Concierge-Commission

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

Job Profile Title:

Concierge-Commission

Job Code:

15026

Profile Title:

15026 Concierge-Commission

Grade / Band:

04

FLSA Status:

Non-Exempt

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

Professionally and expeditiously process all guest requests (phone, face to face, text, email, or fax) while promoting, up-selling, and cross-selling all MGM Resorts venues including, but not limited to: amenities, rooms, restaurants, shows, cabanas, retail outlets, M life, casino events, property promotions, etc.

Respond and assist with guest conflict resolutions in a timely manner and anticipate, recognize, evaluate, and resolve any potential challenges.

As a brand ambassador, agents must be able to effectively build relationships and professionally represent themselves with vendors and guests.

Ability to multitask in up to 26 operating systems simultaneously to fulfill guest requests.

Commitment to ongoing knowledge development of citywide offerings as well as establishing a professional network within the hospitality community.

As facilitators of the booking process for numerous venues, it is critical that agents stay up to date and knowledgeable on other departments/entities policies and procedures.

May check in/out hotel guests.

Performs other job-related duties as requested

Proof of eligibility to work in the United States

High School Diploma or GED

Required

Bachelor's Degree

Post-secondary education

Preferred

1+ Years of Prior Relevant Experience

Working in a similar resort setting

Preferred

Bilingual.

Preferred

Participation in industry associations including the Southern Nevada Hotel Concierge Association and Les Clefs d’Or USA.

Preferred

AAA / Mobile / Forbes guest service standards experience in a hotel/resort setting.

Preferred

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

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.

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

35

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