Guest Experience Specialist — Create WOW Moments

MGM Resorts International; Nevada; On-site; USD 23,000 - 33,000; Full time

Benefits offered by this job

Wellness incentive programs

Hotel, F&B, retail, and entertainment/

Discounts with partners on travel and

Free meals in employee dining room

Free parking on and off shift

Health & Income Protection benefits

Professional and personal development

Job summary

MGM Resorts International in Las Vegas seeks a Guest Experience Specialist to shape memorable guest moments with a welcoming approach and personalized service. You will own the guest experience from start to finish, delivering WOW moments that guests remember beyond their stay.

You will manage the internal Guest Experience Shop program, analyze feedback, and collaborate with property teams to drive service improvements and elevate luxury guest interactions.

Qualifications

• High School Diploma or GED required.
• Bachelor’s Degree or equivalent experience in Hospitality, business, or marketing preferred.
• 2+ years of prior relevant experience required.
• 3+ years of prior relevant experience in a customer service focused role preferred.
• Willingness to work varied shifts, including weekends and holidays.

Responsibilities

• Assist in managing the Company's internal Guest Experience Shop program including reporting, analysis and providing recommendations to participants to further enhance report quality.
• Conduct ongoing internal Guest Experience shops for comprehensive understanding of expectations and knowledge of standards.
• Collaborate with management to enhance the internal Guest Experience Shop program and assessment methods across regional and mini shop programs.
• Provide recommendations to develop the MGM Resorts Luxury Shop program supporting Forbes and AAA rated properties.
• Review cross-property shop data; coordinate with leadership to communicate results and drive quality improvement.
• Read, investigate, and respond to guest comments, complaints, or inquiries on travel review sites like TripAdvisor, Yelp, Hotels.com, Expedia, etc.
• Craft customized responses using appropriate language and tone to represent the company and brands.
• Analyze guest feedback across platforms and create reports highlighting key data.

Skills

Guest relations

Customer service

Hospitality

Communication

Education

High School Diploma / GED

Bachelor’s Degree or equivalent experience (preferred)

Job description

MGM Resorts International in Las Vegas seeks a Guest Experience Specialist to shape memorable guest moments with a welcoming approach and personalized service. You will own the guest experience from start to finish, delivering WOW moments that guests remember beyond their stay.

You will manage the internal Guest Experience Shop program, analyze feedback, and collaborate with property teams to drive service improvements and elevate luxury guest interactions.