Guest Services Supervisor - Beau Rivage

MGM Resorts International; Folsom (CA); On-site; USD 23,000 - 33,000; Full time

Benefits offered by this job

Free meals in employee dining room

Wellness incentive programs

Discounts on hotel, food & beverage, &

Entertainment discounts

Health & Income Protection benefits

Job summary

MGM Resorts International is seeking a Guest Service Supervisor in Biloxi to lead a team delivering warm, welcoming experiences for guests. You will own the guest journey from start to finish, ensuring smooth operations and memorable service.

The role requires 2+ years of supervisory experience in a call center or hotel setting, a High School Diploma or GED, and a commitment to coaching staff and maintaining high service standards. On-site position with growth opportunities.

Qualifications

• 2+ years of supervisory experience in a call center or hotel environment.
• Strong customer service and problem-solving skills.
• Ability to coach and develop a frontline team and manage escalations.

Responsibilities

• Lead and coach a team of Guest Service Representatives.
• Assist with service recovery and resolve escalated guest issues.
• Provide information about property functions and facilities to guests.
• Develop and update training materials for new hires and current staff.
• Support front-line calls, dispatch coordination, paging, and guest requests.

Skills

Team supervision

Call center experience

Customer service

Education

High School Diploma or GED

Job description

Biloxi, Mississippi

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 Service Supervisor, you’ll play a key role in creating a warm, welcoming, and memorable experience for every guest. You’ll help lead the team that owns the guest journey from start to finish, ensuring smooth operations, attentive service, and moments that leave a lasting impression long after their stay. Join us and help shape the experience

THE STARTING PAY:

$20.50 per hour

THE DAY-TO-DAY:

• Lead, coach, and support a team of Guest Service Representatives.
• Assist with service recovery and problem resolution process for escalated guest issues.
• Provide information to the department on property functions and facilities.
• Create and organize departmental curriculum training material for new hires and current employees, including improvement/refresher training and memos, and communicate and relay information to all employees on varying shifts.
• Support Guest Service Representatives with calls, dispatch coordination, paging, and guest or admin service requests.
• Serve as a point of escalation in complex situations that require additional department or guest attention.
• Interact closely with varying departments to ensure the most appropriate use of resources.
• Utilize provided observations and data to improve process, product or service offerings.

THE IDEAL CANDIDATE:

• Must be 21 years old or older.
• 2+ years of prior relevant experience in supervisory call center or hotel experience.
• High School Diploma, GED or equivalent.

THE PERKS & BENEFITS:

• Free meals in our employee dining room.
• 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.
• Health & Income Protection benefits (for eligible employees).
• Professional and personal development through programs and networking opportunities as well as volunteer opportunities in the community.

Are you ready to JOIN THE SHOW?