Social Media Engagement Associate, All Properties

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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 Social Media Engagement Associate, you will own MGM Resorts’ real time social media engagement and guest interactions across digital platforms, serving as a frontline brand ambassador and steward of the Company’s online reputation. This role manages the end to end community engagement process, ensuring timely, consistent, and on brand responses while protecting brand integrity and guest experience. Through monitoring, engagement, and analysis of guest sentiment across social channels, you will identify emerging trends, service issues, and engagement opportunities, translating insights into actionable recommendations that inform marketing, guest experience, and operational improvements. This role requires strong judgment, cross functional collaboration, and the ability to manage high visibility interactions in a fast paced digital environment. This position is based in Las Vegas, Nevada.

THE DAY-TO-DAY:

• Develop and implement community engagement strategies across social platforms, establishing procedures and standards that ensure timely, professional, and brand-aligned responses to guest interactions, comments, and inquiries

• Manage the prioritization, categorization, and resolution of social engagement and guest concerns while maintaining established response time standards and service level expectations

• Exercise sound judgment in responding to sensitive guest issues, reputational risks, and emerging situations while escalating complex matters to appropriate internal stakeholders

• Monitor social platforms and social listening tools to identify engagement opportunities, guest sentiment trends, service concerns, and potential reputation risks. Lead cross-functional collaboration with Marketing, Guest Services, Operations, and Property Leadership to coordinate service recovery, align on brand response strategies, and ensure timely resolution of guest concerns

• Serve as a subject matter expert (SME) in community engagement best practices, establishing and evolving response frameworks, templates, and escalation protocols that ensure consistency with brand voice, service expectations, and operational standards

• Document recurring themes, guest feedback trends, and frequently asked questions to improve response efficiency and inform internal teams

• Conduct accurate analysis of guest sentiment, engagement data, and recurring feedback, translating findings into strategic recommendations with direct impact on marketing initiatives, guest experience improvements, and operational efficiencies across closely related job areas

• Support real time engagement during campaigns, brand moments, announcements, and events to amplify positive interactions and strengthen brand affinity

• Identify emerging issues, risks, or opportunities that may impact guest perception and proactively surface insights to relevant stakeholders

• Lead social reporting efforts by completing accurate analysis of engagement activity, sentiment trends, and guest experience insights, delivering findings that directly inform strategic decision-making at the department level

• Recommend and implement enhancements to community engagement workflows, response frameworks, and social listening processes to solve operational problems, improve job area effectiveness, and deliver measurable impact on guest satisfaction and brand reputation

THE IDEAL CANDIDATE:

• Must be at least 21 years of age

• At least two (2) years of prior relevant experience in customer service, social engagement, hospitality, guest relations, or community management

• Bachelor's degree in Communications, Marketing, Hospitality, Business, or related field (preferred)

• Experience responding to guests or customers in a digital or service environment (preferred)

• Prior experience with social media engagement or listening platforms such as Sprinklr or similar SaaS tools (preferred)

• Prior experience within Hospitality, Entertainment, Media, Public Relations, or service-driven industries (preferred)

• Proficient in Microsoft Office and Google project management web-based tools (preferred)

THE PERKS & BENEFITS:

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

• 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=12882

Are you ready to JOIN THE SHOW? Apply today!