Specialist Guest Experience II

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Profile Title:

Specialist Guest Experience II

Job Code:

10694

Profile Title:

10694 Specialist Guest Experience II

Grade / Band:

09

FLSA Status:

Non-Exempt

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.

Assist in managing the Company's internal Guest Experience Shop program including reporting, analysis and providing  recommendations to participants to further enhance report quality, and collaboration with key corporate and property  service stakeholders to diagnose and address identified service challenges

Conduct on-going internal Guest Experience shops for comprehensive understanding of expectations and knowledge of  standards

Collaborate with management in further enhancing the internal Guest Experience Shop program and assessment of  additional internal shop evaluation methods, including but not limited to, Regional shop programs and mini shop programs

Provide recommendations to the Guest Experience Manager to develop the new MGM Resorts Luxury Shop program aimed  at supporting our Forbes and AAA rated properties

Review Cross-Property Shop data and comments; coordinate with Guest Experience Manager and property service  leadership to communicate results and drive quality improvement

Read, investigate, and respond to guest comments, complaints, or inquiries posted on travel review sites included but not  limited to TripAdvisor, Yelp, Hotels.com, Expedia, and more as necessary

Craft customized response using appropriate language and tone to represent the company and properties/brands within  the portfolio

Analyze guest feedback across multiple platforms and create reports highlighting pertinent data

Performs other job-related duties as requested

Proof of eligibility to work in the United States

High School Diploma, GED or equivalent

Required

Bachelor's Degree or equivalent experience

Hospitality, business, or marketing

Preferred

2+ Years of Prior Relevant Experience

Required

3+ Years of Prior Relevant Experience

Experience in a customer service focused role

Preferred

Work varied shifts, to include weekends and holidays

Required

Experience in public relations or marketing

Preferred

Knowledgeable in the use of Micros Opera PMS

Strong critical and creative thinking skills

Able to effectively communicate in English, in both written and verbal forms

Ability to read and write proficiently to evaluate reports, correspondence and statistical information

Perception and awareness of individual needs and the ability to handle all situations calmly and professionally

Ability to multi-task and work well in a fast paced, team-oriented environment

Proficiency of computer software to include Outlook, MS Word, Excel, and PowerPoint as well as office equipment, i.e.  telephone, copier, fax machine

Excellent organizational skills to function effectively under time constraints and within established deadlines, with particular  attention to detail

Effective listening abilities with strong judgment skills

Excellent customer service skills and interpersonal skills to effectively communicate with all business contacts

Maintain a professional, neat and well-groomed appearance adhering to company standards

Balancing

Bending

Carrying __pounds

Clear speech - simple

Clear speech - complex

Climbing

Crawling

Crouching

Distant vision

Driving - auto/van

Driving - limousine

Flexibility - upper body

Flexibility - lower body

Hearing/Listening

Kneeling

Lifting __pounds

Near vision

Normal vision

Pushing/Pulling

Reaching

Sitting

Standing - 5 hours minimum

Stooping

Typing __w.p.m.

Walking

Communication - verbal

Communication - written

Confined area

Contacts - works alone

Contacts - works around others

Contacts - works with others

Exposure to dust / dirt

Exposure to fumes / odors

Extreme cold

Extreme heat

Fast pace

Hazardous conditions - Chemicals

Hazardous conditions - high structures

Hazardous conditions - high voltage

Indoors

Noise levels - low to moderate

Noise levels - low to high

Office conditions

Outdoors

Restricted area

Shifts

Smoke

__% Travel

Vibration

Wet/Humid

Live Stream/ Video Recording

Analytical

Clerical

Comprehension

Crisis incidents

Customer service

Decision making

Fatigue

High pressure

Judgment

Long hours

Math skills - advance

Math skills - basic

Memorization

Organization

Perception

Reading - simple

Reading - complex

Repetition

Safety hazards

Tight deadlines

Working conditions

Writing - simple

Writing - complex