Guest Experience Manager - Luxor

MGM Resorts International; Las Vegas (NV); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Wellness programs

Discounts on hotel, food & beverage,/&

Free meals in employee dining room

Free parking on and off shift

Health & income protection

Professional development & volunteer机会

Job summary

MGM Resorts International is seeking a Guest Experience Manager at Luxor in Las Vegas to partner with property leadership and drive initiatives that transform stays into memorable guest experiences. You will analyze feedback, promote service excellence, and design world-class guest recovery programs across resort departments.

The role focuses on promoting service standards, leading monthly meetings, and delivering actionable insights to leadership while maintaining a safe and compliant work

Qualifications

• 3+ years of hospitality experience required.
• Must be at least 21 years old.

Responsibilities

• Actively promote the property's service standards and brand attributes with a team-driven approach.
• Design, coordinate, and lead monthly property-wide service meetings to align teams on guest experience goals and metrics.
• Partner with resort departments to implement service standards, guest recovery strategies, and employee recognition initiatives.
• Analyze guest survey data and trends to identify operational gaps and create improvement plans.
• Deliver tailored service reports and recommendations to audiences from frontline teams to the executive committee.
• Oversee and elevate property-level guest recognition programs to reinforce hospitality excellence.
• Document guest feedback and address recurring issues to resolve past inconveniences.
• Serve as decisionmaker for guest experience initiatives in the absence of the Director.
• Maintain a secure environment by supporting all company policies and safety protocols.

Skills

Guest service

Team collaboration

Job description

Las Vegas, Nevada

THE SHOW comes alive at MGM Resorts International

Have you ever wondered what it would be like to work in a place full of excitement, diversity, and entertainment? Are you enthusiastic about being a team player in one of the most fascinating industries in the world? At MGM Resorts, we seek individuals like YOU to create unique and show-stopping experiences for our guests.

THE JOB:

As a Guest Experience Manager at Luxor, you will serve as the strategic partner to property leadership, driving the initiatives that turn everyday stays into extraordinary guest memories. You will analyze guest feedback, champion process improvements, and design world-class guest recovery programs. In this role, you will collaborate across resort departments to cultivate a culture of service excellence, empowering our teams to consistently deliver MGM Resorts' hospitality standards.

THE DAY-TO-DAY:

• Actively promote the property’s core service standards and brand attributes, facilitating a team-oriented philosophy built on an unparalleled commitment to excellence and mutual respect
• Design, coordinate, and lead monthly property-wide service meetings to keep all operational teams aligned on guest experience goals and performance metrics
• Partner with resort departments to successfully implement and sustain service standards, high-impact guest recovery strategies, and meaningful employee recognition initiatives
• Analyze guest survey data and feedback trends to proactively identify operational gaps, turning raw data into structured improvement plans
• Develop actionable intelligence on guest behaviors and industry trends, delivering tailored service reports and recommendations to audiences ranging from frontline teams to the executive committee
• Oversee and elevate property-level service recognition programming to reward outstanding service and reinforce a culture of hospitality excellence
• Direct the documentation of guest feedback and correspondence, tracking recurring issues and proactively addressing special reservations to resolve past inconveniences
• Serve as the designated decisionmaker for guest experience initiatives and operational resolutions in the absence of the Director
• Maintain a secure and professional environment by fully supporting and enforcing all company policies, safety protocols, and legal requirements

THE IDEAL CANDIDATE:

• Must be at least 21 years of age
• 3+ Years of prior relevant experience in the hospitality industry required

THE PERKS & BENEFITS:

• Wellness incentive programs to help you stay healthy physically and mentally
• Access to company hotel, food and beverage, retail, and entertainment discounts as well as discounts with company partners on things like travel, electronics, online shopping, and more!
• Free meals in our employee dining room
• Free parking on and off shift
• Health & Income Protection benefits (for eligible employees)
• Professional and personal development through programs and networking opportunities as well as volunteer opportunities in the community

VIEW JOB DESCRIPTION:

https://mgmresorts.marketpayjobs.com/ShowJob.aspx?EntityID=2&jobcode=12435

Are you ready to JOIN THE SHOW?