Guest Experience & Reputation Specialist - Bellagio

MGM Resorts International; United States; On-site; USD 22,000 - 31,000; Full time

Benefits offered by this job

Wellness incentive programs

Hotel/food & beverage and other member

Free meals in employee dining room

Free parking

Health & Income Protection

Professional development & community"

Job summary

MGM Resorts International invites applications for a Guest Experience Specialist in Las Vegas, NV. You will engage with guests via online channels, craft thoughtful responses, and protect the Company’s public image across review sites and social platforms.

Ideal candidates have 2+ years in guest services, familiarity with digital SaaS tools (Medallia, Sprinklr, Revinate), and strong communication skills. Excellent teamwork and a guest-first mindset are essential for success in our dynamic

Qualifications

• Bachelor's Degree (Preferred) in a related field.
• Minimum of two years in guest/customer service focused role.
• Experience with digital SaaS systems to monitor and report on guest issues (Preferred).
• Ability to identify and assess solutions and recommend resolutions.
• Bilingual abilities with English (Preferred).

Responsibilities

• Prioritize, categorize and respond to guest comments and inquiries on travel review sites and social media; craft appropriate responses representing the Company.
• Collaborate with property and Company leaders to identify root causes of guest concerns and coordinate recovery.
• Analyze guest feedback across platforms and create reports highlighting key insights and trends.
• Monitor industry best practices in social customer care and help manage online reputation programs.

Education

Bachelor's degree

Tools

Medallia

Sprinklr

Revinate

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:
The Guest Experience Specialist is responsible for providing the highest level of customer service to our guests through direct engagement on leading review sites, social media platforms and other online channels for consumer feedback. This role is instrumental in maintaining an impeccable public image of the Company to positively impact the decisions of potential future guests in choosing an MGM Resorts International destination. All duties are to be performed in accordance with departmental and MGM Resorts International policies, practices and procedure

THE STARTING RATE:
$19 Per Hour

THE DAY-TO-DAY:

• Prioritize, categorize and respond to guest comments, complaints and inquiries posted on travel review sites and social media channels, including but not limited to TripAdvisor, Expedia, Google, Facebook, etc. Craft relevant responses, using appropriate language and tone, to represent the Company and properties/brands within the portfolio.


• Collaborate with property and Company leaders to identify and resolve root causes of guest concerns. Facilitate guest service and recovery with property stakeholders and leadership.


• Analyze guest feedback results across multiple platforms and create reports highlighting pertinent data. Monitor and report key insights and trends in guest feedback and service to relevant stakeholders.


• Continually monitor and report on industry best practices in social customer care and review site management. Provide administrative support for online reputation management programs

THE IDEAL CANDIDATE:

• Bachelor's Degree (Preferred)


• Minimum of two (2) years of experience in guest/customer service focused role (Required)


• Familiarity with digital SaaS systems (Medallia, Sprinklr, Revinate, etc) to monitor, publish, and report on guest issues (Preferred)


• Ability to identify and assess solutions, refer to applicable policies, identify options, and recommend appropriate resolutions.


• Bilingual abilities with English as the primary or secondary language (Preferred)


• Experience in a similar resort setting (Preferred)

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

Are you ready to JOIN THE SHOW?