Guest Experience & Reputation Specialist

Las Vegas, Nevada

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 & Reputation 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.

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

• Serve as a dedicated operational partner for online reputation management and guest service, supporting The Cosmopolitan of Las Vegas (TCOLV), Las Vegas (LV) Strip resorts, and regional properties.

THE IDEAL CANDIDATE:

• 2+ Years of Prior Relevant Experience in a guest/customer service focused role
• Ability to identify and assess problems and solutions, refer to applicable policies, identify options, and recommend appropriate
• Organizational skills to function effectively under time constraints, within established deadlines and with attention to detail

THE PERKS & BENEFITS:

• Opportunities for professional development and career advancement including networking opportunities, and community volunteer programs

• A supportive and collaborative work environment

• Wellness incentive programs to help you stay healthy physically and mentally

• Companywide discounts on hotel, entertainment, shopping, and food & beverage

• Exclusive discounts with our corporate partners on travel, electronics, online shopping, and beyond

• Complimentary meal in our employee dining room, where you can savor a variety of delicious and healthy options throughout the day

• Free on-site parking, making your commute hassle-free and convenient

VIEW JOB DESCRIPTION:

https://mgmresorts.marketpayjobs.com/ShowJob.aspx?EntityID=2&jobcode=12966

Are you ready to JOIN THE SHOW? Apply today!