Guest Experience Maestro: Craft WOW Moments

MGM Resorts International; United States; On-site; USD 23,000 - 33,000; Full time

Benefits offered by this job

Wellness programs

Employee discounts on hotel, F&B, and

Free meals in employee dining room

Free parking on and off shift

Health & Income Protection benefits

Professional and personal development

Job summary

MGM Resorts International in Las Vegas, NV, is seeking a Guest Experience Specialist to elevate guest interactions with a welcoming, personalized service approach. You will own the guest experience and create WOW moments throughout their stay.

You will manage internal Guest Experience Shop programs, analyze feedback, and respond to guest reviews to uphold our high standards across MGM Resorts properties.

Qualifications

• High school diploma or GED required.
• Bachelor’s degree or equivalent experience in hospitality, business, or marketing preferred.
• 2+ years of prior relevant experience required.
• 3+ years of prior relevant experience in a customer service focused role preferred.
• Ability to work varied shifts, including weekends and holidays.

Responsibilities

• Assist in managing the Company’s internal Guest Experience Shop program, including reporting and recommendations.
• Conduct ongoing internal Guest Experience shops to align with expectations and standards.
• Collaborate with management to enhance the internal Shop program and regional/mini shop programs.
• Provide recommendations to develop the Luxury Shop program for Forbes and AAA properties.
• Review shop data and coordinate with leadership to drive quality improvements.
• Read and respond to guest comments on travel review sites and craft appropriate responses.
• Analyze guest feedback across platforms and create data-driven reports.

Skills

Customer service

Hospitality

Reporting and analytics

Education

High School Diploma or GED

Bachelor’s Degree in Hospitality/Business/Marketing (preferred)

Tools

CRM familiarity

Job description

MGM Resorts International in Las Vegas, NV, is seeking a Guest Experience Specialist to elevate guest interactions with a welcoming, personalized service approach. You will own the guest experience and create WOW moments throughout their stay.

You will manage internal Guest Experience Shop programs, analyze feedback, and respond to guest reviews to uphold our high standards across MGM Resorts properties.