Guest Services Representative - MGM Grand

The SHOW comes alive at MGM Resorts International

Become one of the stars behind The SHOW and become part of the world’s most powerful entertainment brands. Our Company has one exciting mission: To entertain the human race.

THE JOB:

As a Guest Services Representative, you will be the first point of contact for our guests, greeting them with a warm smile and providing exceptional service. By listening to their individual stories and understanding their needs, you will take ownership of their experience, creating WOW moments and unforgettable memories that will stay with them long after their visit.

STARTING RATE: $19 an hour

THE DAY-TO-DAY:

• Welcome guests to the property and the MGM Resorts family by providing memorable service, anticipating their needs, and resolving any complaints in alignment with S.H.O.W. Service Basics.

• Provides memorable service consistent with the property’s core service standards and brand attributes. Answer and connect calls to appropriate department, hotel guest or hotel/casino personnel. Process guests wake up call, emergency, and recovery calls.

• Enhance guest experience through offering upgraded accommodations where available in accordance with authorized programs and processes and promoting M life enrollment and benefits to our guests to maximize revenue opportunities.

• Multi‐task while recording guest information into multiple reservation systems, while ensuring maximum data integrity and accuracy.

• Ensure correct charges and credits are posted, collect payments, handle cash and credit transactions, and demonstrate responsibility in balancing all cash and cash equivalent transactions using property cash handling procedures.

• Work with Management to develop skills and evaluate individual performance and make efforts to improve performance where the need has been indicated.

• Respond to and resolve guest complaints/challenges in a timely manner by owning the issue, creatively solving guest inconveniences, and ensuring guest satisfaction.

• Collaborate with all other departments to ensure a smooth response to guest requests.

• Preform other job-related duties as requested.

MINIMUM REQUIREMENTS:

• Work varied shifts, to include weekends and holiday.

• High school diploma, GED, or equivalent experience.

PREFERRED:

• Previous experience in customer service roles.

• Strong phone etiquette and de-escalation abilities desired.

• Proficiency in navigating POS software desirable.

• Bilingual skills.

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.

• Professional and personal development through programs and networking opportunities as well as volunteer opportunities in the community.

Are you ready to JOIN THE SHOW? Apply today!