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Spec Guest Experience & Reputation

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Job Profile Title:	Spec Guest Experience & Reputation
Job Code:	12966
Business_Title	Guest Experience & Reputation Specialist
Profile Title:	12966 Spec Guest Experience & Reputation
Grade / Band:	07
FLSA Status:	Non-Exempt
The Guest Experience & Reputation Specialist is responsible for providing the highest level of customer service to our guests through direct engagement on leading review sites, social media platforms and other online channels for consumer feedback. This role is instrumental in maintaining an impeccable public image of the Company to positively impact the decisions of potential future guests in choosing an MGM Resorts International destination.

Principal Duties & Responsibilities
Prioritize, categorize and respond to guest comments, complaints and inquiries posted on travel review sites and social media channels, including but not limited to TripAdvisor, Expedia, Google, Facebook, etc.
Craft relevant responses, using appropriate language and tone, to represent the Company and properties/brands within the portfolio.
Collaborate with property and Company leaders to identify and resolve root causes of guest concerns. Facilitate guest service and recovery with property stakeholders and leadership.
Analyze guest feedback results across multiple platforms and create reports highlighting pertinent data.
Monitor and report key insights and trends in guest feedback and service to relevant stakeholders.
Continually monitor and report on industry best practices in social customer care and review site management. Provide administrative support for online reputation management programs
Serve as a dedicated operational partner for online reputation management and guest service, supporting The Cosmopolitan of Las Vegas (TCOLV), Las Vegas (LV) Strip resorts, and regional properties.

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
2+ Years of Prior Relevant Experience	In a guest/customer service focused role	Required

Additional Requirements
Details	Required/ Preferred
Familiarity with digital SaaS systems to monitor, publish and report on guest issues.	Preferred

Knowledge, Skills and Abilities
KSAs
Ability to identify and assess problems and solutions, refer to applicable policies, identify options, and recommend appropriate.
Organizational skills to function effectively under time constraints, within established deadlines and with attention to detail.
Effective listening abilities with strong judgment skills
Must possess excellent written, verbal and interpersonal communication skills.

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