Guest Experience Pro: Create WOW Moments & Insights

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

Benefits offered by this job

Wellness incentives

Discounts on hotel, F&B, retail and on

Free meals

Free parking

Health & income protection

Professional development opportunities

Job summary

MGM Resorts International in Las Vegas is seeking a Guest Experience Specialist to set the stage for guest experiences with a welcoming approach and tailored service. You will own the guest journey to create WOW moments and lasting memories during their stay.

The role involves managing internal Guest Experience Shop initiatives, analyzing feedback, and collaborating with property teams to elevate service standards across the portfolio.

Qualifications

• High School Diploma, GED or equivalent required.
• Bachelor’s Degree 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.
• Work varied shifts, to include weekends and holidays required.
• Experience in customer service, guest relations, or hotel operations preferred.

Responsibilities

• Assist in managing the Guest Experience Shop program, including reporting and analysis.
• Conduct ongoing internal Guest Experience shops to understand expectations and knowledge of standards.
• Collaborate to enhance internal shop programs and evaluate new shop evaluation methods.
• Provide recommendations to develop the MGM Resorts Luxury Shop for Forbes/AAA properties.
• Review shop data and communicate results to drive quality improvement.
• Read and respond to guest comments on travel review sites (TripAdvisor, Yelp, Hotels.com, Expedia, etc.).
• Craft customized responses using appropriate language and tone to reflect the company and brands.
• Analyze guest feedback across platforms and create data-driven reports.

Skills

Customer service

Communication

Hospitality

Reporting

Education

High School Diploma / GED

Bachelor’s Degree in Hospitality / Business / Marketing

Job description

MGM Resorts International in Las Vegas is seeking a Guest Experience Specialist to set the stage for guest experiences with a welcoming approach and tailored service. You will own the guest journey to create WOW moments and lasting memories during their stay.

The role involves managing internal Guest Experience Shop initiatives, analyzing feedback, and collaborating with property teams to elevate service standards across the portfolio.