Passport Travel Supervisor - Corporate (Las Vegas)

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.