Guest Experience Specialist -MGM National Harbor

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:

$23.00 hourly

THE DAY-TO-DAY:

• Manage Guest Experience Program: Help run an internal program that evaluates customer service. This includes creating reports, analyzing data, and offering suggestions to improve service quality. You'll also work with corporate teams and property staff to address any service-related issues.
• Conduct Service Evaluations: Perform regular internal reviews to ensure employees meet service standards and understand customer expectations.
• Enhance the Program: Work with management to improve the internal evaluation program, exploring additional methods like regional or smaller-scale evaluations.
• Develop a Luxury Program: Provide input to design a new luxury-focused service evaluation program tailored to high-end MGM properties.
• Review and Share Insights: Analyze feedback from cross-property evaluations and collaborate with leadership to share findings and implement service improvements.
• Respond to Online Reviews: Monitor guest reviews on sites like TripAdvisor and Yelp. Investigate concerns and craft professional, brand-appropriate responses to comments or complaints.
• Analyze Feedback and Report: Study guest feedback from various sources, identify trends, and prepare reports to help improve overall service quality.

THE IDEAL CANDIDATE:

• High School Diploma, GED, or equivalent
• 2 years prior relevant experience working in Guest Services
• Experience in Public relations or marketing
• Creative Thinker and Can-do Attitude
• Even Tempered and experience remaining in control under high pressure situations.

THE PERKS & BENEFITS:

• Health & Income Protection benefits (for eligible employees)
• 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

• Healthcare, financial, and time off benefits

• 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

Pay Range:

The typical pay range for this role is:

Minimum - Maximum

Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.

Should overtime be worked, employees are paid overtime pay in accordance with state requirements.

Eligible employees have the opportunity to participate in medical, dental, vision, and life insurance plans as well as 401(k) and time off plans. Specific program offerings vary by eligibility factors such as geographic location, employment status, and union membership.

Are you ready to JOIN THE SHOW? Apply today!