Rep Front Svcs Guest

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

Job Profile Title:

Rep Front Svcs Guest

Job Code:

14612-1

Profile Title:

14612-1 Rep Guest Services

Grade / Band:

04

FLSA Status:

Non-Exempt

As a Guest Services Representative, you will set the stage for the guest experience with your welcoming smile and service. By understanding their unique stories and needs, you will own their experience to create WOW memories they will carry with them far and beyond their stay with us.

Welcome guests to the property and the MGM Resorts family by providing memorable service, anticipating guest needs and responding to and resolving any guest complaints in alignment with S.H.O.W. Service Basics

Provides memorable service consistent with the property’s core service standards and brand attributes. Answer and connect calls to appropriate department, hotel guest or hotel/casino personnel. Process guests wake up call, emergency and recovery calls.

Enhance guest experience through offering upgraded accommodations where available in accordance with authorized programs and processes and promoting M life enrollment and benefits to our guests to maximize revenue opportunities.

Multi‐task while recording guest information into multiple reservation systems, while ensuring maximum data integrity and accuracy

Ensure correct charges and credits are posted, collect payments, handle cash and credit transactions, and demonstrate responsibility in balancing all cash and cash equivalent transactions using property cash handling procedures

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

Respond to and resolve guest complaints/challenges in a timely manner by owning the issue, creatively solving guest inconveniences and ensuring guest satisfaction.

Collaborate with all other departments to ensure a smooth response to guest requests

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

Face to face guest service experience

Preferred

Work varied shifts, to include weekends and holidays

Required

Bilingual, with English as the primary or secondary language

Preferred

Experience in a similar resort setting

Preferred

Knowledge of Opera, HOTSos, AMCOM, NEC or Avaya

Preferred

Post‐secondary education

Preferred

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

Ability to communicate effectively, concisely and logically in a timely manner and at an appropriate level, while maintaining confidentiality

Ability to multi‐task and work well in a fast paced, team‐oriented environment

Proficiency 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

Bending

X

Carrying __pounds

X

Clear speech - simple

X

Clear speech - complex

Climbing

Crawling

Crouching

X

Distant vision

X

Driving - auto/van

Driving - limousine

Flexibility - upper body

X

Flexibility - lower body

Hearing/Listening

X

Kneeling

X

Lifting __pounds

X

Near vision

X

Normal vision

X

Pushing/Pulling

X

Reaching

X

Sitting

X

Standing - 5 hours minimum

X

Stooping

X

Typing __w.p.m.

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

Exposure to fumes / odors

Extreme cold

Extreme heat

Fast pace

X

Hazardous conditions - Chemicals

Hazardous conditions - high structures

Hazardous conditions - high voltage

Indoors

X

Noise levels - low to moderate

X

Noise levels - low to high

Office conditions

X

Outdoors

Restricted area

Shifts

X

Smoke

__% Travel

Vibration

Wet/Humid

Live Stream/ Video Recording

Analytical

X

Clerical

X

Comprehension

X

Crisis incidents

X

Customer service

X

Decision making

X

Fatigue

High pressure

X

Judgment

X

Long hours

X

Math skills - advance

X

Math skills - basic

X

Memorization

X

Organization

X

Perception

X

Reading - simple

X

Reading - complex

Repetition

Safety hazards

Tight deadlines

Working conditions

Writing - simple

X

Writing - complex