Rep Guest Services-Union

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

Job Profile Title:

Rep Guest Services-Union

Job Code:

11170-1

Profile Title:

11170-1 Rep Guest Services (Union) - Dispatch

Grade / Band:

Union - Hourly

FLSA Status:

Non-Exempt

As a Guest Services Representative you will assist customers with telephone calls related to dispatch services while delivering the  highest level of customer service and courtesy, this includes partnering with several departments in handling guest requests and  ensure a resolution. All duties are to be performed in accordance with departmental and MGM Resorts International policies,  practices, and procedures.  

Handle all incoming and outgoing calls in a courteous, efficient and enthusiastic manner as outlined by Company and  Departmental standards while maintaining composure and tact throughout high volume of repetitive customer, coworker,  and intra‐department interactions in a fast‐paced environment

Provide dispatch services for guest requests related to luggage assistance; room service orders; housekeeping amenities;  wake‐up calls; check outs; early arrivals and late departures; messages; paging; long distance assistance; and other special  services requested by guests or administrative personnel.

Perform data entry for requested services in housekeeping, front desk, bell, limo, facilities and room service

Inform guests of property functions and facilities upon request.

Keep property information on personnel and departments up‐to‐date in order to be knowledgeable about and to articulate  on casino events, promotions, and amenities.

Continually read all departmental training material, including memos, newsletters and SharePoint sites and is responsible  for knowing and understanding all material.

Maintain accurate records for all requests

Dispatch bell and limo runs in accordance with front service department policies and procedures

Maintain complete knowledge of all room service menu items. Recommend or suggest additional food items

Ensure that customer requests are met and confirmed within the guidelines established by management

Operate the beeper system; and operate the TDD machine.

Work with supervisor to evaluate individual performance and make efforts to improve performance where the need has  been indicated

Provide management with important observations culled from many customer interactions offering suggestions to improve  process, product or service offerings

Take direction and make decisions as necessary

Performs other job-related duties as requested

Proof of eligibility to work in the United States

High School Diploma, GED or equivalent

Required

1+ Years of Prior Relevant Experience

High volume call center or customer service experience, or an equivalent combination of education, training and experience

Required

Effectively communicate in English, both in written and oral forms

Required

Work varied shifts, to include weekends and holidays

Required

Experience working in a similar luxury resort setting.

Preferred

Experience with Opera and HotSos

Preferred

Ability to prioritize tasks.

Previous PABX or multi‐line phone experience

Have a pleasant voice and clear, articulate speech. Must speak clearly and use proper professional phrases in all guest  interactions

Professional appearance and demeanor.

Effective listening abilities with strong judgment skills

Have interpersonal skills to deal effectively with all business contacts.

Knowledge of accommodations room capacities and amenities

Work varied shifts, including weekends and holidays and in extreme weather conditions.

Computer skills to include: Excel, Internet, Outlook, Word.

Ability to effectively communicate in English, in both oral and written forms.

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

X

__% 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