Guest Experience Specialist - Park MGM

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

Benefits offered by this job

Wellness programs

Employee discounts on hotel, F&B, 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, NV, is seeking a Guest Experience Specialist to elevate guest interactions with a welcoming, personalized service approach. You will own the guest experience and create WOW moments throughout their stay.

You will manage internal Guest Experience Shop programs, analyze feedback, and respond to guest reviews to uphold our high standards across MGM Resorts properties.

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.
• Ability to work varied shifts, including weekends and holidays.

Responsibilities

• Assist in managing the Company’s internal Guest Experience Shop program, including reporting and recommendations.
• Conduct ongoing internal Guest Experience shops to align with expectations and standards.
• Collaborate with management to enhance the internal Shop program and regional/mini shop programs.
• Provide recommendations to develop the Luxury Shop program for Forbes and AAA properties.
• Review shop data and coordinate with leadership to drive quality improvements.
• Read and respond to guest comments on travel review sites and craft appropriate responses.
• Analyze guest feedback across platforms and create data-driven reports.

Skills

Customer service

Hospitality

Reporting and analytics

Education

High School Diploma or GED

Bachelor’s Degree in Hospitality/Business/Marketing (preferred)

Tools

CRM familiarity

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 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

VIEW JOB DESCRIPTION:

https://mgmresorts.marketpayjobs.com/ShowJob.aspx?EntityID=2&jobcode=10694

Are you ready to JOIN THE SHOW? Apply today!