Client Experience Manager

Client Experience Manager - Caesars Entertainment

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 Client Experience Manager - Caesars Entertainment will have responsibility for supporting the Meeting and Convention Sales team in achieving the company's financial goals through customer engagement and client experiences. This will include the management of customers while they are in Las Vegas for site inspections, industry and customer events and/or on-site for their meeting or convention.

How You Will Create the Extraordinary

• Conduct site inspections for assigned properties or team members including initial communication and planning call with sales person, details associated with ground transportation, hotel accommodations/upgrades, customized amenities, restaurant and show reservations and any other details that would support a competitively differentiated experience for the customer(s) to help win the business. Document all aspects of the customer's experience in Salesforce including feedback and follow up steps for the respective sales person.
• Create opportunities to build stronger relationships with meetings customers by entertaining them when they are in Las Vegas on business and not necessarily tied to a site inspection. Opportunities may include hosting the guests at a meal or show.
• Work in conjunction with Meeting Operations to attend pre-cons, plan daily meet and greets and entertainment of customers while on-site for their programs to ensure customer expectations are exceeded in order to secure the next opportunity. Communicate feedback and follow up to the sales person in a timely manner.
• Assist in development and execution of key customer and industry events as assigned that take place in Las Vegas, such as IMEX, CVENT Connect and more.
• Effectively communicate property, competitive market and destination updates to the In-Market, Enterprise Sales and Key Accounts teams in order to drive knowledge for those representing and selling Las Vegas to meetings customers. This includes updating all resources to ensure they are easily accessible by the teams.
• Build strong relationships with meeting operations in order to further build knowledge of property details and deliver on customer commitments.
• Utilize the CRM (Salesforce) to document all aspects of communication with the customers including site inspection plans, feedback and follow up steps from on-site experiences, preferences and more.
• Ensure expense reports are completed and submitted by the specific due dates.

What You Will Need

• Excellent oral, written, verbal communication, interpersonal and presentation skills required.
• BA/BS degree preferred, but not required.
• 2+ years of prior Hotel Meeting Sales Experience preferred
• Neat and professional appearance

Additional Requirements

• Ability to act quickly and exercise good judgment under pressure/conflict situations
• High volume, fast paced, frequent interruptions
• Must be enthusiastic and efficient and work well with co-workers and management
• Long hours involved, flexible working hours, and available on weekends and holidays