Guest Experience Specialist - Bellagio

MGM Resorts; South Carolina; On-site; USD 22,000 - 31,000; Full time

Benefits offered by this job

Wellness incentive programs

Discounts on hotel, F&B, retail and 3P

Free meals in employee dining room

Free parking on and off shift

Health & income protection

Professional and personal development

Job summary

MGM Resorts in Las Vegas is seeking a Guest Experience Specialist to protect guest satisfaction and deliver exceptional show-stopping service across the property. You will handle guest concerns, manage emails and phone calls, and coordinate timely recovery actions to preserve our guest relationships.

The ideal candidate has at least 1 year of face-to-face guest service experience, is at least 18, and proficient in Microsoft Office with professional communication skills.

Qualifications

• Must be at least 18 years of age.
• 1+ year of prior face-to-face guest service experience is required.
• Strong administrative skills and ability to communicate professionally via email, phone, and other forms of correspondence.

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.
• Analyze guest feedback and satisfaction data to identify recurring concerns, service trends, and opportunities for improvement.
• Respond professionally to guest complaints and inquiries, coordinating recovery solutions and follow-up communications.
• Collaborate with property departments to investigate and resolve guest concerns with timely follow-up.
• Provide Front Desk operational support, including guest check-in and check-out, as needed.

Skills

Guest service experience

Administrative skills

Microsoft Office

Tools

Microsoft Office

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 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