Guest Experience Specialist - MGM Springfield

MGM Resorts International; Springfield (MA); On-site; USD 24,000 - 34,000; Full time

Benefits offered by this job

Healthcare benefits

Wellness programs

Discounts on hotel/food/beverage

Free meals

Free parking

Professional development

Volunteer opportunities

Uniform provided

Job summary

MGM Resorts International in Springfield, MA, is seeking a Guest Experience Specialist to be the face of our team, delivering genuine hospitality and personalized service that creates memorable moments for guests from arrival. The role emphasizes effective communication, problem solving, and a guest-first mindset.

The starting rate is $21.00 per hour, with benefits including healthcare, time off, free meals, parking, and professional development opportunities.

Qualifications

• High School Diploma or equivalent.
• 3+ years in guest/customer service roles.
• 1+ year in a resort setting.

Responsibilities

• Own all requests and complaints; resolve issues with discretion and follow up for guest satisfaction.
• Contact appropriate departments to resolve guest requests.
• Investigate reoccurrences and make recommendations to management.
• Log and track guest correspondence and manage confidential information.
• Accommodate and arrange for returning guests; interact with resort staff professionally.
• Stay current on hotel services/features and local attractions to respond accurately to inquiries.

Skills

Customer service

Communication

Problem solving

Education

High School Diploma

Job description

Springfield, Massachusetts

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:

Do you love connecting with people and creating exceptional experiences? Are you the type of person who can turn an ordinary interaction into a memorable moment? If so, we want you on our team!

As a Guest Experience Specialist, you will be the face of our organization, providing genuine hospitality and personalized service that leaves a lasting impression. Your warm smile, positive attitude, and passion for helping others will set the stage for remarkable guest experiences from the moment they arrive.

THE STARTING RATE: $21.00 per hour

THE DAY-TO-DAY:

• Own all requests and complaints; resolve issues immediately using discretion and independent judgment and follow up to ensure the guest’s satisfaction
• Contact appropriate individual or department as necessary to resolve guest requests
• Investigate correspondence reoccurrences and make recommendations to management
• Log and track guest correspondence by managing guest files and communications regarding highly sensitive and confidential information
• Directly accommodate and make personalized arrangements for returning guestsInteract and assist resort staff in a professional manner to foster and promote a cooperative and harmonious work environment
• Stay current on all hotel services/features and local attractions/activities to respond to guest inquiries accurately

THE IDEAL CANDIDATE:

• Has a High School Diploma, GED or equivalent
• Has 3+ Years of Prior Relevant Experience in a guest/customer service focused role
• Has 1+ Years of Prior Relevant Experience in working in a similar resort setting

THE PERKS & BENEFITS:

• Healthcare, financial and time off 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
• Professional and personal development through programs and networking opportunities as well as volunteer opportunities in the community
• Company-issued uniform and dry-cleaning VIEW JOB DESCRIPTION:

Pay Rate

The rate for this role is:

$21.00

This rate represents a good faith estimate of the wage rate that MGM reasonably expects to pay for the position upon hire.

Pay will not be below any applicable minimum wage.

Should overtime be worked, employees are paid overtime pay in accordance with state requirements.

Employees in this position are eligible to participate in medical, dental, vision, life insurance, 401(k) plans, and time off plans. Specific program offerings vary by eligibility factors such as geographic location, employment status, and union membership.