VIP Guest Experience Operations Lead

Sahara Las Vegas; Las Vegas (NV); On-site; USD 90,000 - 120,000; Full time

Job summary

Sahara Las Vegas is seeking a dynamic VIP Guest Experience Operations Manager for The Alex to lead the VIP program and elevate personalized experiences for our most valued guests. You will drive flawless service delivery, mentor a high-performing team, and partner with hotel operations to align luxury standards with guest expectations.

You will coordinate pre-arrival planning, curate bespoke itineraries, manage room readiness and amenity personalization, and ensure seamless service from

Qualifications

• Minimum of 2 years of leadership or management experience within a hotel, resort, casino, or luxury hospitality environment.
• Minimum of 3 years of VIP Services, Concierge Operations, Front Office Management, Guest Relations, Hotel Operations, or a related hospitality leadership role.
• High School Diploma or equivalent is required.
• Professional appearance and demeanor maintained at all times.
• Exceptional verbal and written communication skills in English.

Responsibilities

• Lead and oversee the daily operations of the The Alex VIP Guest Experience program.
• Deliver exceptional guest service while ensuring SAHARA Las Vegas service standards are consistently met and exceeded.
• Serve as the primary advocate for VIP guests and ensure a seamless, personalized experience from pre-arrival through departure.
• Coordinate and oversee pre-arrival planning, including accommodations, amenities, transportation, dining reservations, entertainment, and special requests.
• Conduct room inspections and quality assurance reviews to ensure accommodations meet established luxury standards.
• Create personalized itineraries and curated experiences tailored to guest preferences.
• Welcome, register, escort, and personally engage with VIP guests as needed.
• Serve as the primary escalation point for guest concerns and service recovery situations.
• Maintain knowledge of local dining, entertainment, nightlife, golf, spa, shopping, and tourism offerings for meaningful recommendations.
• Recruit, hire, develop, coach, and mentor team members to achieve operational and service excellence.
• Foster a positive, engaging, and high-performance work environment focused on guest satisfaction and continuous improvement.
• Ensure all team members uphold company standards, service protocols, and professional expectations.
• Create weekly schedules based on staffing requirements, occupancy forecasts, and business demand while managing labor costs.

Skills

Leadership experience

VIP Services

English proficiency

Organizational skills

Problem-solving

Financial acumen

Team development

Attention to detail

Guest engagement

Communication skills

Education

High School Diploma

Tools

LMS

GoConcierge

EBG

Amadeus

Microsoft Office

Job description

Sahara Las Vegas is seeking a dynamic VIP Guest Experience Operations Manager for The Alex to lead the VIP program and elevate personalized experiences for our most valued guests. You will drive flawless service delivery, mentor a high-performing team, and partner with hotel operations to align luxury standards with guest expectations.

You will coordinate pre-arrival planning, curate bespoke itineraries, manage room readiness and amenity personalization, and ensure seamless service from