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Specialist Guest Experience I

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

Job Profile Title:	Specialist Guest Experience I
Job Code:	16154
Profile Title:	16154 Specialist Guest Experience I
Grade / Band:	07
FLSA Status:	Non-Exempt
As a Guest Experience Specialist, 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.

Principal Duties & Responsibilities
Welcome guests/owners to the property and the MGM Resorts family providing memorable service, anticipating guest needs and responding to and resolving any guest complaints in alignment with S.H.O.W. Service Basics
Register and assign rooms to owners and/or guests
Deliver a seamless and professional experience managing early and late property arrivals/departures and walk-ins and all other tasks associated with guest room check-ins and check-outs
Enhance guest experience through offering upgraded accommodations where available in accordance with authorized programs and processes to our guests/owners
Partner with Housekeeping and other related departments to meet guest expectations and special requests
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
Control and issue keys while promoting security, privacy, and confidentiality of all guests while providing a relaxing and hassle-free experience from start to finish

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
1+ Years of Prior Relevant Experience	Providing face-to-face guest service	Required

Additional Requirements
Details	Required/ Preferred
Work varied shifts, to include weekends and holidays	Required
Post-secondary education	Preferred
Bilingual abilities with English as the primary or secondary language	Preferred
Experience in a similar resort setting	Preferred
Experience in Sales	Preferred
Experience with cash handling	Preferred

Knowledge, Skills and Abilities
KSAs
Able to effectively communicate in English, in both written and verbal forms
Ability to communicate effectively, concisely and logically in a timely manner and at an appropriate level, while maintaining confidentiality
Ability to work under pressure
Ability to read and write
Perception and awareness of individual needs and the ability to handle all situations calmly and professionally
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
Ability to type 25 words per minute
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

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