The Supervisor leads the day-to-day operations of the Passport Travel team, driving service performance, employee development, process optimization, and partner collaboration. This role is responsible for ensuring operational excellence while fostering a culture of accountability, continuous improvement, and consultative guest service. As Supervisor, you will play a critical leadership role in developing a high-performing team of Travel Specialists while serving as a strategic liaison between Caesars Entertainment, our properties, and key travel partners. This position combines operational leadership, service excellence, coaching, and relationship management to ensure a world-class guest experience.
- Lead, coach, and develop a team of Travel Specialists to achieve service, productivity, and quality goals.
- Conduct regular one-on-one coaching sessions and performance reviews.
- Monitor attendance, PTO usage, schedule adherence, and overall team engagement.
- Deliver performance feedback and corrective action when necessary.
- Facilitate onboarding and training for new team members.
- Promote a culture focused on accountability, collaboration, and high performance.
- Monitor call volume, service levels, and operational metrics to ensure business goals are achieved.
- Oversee guest issue resolution and service recovery efforts.
- Review and evaluate call quality, providing ongoing coaching and performance feedback.
- Ensure all scripts, workflows, process documentation, and macros remain current and effective.
- Assign and prioritize work based on business demands and operational needs.
- Serve as the primary operational liaison between Caesars Entertainment and Fox World Travel.
- Partner with Caesars properties to coordinate direct-mail campaigns and travel scheduling initiatives.
- Maintain strong relationships with internal stakeholders, vendors, and third-party partners.
- Participate in vendor-hosted events, which may include occasional evenings and weekends.
- Support ongoing partnerships with Caesars design and communication teams, including EmpireWire initiatives.
- Maintain working knowledge of multiple Global Distribution Systems (GDS), including Worldspan and/or Sabre.
- Act as a subject matter expert for travel programs, systems, and operational procedures.
- Support and manage employee travel approval processes and system access.
- Assist with travel-related accounting and reconciliation processes.
- Monitor financial accuracy and identify opportunities for process improvements.
- Track operational performance and provide reporting to leadership.
The Supervisor is expected to drive measurable business results in the following areas:
Service & Operational Metrics, Coaching & Team Performance, Customer Experience & Feedback, Strategic Partnership Management, and Change Leadership & Innovation.
- Must be 21 years of age or older
Microsoft Office Suite, Salesforce, Concur, Tres, Grasp, and Travel reservation and reporting platforms
- Committed to creating exceptional travel experiences for Caesars Entertainment's most loyal guests.
- Skilled at building strong partnerships across multiple teams and stakeholders.
ADDITONAL REQUIREMENTS
- A collaborative and inspiring people leader.
- Guest-focused with a passion for service excellence.
- Operationally driven and results-oriented.
- Curious, analytical, and solution-minded.
- Comfortable navigating change and leading others through it.
At Caesars Entertainment, Inc., our Team Members create the extraordinary. We are the largest casino-entertainment company in the U.S. and one of the world's most diversified casino-entertainment providers. Since beginning in Reno, Nevada, in 1937, Caesars Entertainment has grown through the development of new resorts, expansions and acquisitions. Our resorts operate primarily under the Caesars®, Harrah's®, Horseshoe® and Eldorado® brand names. We focus on building loyalty and value with our guests through a combination of impeccable service, operational excellence and technological leadership. The company is committed to its Team Members, suppliers, communities and the environment through its PEOPLE PLANET PLAY framework.
Our Caesars family is driven by our Mission, Vision and Values. We take great pride in living these values – Together We Win, All In On Service and Blaze the Trail – every day. Our mission, “Create the Extraordinary”. Our vision, “Create spectacular worlds. That immerse, inspire and connect you. We don’t perform magic; we create it with excellence. #WeAreCaesars”. If you are ready to create some magic, we invite you to explore our dynamic, yet unique, career opportunities.
