Specialist Group Housing II

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Job Profile Title:

Specialist Group Housing II

Job Code:

12175

Profile Title:

12175 Specialist Group Housing II

Grade / Band:

07

FLSA Status:

Non-Exempt

The Group Housing Specialist II will partner with our group clients to set the stage for a successful group guest experience, with a passion for service, strong communication skills and ability to problem solve. By understanding each of our clients' unique stories and needs, the candidate will own their experience to create WOW moments and memories they will carry with them far beyond their event with us.

The Group Housing Specialist II is based at our off-site corporate location and is primarily responsible for managing large, complex group events, while also supporting select smaller-scale programs. This role serves as the primary liaison for group and event clients, encompassing all aspects of the Corporate Group Housing department. The candidate is responsible for mentoring and training Level I Specialists, as well as cultivating strong partnerships with both internal teams and group clientele. Additionally, the Specialist II oversees communication and execution related to clients' room block and booking processes, ensuring accuracy and organization for all events held at MGM Resorts International Las Vegas properties.

Perform tasks associated to housing related needs for groups such as, but not limited to: creating Passkey weblinks for group booking needs, building multiple property blocks and rates in Passkey, Amadeus and property management system(s), monitoring pick up reports, pre-audits on rooms outside of block, supporting attrition conversations, uploading rooming lists, sub block fund collection, assisting call queue, creating upsell opportunities in the booking flow, and managing sub block agreements.

Strategic partner and liaison for our meeting and event clients in all aspects of the Corporate Group Housing department, including but not limited to managing all group related room block/booking processes and communications for the company's Las Vegas properties excluding Excalibur and Luxor.

Maintain timely communication, both written and verbal, between group clients, departmental leadership and our property partners in Hotel, Sales, Revenue, Accounting, & Convention Services, providing expedient guest resolution within the established scope of authority.

Review assigned sales contracts and manage all of the Housing related contractual obligations, ensuring proper set up in the systems and communicated and executed on throughout the event (room block, rates, resort fee, concessions, attrition, etc.).

Maintain and monitor group block and pick up reporting, room/suite inventory levels, rates, availability, room bookings, and relevant information for the meeting, convention, sports and entertainment segments.

Support and mentor the Group Housing Level I Specialists, assisting Management with training and developing of our Housing Specialists.

Ensure all special guest requests are met and communicated to the proper department(s), including late check outs, VIP set-ups, ADA accommodations, hierarchy specifications, etc.

Plan, prepare, and organize the distribution of necessary reporting for our clients, third-party meeting planners, management, throughout the life cycle of the event(s).

Prepare/provide reconciliation of master rooming specifications between hotel and client lists, ensuring accurate attrition and commission fees are processed, prepare estimated charges for groups and collects payment as applicable.

Represent the Group Housing team in all meetings required for each event, including but not limited to: pre-planning, pre-convention/post-convention meetings, and collaborating with our internal hotel and convention partners to ensure seamless success for our group business.

Develop and maintain knowledge/familiarity with all hotel services/features of MGMRI properties and local attractions.

Performs other job-related duties as requested

Proof of eligibility to work in the United States

High School Diploma or GED

Required

2+ Years of Prior Relevant Experience

Guest service experience

Required

2+ Years of Prior Relevant Experience

A Similar resort setting

Required

Experience and proficiency with Property Management Systems (i.e. Opera, Delphi, Passkey).

Required

Prior relevant experience in strong communication skills (oral/written).

Required

Prior relevant experience in Microsoft Office (Excel, Outlook, Word).

Required

Prior relevant experience in proven ability to work in a teams.

Required

Ability to take initiative and exhibit flexibility.

Able to effectively communicate in English, in both written email correspondence and verbal discussion.

Ability to read, write, and analyze proficiently to evaluate reports and correspondences.

Ability to multitask and work well in a fast paced, team-oriented environment.

Working knowledge in navigating and using various systems and software, including Microsoft Office, company systems, & 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 and discretion skills.

Knowledge of various room accommodations capacities and resort 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

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

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