VIP Guest Experience Supervisor

Sahara Las Vegas; Las Vegas (NV); On-site; USD 50,000 - 70,000; Full time

Job summary

SAHARA Las Vegas seeks a VIP Guest Experience Supervisor for The Alex to lead the VIP team and oversee guest service delivery, ensuring luxury experiences for discerning guests.

The role requires strong leadership, attention to detail, and a passion for high-level hospitality, with responsibilities spanning staffing, payroll oversight, and cross-department coordination to maintain world-class service.

Qualifications

• Minimum of 2 years of leadership, supervisory, or team lead experience in hospitality.
• Minimum of 2 years in VIP Services, Concierge Operations, Front Office Operations, or related hospitality roles is preferred.
• Experience in luxury hospitality, gaming, or resort environment is strongly preferred.

Responsibilities

• Lead, coach, and develop the VIP Guest Experience team to ensure top service and operational excellence.
• Manage direct reports and support performance goals and succession planning.
• Coordinate shift transitions and ensure timely, professional guest communications and service recovery.

Skills

Leadership

VIP Services

Customer Service

Communication

Team Coaching

Education

High School Diploma or equivalent

Tools

Microsoft Office

LMS

GoConcierge

EBG

Amadeus

Job description

JOB TITLE: VIP Guest Experience Supervisor - The Alex

From the heart of all the action to behind the scenes (and everything in between), SAHARA Las Vegas offers a wide variety of exciting career opportunities. Whether you’re a recent graduate or a seasoned professional, we invite you to join our dedicated team and experience all that Las Vegas has to offer!

Job Description

The VIP Guest Experience Supervisor is responsible for leading the day-to-day operations of the VIP Guest Experience team at The Alex at SAHARA Las Vegas. This role ensures the delivery of exceptional service standards while creating personalized, memorable experiences for VIP guests throughout their stay.

The Supervisor oversees team performance, guest service delivery, operational efficiency, and departmental standards while serving as the primary point of escalation for complex guest concerns and service recovery opportunities. Success in this role requires strong leadership, attention to detail, operational expertise, and a passion for luxury hospitality. The ideal candidate will inspire their team to consistently exceed guest expectations, strengthen guest loyalty, and drive repeat visitation. All duties are performed in accordance with departmental and property policies, procedures, and service standards.

Job Focus

Focus is on, but not limited to the following:

• Lead, coach, and develop the VIP Guest Experience team to ensure the highest level of guest service and operational excellence.
• Manage, mentor, and develop direct reports to support performance goals and succession planning initiatives.
• Maintain expert knowledge of:
  • Hotel room types, layouts, amenities, services, and hours of operation
  • Hotel Room rates, packages, and promotional offerings
  • Hotel restaurant food concepts, menu, dress code and ambiance
  • Daily arrivals, departures, and VIP guest activity
  • Group and convention schedules
  • Local restaurants, bars, nightlife venues, and resort experiences
  • Local events, attractions, entertainment, and holiday activities
• Monitor and maintain the overall appearance, cleanliness, and presentation of The Alex.
• Assign and prioritize daily tasks to ensure all guest communications, calls, emails, and requests are addressed promptly and professionally.
• Ensure all guest interactions reflect SAHARA Las Vegas service standards and brand values.
• Coordinate and facilitate shift transitions to ensure effective communication and operational continuity.
• Plan and allocate staffing resources to support business demands and operational needs.
• Review and maintain payroll records and labor reports while ensuring staffing levels remain within budgetary guidelines.
• Assist with VIP guest check-in and check-out procedures during peak periods or as business needs require.
• Attend departmental, operational, and property-wide meetings and training sessions.
• Monitor departmental procedures and recommend improvements to enhance efficiency and service delivery.
• Maintain compliance with company policies, departmental procedures, safety standards, and regulatory requirements.
• Partner with Hotel Operations, Front Office, Housekeeping, Casino Marketing, Food & Beverage, and other resort departments to ensure seamless service delivery.
• Perform additional duties as assigned by Hotel Operations leadership team.

JOB Qualifications

• Minimum of 2 years of leadership, supervisory, or team lead experience in a hospitality environment.
• Minimum of 2 years of experience in VIP Services, Concierge Operations, Front Office Operations, Guest Relations, or related hospitality roles is preferred.
• Experience in a luxury hospitality, gaming, or resort environment is strongly preferred.
• Strong knowledge of the Las Vegas hospitality, entertainment, and tourism market.
• High School Diploma or equivalent is required.
• Excellent verbal and written communication skills in English.
• Professional appearance and demeanor maintained at all times.
• Must have an outgoing personality, provide professional, friendly and engaging service.
• Strong interpersonal, customer service, and relationship-building skills.
• Exceptional organizational, multitasking, and time-management abilities.
• Ability to work effectively both independently and as part of a team.
• Ability to motivate, coach, and develop team members.
• Strong problem-solving, conflict-resolution, and decision-making abilities.
• Exceptional attention to detail and commitment to delivering personalized guest experiences.
• Experience managing labor, scheduling, payroll, and operational reporting.
• Proficient with Microsoft Office applications, including Word, Excel, and Outlook.
• Experience with hospitality systems such as LMS, GoConcierge, EBG, and Amadeus is a plus.
• Able to work a flexible schedule on all shifts, including weekends and holidays.
• Prior cash-handling experience required.
• Bilingual or multilingual skills are a plus.
• Must obtain and maintain a valid Nevada Gaming License and Alcohol Awareness Card prior to assuming the position.