  All duties are to be performed in accordance with departmental, property, and corporate policies, practices, and procedures.

  ESSENTIAL JOB FUNCTIONS:

  • 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 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.

  QUALIFICATIONS:

  Required:

  • 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.
  • Must be 21 years of age or older to apply

  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.
  • 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.

  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.

  DIRECTLY SUPERVISES:

  • Luxury Experience Managers, Senior Luxury Experience Manager

  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.

• About the company

  Caesars Entertainment, Inc. was a Paradise, Nevada based business that was the largest owner, operator and developer of casinos throughout the world.

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