Guest Experience Specialist - Bellagio

MGM Resorts International; Las Vegas (NV); In loco; USD 22.000 - 31.000; Tempo pieno

Vantaggi offerti da questo lavoro

Wellness incentive programs

Hotel, F&B, retail and entertainment/2

Employee dining meals

Free parking

Health & Income Protection

Professional development and community

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Guest service

Administrative skills

Microsoft Office

Email & phone communication

Descrizione del lavoro

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 Specialist, you will play a critical role in protecting guest satisfaction and supporting the resort's reputation. Utilizing various hotel systems and managing a high volume of administrative tasks, including emails and phone calls, you will prioritize time-sensitive matters, address guest concerns, and deliver effective service recovery solutions. You will help restore guest relationships through personalized follow-ups and return-visit invitations, identify recurring trends in guest feedback, and collaborate with departments across the property to resolve concerns and uphold our commitment to creating unmatched guest experiences.

THE STARTING RATE:

$19

THE DAY-TO-DAY:

• 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

THE IDEAL CANDIDATE:

• Must be at least 18 years of age
• 1+ years of prior relevant experience providing face-to-face guest service required
• Strong administrative skills, including proficiency in Microsoft Office and the ability to communicate professionally through email, phone calls, and other forms of correspondence.

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