Specialist Group Svcs Ld

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Job Profile Title:

Specialist Group Svcs Ld

Job Code:

11069

Profile Title:

11069 Specialist Group Svcs Ld

Grade / Band:

07

FLSA Status:

Non-Exempt

As a Group Housing Lead, you will assist with supporting management in leading the daily efforts of the Group Housing Specialists, partnering with our group clients to set the stage for a successful group guest experience, with your passion for service, strong communication skills and ability to problem solve.  By understanding each of our clients' unique stories and needs, you will own their experience to create WOW moments and memories they will carry with them far beyond their event with us.

The Group Housing Lead, works out of our off-site Corporate location and with the support of management, they support the day-to-day experience for the Group Housing Specialist teams, serving as a key partner to ensure the completion, timeliness and accuracy of the group processes.  The Group Housing Lead also lends support to developing strong partnerships with both our internal partners and our group clientele, managing the communication and execution of our client's room block/booking processes, ensuring organization and accuracy for all events held at MGM Resorts International Las Vegas properties.

Ensure the assigned operational functions of Group Housing are consistent with the strategic plan and vision for the department, the division, and the properties we service.

Prepare, monitor, and enforce all departmental policies and procedures in relation to report preparation, analysis, ensure distribution are met, and advise management of any circumstances which may negatively impact room inventory/revenue.

Support Management in supervising the Housing Specialist and Housing Specialty teams (i.e. Room Blocks, Contracts), monitoring both group and individual performance and supporting any mentorship or coaching needs.

Monitor, maintain, and enforce group activity including “pick-up”, “cut-off” dates, and arrival and departure patterns of group blocks to prevent overselling and maximize revenue in accordance with contractual obligations.

Assist in managing the daily schedule and ensuring the proper coverage within the teams, while supporting the management team with any payroll needs such as but limited to approving time off.

Use good judgement in escalating matters and maintain effective communications with both inter-departmental and property departments, to effectively resolve situations impacting the service to our groups and affiliated attendees.

Work closely with our training team in successfully supporting our onboarding process, support mentorship efforts, and develop/train the Group Housing Specialist roles in additional tasks/responsibilities to support advancement opportunities within the department and beyond.

Attend meetings with clients and the Property staff as needed, supporting the Specialists in the liaison efforts between Sales, Convention Service Managers, and group clientele/meeting planners.

Maintain current knowledge/familiarity with all hotel services/features and local attractions to respond to guest inquiries.

Performs other job-related duties as requested

Proof of eligibility to work in the United States

High School Diploma or GED

Required

1+ Years of Prior Relevant Experience

Front Desk or Group related experience at a major hotel and casino resort complex

Required

1+ Years of Prior Relevant Experience

Microsoft Office (Outlook, Word, Excel)

Required

2+ Years of Prior Relevant Experience

Face-to-face guest service experience

Required

Knowledge of Property Management Systems (Opera, Passkey, Amadeus).

Required

Experience in a similar resort setting.

Preferred

Ability to lead and mentor a team 

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

Ability to work under pressure

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

Basic knowledge 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

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

Balancing

X

Bending

X

Carrying 10 pounds

X

25

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

25

Near vision

X

Normal vision

X

Pushing/Pulling

X

Reaching

X

Sitting

X

Standing

X

Typing

X

50

Walking

X

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

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