Guest Experience Specialist - Bellagio

MGM Resorts International; EE. UU.; Presencial; USD 22.000 - 31.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Wellness programs

Employee discounts

Free meals

Free parking

Health & income protection

Professional development & volunteer

Descripción de la vacante

MGM Resorts International in Las Vegas is seeking a Guest Experience Specialist to protect guest satisfaction and support the resort’s reputation. You will handle a high volume of emails and phone calls, assist with front desk operations, and deliver thoughtful service recovery to guests.

Ideal candidates are 18+, have 1+ years of face-to-face guest service experience, strong administrative skills, and proficiency with Microsoft Office.

Formación

• 1+ years of face-to-face guest service experience.
• Strong administrative skills and professional written and spoken communication.
• Proficiency in Microsoft Office and basic hotel/guest services know-how.

Responsabilidades

• 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

Conocimientos

Guest service

Administrative skills

Communication skills

Herramientas

Microsoft Office

Descripción del empleo

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