Guest Services Representative - Park MGM

THE JOB:

As a Guest Services Representative at Park MGM, you will set the stage for the guest experience with your welcoming smile and service. By understanding their unique stories and needs, you will own their experience to create WOW memories they will carry with them far and beyond their stay with us.

THE DAY-TO-DAY:

• Greet guests with a warm welcome, representing the MGM Resorts brand by delivering memorable service, anticipating needs, and resolving issues in line with S.H.O.W. Service Basics.

• Provide exceptional guest experiences by connecting calls to the correct departments or personnel, handling wake-up, emergency, and recovery calls with professionalism.

• Promote upgraded accommodations and M life enrollment opportunities to enhance guest satisfaction and support revenue growth.

• Efficiently manage multiple reservation systems, ensuring accurate entry of guest information and maintaining data integrity.

• Accurately process guest payments, post charges and credits, and follow all property cash-handling procedures to balance transactions responsibly.

• Partner with management to continually build skills, assess performance, and implement strategies for improvement where needed.

• Resolve guest complaints promptly by taking ownership, offering creative solutions, and ensuring a positive outcome.

• Collaborate with other departments to provide a seamless guest experience and timely response to guest requests.

THE RIGHT CANDIDATE WILL HAVE:

• Ability to work varied shifts, to include weekends and holidays.
• High School Diploma, GED or equivalent.
• 1+ Years of Prior Relevant face to face guest service experience.
• Experience in a contact center/call center environment.
• Bilingual, with English as the primary or secondary language.
• Experience in a similar resort setting.
• Knowledge of Opera, HOTSos, AMCOM, NEC or Avaya.
• Post-secondary education.

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:

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