Guest Experience & Recovery Lead

MGM Resorts International; Las Vegas (NV); On-site; USD 22,000 - 31,000; Full time

Benefits offered by this job

Wellness incentive programs

Hotel, F&B, retail and entertainment/2

Employee dining meals

Free parking

Health & Income Protection

Professional development and community

Job summary

MGM Resorts International in Las Vegas is seeking a Guest Experience Specialist to protect guest satisfaction and support the resort’s reputation. You will manage emails, calls, and guest concerns, coordinating effective recovery and follow-up to restore guest relationships.

Work with multiple departments, provide front desk support as needed, and leverage hotel systems to ensure timely resolutions and memorable guest experiences. Must be 18+ with strong communication and admin skills.

Qualifications

• Must be at least 18 years old.
• 1+ years of prior relevant experience providing face-to-face guest service.
• Strong administrative skills and professional communication via email and phone.

Responsibilities

• Provide administrative support for guest recovery operations, managing a high volume of emails, phone calls, and guest concerns while prioritizing time-sensitive matters and escalations.
• Monitor guest satisfaction surveys, internal feedback, and online reviews across platforms such as Expedia, Yelp, and TripAdvisor.
• Analyze guest feedback and satisfaction data to identify recurring concerns, service trends, and opportunities for improvement.
• Respond professionally and thoughtfully to guest complaints and inquiries, coordinating appropriate recovery solutions, compensation, follow-up communications, and return-visit invitations.
• Collaborate with property departments to investigate and resolve guest concerns, ensuring timely follow-up and effective resolutions.
• Provide Front Desk operational support, including guest check-in and check-out, as needed.

Skills

Guest service

Administrative skills

Microsoft Office

Email & phone communication

Job description

MGM Resorts International in Las Vegas is seeking a Guest Experience Specialist to protect guest satisfaction and support the resort’s reputation. You will manage emails, calls, and guest concerns, coordinating effective recovery and follow-up to restore guest relationships.

Work with multiple departments, provide front desk support as needed, and leverage hotel systems to ensure timely resolutions and memorable guest experiences. Must be 18+ with strong communication and admin skills.