Guest Experience Specialist - Bellagio

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: 

The Guest Experience Specialist is responsible for providing the highest level of customer service to our guests through direct engagement on leading review sites, social media platforms and other online channels for consumer feedback.  This role is instrumental in maintaining an impeccable public image of the Company to positively impact the decisions of potential future guests in choosing an MGM Resorts International destination.  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:  $22.00 / Per Hour

THE DAY-TO-DAY:

• Prioritize, categorize and respond to guest comments, complaints and inquiries posted on travel review sites and social media channels, including but not limited to TripAdvisor, Expedia, Google, Facebook, etc.
• Craft relevant responses, using appropriate language and tone, to represent the Company and properties/brands within the portfolio
• Collaborate with property and Company leaders to identify and resolve root causes of guest concerns
• Facilitate guest service and recovery with property stakeholders and leadership
• Analyze guest feedback results across multiple platforms and create reports highlighting pertinent data
• Monitor and report key insights and trends in guest feedback and service to relevant stakeholders
• Continually monitor and report on industry best practices in social customer care and review site management
• Provide administrative support for online reputation management programs

THE IDEAL CANDIDATE:

• Two (2) years of relevant customer/ guest service experience
• Familiarity with digital SaaS systems (Opera, Medallia, Sprinklr, Revinate, etc.) to monitor, publish and report on guest issues
• Ability to identify and assess problems and solutions, refer to applicable policies, identify options, and recommend appropriate solutions
• Excellent organizational skills to function effectively under time constraints and within established deadlines, with particular attention to detail
• Proficiency of computer software to include Outlook, MS Word, Excel, and PowerPoint as well as standard office equipment
• Experience in a similar resort setting with knowledge of hotel accommodations, room capacities, and amenities
• Perception and awareness of individual needs and the ability to handle all situations calmly and professionally
• Able to effectively communicate in English, in both written and verbal forms
• Must be at least 18 years of age or older
• High school diploma, GED or educational equivalent

THE PERKS & BENEFITS:

• Health & Income Protection benefits (for eligible employees)
• Professional and personal development opportunities through employee programs and network groups
• Free meals in our Bellagio employee dining room
• Free parking on and off-shift at all MGM Resorts properties
• Wellness incentive programs to help you stay healthy physically and mentally
• Access to company hotel, food and beverage, retail, and entertainment discounts

VIEW JOB DESCRIPTION:

https://mgmresorts.marketpayjobs.com/ShowJob.aspx?EntityID=2&jobcode=16154-1

Are you ready to JOIN THE SHOW? Apply today!