Guest Experience Specialist - Park MGM

MGM Resorts International; Las Vegas, Northern (NV, KY); Hybrid; USD 42,000 - 48,000; Full time

Benefits offered by this job

Wellness incentive programs

Hotel, F&B, retail and entertainment-?

Free meals in employee dining room

Free parking

Job summary

Park MGM in Las Vegas is seeking a Guest Experience Specialist to set the stage for guest interactions with a welcoming smile and tailored service. You will own the guest experience to create WOW moments and lasting memories beyond their stay.

Starting rate is $20.50 per hour. The role involves managing the internal Guest Experience Shop program, analyzing guest feedback, and collaborating with property leadership to improve service quality.

Qualifications

• High School Diploma, GED or equivalent 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.
• Work varied shifts, including weekends and holidays.

Responsibilities

• Assist in managing the internal Guest Experience Shop program including reporting and analysis.
• Conduct ongoing internal Guest Experience shops to understand expectations and standards.
• Collaborate with management to enhance the internal Shop program and assess new methods.
• Read, investigate, and respond to guest comments on travel sites with appropriate tone.
• Analyze guest feedback and create reports highlighting key data.

Skills

Customer service

Hospitality

Communication

Education

High School Diploma or GED

Bachelor's Degree or equivalent experience (preferred)

Job description

## Guest Experience Specialist - Park MGMApply: Property - Park MGM: Full time: Posted Today: 279525Las 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 set the stage for guest experience with your welcoming smile and service. By understanding their unique stories and needs, you will own their experience to create WOW moments and memories they will carry with them far beyond their stay with us.**THE STARTING RATE:** $20.50 Per Hour**THE DAY-TO-DAY:*** Assist in managing the Company's internal Guest Experience Shop program including reporting, analysis and providing recommendations to participants to further enhance report quality, and collaboration with key corporate and property service stakeholders to diagnose and address identified service challenges* Conduct on-going internal Guest Experience shops for comprehensive understanding of expectations and knowledge of standards* Collaborate with management in further enhancing the internal Guest Experience Shop program and assessment of additional internal shop evaluation methods, including but not limited to, Regional shop programs and mini shop programs* Provide recommendations to the Guest Experience Manager to develop the new MGM Resorts Luxury Shop program aimed at supporting our Forbes and AAA rated properties* Review Cross-Property Shop data and comments; coordinate with Guest Experience Manager and property service leadership to communicate results and drive quality improvement* Read, investigate, and respond to guest comments, complaints, or inquiries posted on travel review sites included but not limited to TripAdvisor, Yelp, Hotels.com, Expedia, and more as necessary* Craft customized response using appropriate language and tone to represent the company and properties/brands within the portfolio* Analyze guest feedback across multiple platforms and create reports highlighting pertinent data**THE IDEAL CANDIDATE:*** High School Diploma, GED or equivalent Required* Bachelor's Degree or equivalent experience 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* Work varied shifts, to include weekends and holidays Required* Experience in customer service, guest relations, or hotel operations preferred**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