VIP Guest Experience Operations Manager

JOB TITLE: VIP Guest Experience Operations Manager - 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 Manager is responsible for leading and overseeing the VIP Guest Experience program at The Alex at SAHARA Las Vegas, ensuring exceptional service and personalized experiences for our most valued guests.

This role drives operational excellence, team performance, guest satisfaction, and cross-departmental collaboration while serving as a key partner to Hotel Operations, Casino Marketing, Sales, Convention Services, Revenue Management, and other resort departments.

The ideal candidate is a dynamic leader with a passion for luxury hospitality, exceptional guest service, and team development. Success in this role requires strong operational expertise, business acumen, leadership capabilities, and the ability to anticipate guest needs while delivering memorable experiences that foster loyalty and 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 and oversee the daily operations of 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 extensive knowledge of local dining, entertainment, nightlife, golf, spa, shopping, and tourism offerings to provide meaningful recommendations and experiences.
• 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 consistently uphold company standards, service protocols, and professional expectations.
• Create weekly schedules based on staffing requirements, occupancy forecasts, and business demand while managing labor costs effectively.
• Monitor team performance and provide ongoing coaching, performance feedback, and development opportunities.
• Act as the primary liaison between Hotel Operations, Casino Marketing, Sales, Convention Services, Revenue Management, and other operational departments.
• Partner with leadership teams to ensure seamless communication and execution of guest requests and operational initiatives.
• Develop, implement, and evaluate departmental service standards and operating procedures.
• Continually assess departmental processes and recommend improvements to enhance operational efficiency, guest satisfaction, and service delivery.
• Identify operational challenges and develop effective solutions that improve overall performance and guest experience.
• Ensure compliance with company policies, regulatory requirements, departmental procedures, and service standards.
• Maintain knowledge of all hotel offerings, amenities, promotions, room inventory, special events, and resort experiences.
• Monitor expenses, labor costs, and departmental performance to ensure alignment with financial objectives.
• Prepare and analyze reports related to guest experience, room inventory, labor management, and operational performance.
• Partner with Revenue Management to optimize luxury suite inventory, forecasting, and room availability.
• Provide reporting, analysis, and strategic recommendations to support leadership decision-making.
• Maintain accountability measures that ensure operational effectiveness and budget adherence.
• Attend and participate in leadership meetings, operational reviews, and training sessions.
• Complete administrative assignments, operational reports, and special projects as directed.
• Support front-line VIP Guest Experience operations during peak periods or as business needs require.
• Perform additional duties and responsibilities as directed by senior hotel operations leadership.

JOB QUALIFICATIONS:

• Minimum of 2 years of leadership or management experience within a hotel, resort, casino, or luxury hospitality environment.
• Minimum of 3 years of experience in 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.
• Advanced organizational, problem-solving, and decision-making abilities.
• Strong leadership, team development, and employee engagement skills.
• Strategic thinking and financial acumen, including labor management, budgeting, forecasting, and operational reporting.
• Outstanding attention to detail and commitment to service excellence.
• Ability to anticipate guest needs and create memorable experiences.
• Strong problem-solving, conflict-resolution, and decision-making abilities.
• Knowledge of room inventory management, revenue optimization, and luxury suite operations.
• Must have an outgoing personality, provide professional, friendly and engaging service.
• Maintain professionalism, discretion, and confidentiality when working with VIP clientele.
• Ability to work effectively both independently and as part of a team.
• Prior cash-handling experience required.
• Intermediate to advanced proficiency in Microsoft Office Suite, including Word, Excel, Outlook, and reporting tools.
• Experience with hospitality systems such as LMS, GoConcierge, EBG, and Amadeus is a plus.
• Ability to work a flexible schedule, including evenings, weekends, holidays, and special events.
• Bilingual or multilingual skills are a plus.
• Must obtain and maintain a valid Nevada Gaming License and Alcohol Awareness Card.
• Must be at least 21 years of age.