Guest Experience Manager-Nobu Hotel (Caesars Palace LV)

WE ARE CAESARS

At Caesars Entertainment all Team Members are expected to uphold our Mission, Vision & Values.

Our Mission: Create the Extraordinary

Our Vision: We create spectacular worlds that immerse, inspire and connect you. We dont perform magic; we create it with excellence.

Our Values: Blaze the Trail, Together We Win, All-In on Service

JOB SUMMARY

This leader assists in leading the team to deliver remarkable guest and team member experiences. It is critical that the person in this role possesses a diverse knowledge of hotel division operations and is willing to dive into the day-to-day operation, while balancing and managing the long-term goals of the hotel. This role supports and leads the hotel operation and ensures the resort maintains a high level delivering outstanding guest services and builds a dynamic team. Presence should be as regular in the lobby, on guestroom floors, throughout the casino area, and at the front desk as it is in the office.

The Hotel Operations Manager will have a natural passion towards action, an ownership mentality and is able to thrive in a fast-paced, multi-task environment with a constantly changing work environment. The Manager must be humble and understand the need to work side by side with others in delivering outstanding experiences to our guests; and take action on feedback to make the operations better.

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

HOW YOU WILL CREATE THE EXTRAORDINARY

Butler & VIP Services

Oversee Nobu Butler Service for all suites, penthouses, and Villa.

Ensure all accommodation is inspected prior to VIP arrivals.

Liaise with Housekeeping for VIP room readiness and presentation.

Maintain decor enhancements in luxury accommodations.

Plan and staff functions to ensure flawless execution and service.

Report and follow up on maintenance issues promptly.

Collaborate with chefs on menu updates and service enhancements.

Conduct weekly SOP training and develop monthly SOPs.

Drive guest satisfaction and positive feedback through elevated service.

Support welcome rituals including drinks and hot towels per Nobu SOP.

Ensure all guests are treated with VIP-level service.

Mini Bar Operations

Manage minibar inventory, ordering, and stock rotation.

Monitor sales and ensure accurate revenue tracking.

Analyze sales trends to optimize revenue performance.

Nobu Dispatch & Welcome Experience

Encourage upselling and ensure order accuracy.

Oversee timely delivery of guest amenities.

Ensure welcome drinks and towels are consistently provided to all guests.

Hotel Duty Management

Participate in the hotels Duty Manager rotation, representing Nobu standards.

Team Leadership & Administration

Manage timesheets and scheduling for the Nobu Guest Services team.

Maintain clean and organized workspaces.

Develop and implement individual training plans.

Promote cross-training between LHO and Nobu teams.

Communicate all disciplinary actions to the Executive Director of Luxury prior to execution.

Uphold all Caesars Entertainment operational standards and expectations.

Perform all other job-related duties as requested.

WHAT YOU WILL NEED

Must be 21 years of age or older

Bachelor's 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, REX, and/or LMS.

Proven track record of effectively communicating and presenting information to corporate and property leadership.

Engage others in general conversation tactics to build rapport quickly; and can lead and adapt communication and presentation tactics to engage audience; display 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 create 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 know how to use discretion when appropriate; understands the difference between transparency and confidentiality.

ADDITIONAL REQUIREMENTS

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 members, candidates, and guest problems, in a timely manner.

Must be able to tolerate areas containing secondhand smoke.

Must be able to lift and carry 10 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.

TOGETHER WE WIN

Company information including MVV/EVP

Company Culture (FSS and BIG Highlight?)

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).