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Rep Hotel

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

Job Profile Title:	Rep Hotel
Job Code:	10922
Profile Title:	10922 Rep Hotel
Grade / Band:	04
FLSA Status:	Non-Exempt
As a Rep Hotel (Lobby Ambassador) you will welcome our guests, and by understanding their unique stories and needs, you will own the experience to create WOW moments and memories they will carry with them far beyond their stay with us.

Principal Duties & Responsibilities
Welcome guests to the property and the MGM Resorts family providing memorable service, anticipating guest needs and responding to and resolving any guest complaints in alignment with S.H.O.W. Service Basics
Proactively greet guests within the lobby environment, identifying needs and fulfilling them appropriately
Monitor traffic flow and manage queuing system procedures in accordance with property policies
Direct guests as appropriate to minimize wait times
Actively identify, acknowledge, diagnose, and resolve guest concerns following service recovery protocols
Enthusiastically promote features and benefits of MGM Resorts International venues and outlets
Maintain comprehensive and accurate knowledge of groups, events, amenities, outlets, and general information
Utilize tablet devices to perform key transactions as well as display products and services to guests

Required for All Jobs
Performs other job-related duties as requested
Proof of eligibility to work in the United States

Work Experience
Experience	Experience Details	Required/ Preferred
1+ Years of Prior Relevant Experience	face-to-face customer experience	Preferred

Additional Requirements
Details	Required/ Preferred
Work varied shifts, to include weekends and holidays	Required
Post-secondary education	Preferred
Bilingual, English as the primary or secondary language	Preferred
Experience in a similar resort setting	Preferred

Knowledge, Skills and Abilities
KSAs
Able to effectively communicate in English, in both written and verbal forms
Perception and awareness of individual needs and the ability to handle all situations calmly and professionally
Effective listening abilities with strong judgment skills
Knowledge of accommodations room capacities and amenities
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

Physical Requirements
A thorough completion of this section is needed for compliance with legal standards such as the Americans with Disabilities Act. The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Physical Requirement	N/A	Rarely	Occasionally	Frequently	Constantly	Weight/ w.p.m.
Balancing			X
Bending			X
Carrying 10 pounds			X
Clear speech - simple				X
Clear speech - complex				X
Climbing	X
Distant vision				X
Driving	X
Flexibility - upper body			X
Flexibility - lower body			X
Hearing/Listening				X
Kneeling			X
Lifting 10 pounds			X
Near vision				X
Normal vision				X
Pushing/Pulling			X
Reaching			X
Sitting				X
Standing			X
Typing				X
Walking				X

Work Environment
While performing the duties of this job, the associate is required to work within the selected work environments.
Work Environment	N/A	Rarely	Occasionally	Frequently	Constantly
Communication - verbal				X
Communication - written				X
Confined area				X
Contacts - works alone				X
Contacts - works around others				X
Contacts - works with others				X
Exposure to dust / dirt			X
Exposure to fumes / odors			X
Extreme cold		X
Extreme heat		X
Fast pace				X
Hazardous conditions - chemicals	X
Hazardous conditions - high structures	X
Hazardous conditions - high voltage	X
Indoors				X
Noise levels - low to moderate				X
Noise levels - high			X
Office conditions				X
Outdoors			X
Restricted area		X
Shifts	X
Smoke			X
Travel		X
Wet/Humid		X

Mental Requirements
While performing the duties of this job, the associate is required to work within the selected mental requirements.
Mental Requirement	N/A	Rarely	Occasionally	Frequently	Constantly
Analytical				X
Clerical				X
Comprehension				X
Crisis incidents		X
Customer service				X
Decision making				X
High pressure				X
Judgment				X
Long hours			X
Math skills - advance			X
Math skills - basic				X
Organization				X
Reading - simple				X
Reading - complex				X
Repetition				X
Tight deadlines				X
Writing - simple				X
Writing - complex				X