HRTMS Job Description Management
| 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: | 16154-1 | Profile Title: | 16154-1 Guest Experience Specialist (COE) | Grade / Band: | 07 | FLSA Status: | Non-Exempt | The Guest Experience 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. All duties are to be performed in accordance with departmental and MGM Resorts International policies, practices and procedures. | | | | | |
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 |
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 (Medallia, Sprinklr, Revinate, etc.) 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 |
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 | | | | | | | Bending | | | | | | | Carrying __pounds | | | | | | | Clear speech - simple | | | | | | | Clear speech - complex | | | | | | | Climbing | | | | | | | Crawling | | | | | | | Crouching | | | | | | | Distant vision | | | | | | | Driving - auto/van | | | | | | | Driving - limousine | | | | | | | Flexibility - upper body | | | | | | | Flexibility - lower body | | | | | | | Hearing/Listening | | | | | | | Kneeling | | | | | | | Lifting __pounds | | | | | | | Near vision | | | | | | | Normal vision | | | | | | | Pushing/Pulling | | | | | | | Reaching | | | | | | | Sitting | | | | | | | Standing - 5 hours minimum | | | | | | | Stooping | | | | | | | Typing __w.p.m. | | | | | | | Walking | | | | | | | | | | | | | | | | | | | |
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 | | | | | | Communication - written | | | | | | Confined area | | | | | | Contacts - works alone | | | | | | Contacts - works around others | | | | | | Contacts - works with others | | | | | | Exposure to dust / dirt | | | | | | Exposure to fumes / odors | | | | | | Extreme cold | | | | | | Extreme heat | | | | | | Fast pace | | | | | | Hazardous conditions - Chemicals | | | | | | Hazardous conditions - high structures | | | | | | Hazardous conditions - high voltage | | | | | | Indoors | | | | | | Noise levels - low to moderate | | | | | | Noise levels - low to high | | | | | | Office conditions | | | | | | Outdoors | | | | | | Restricted area | | | | | | Shifts | | | | | | Smoke | | | | | | __% Travel | | | | | | Vibration | | | | | | Wet/Humid | | | | | | Live Stream/ Video Recording | | | | | | | | | | | | | | | | |
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 | | | | | | Clerical | | | | | | Comprehension | | | | | | Crisis incidents | | | | | | Customer service | | | | | | Decision making | | | | | | Fatigue | | | | | | High pressure | | | | | | Judgment | | | | | | Long hours | | | | | | Math skills - advance | | | | | | Math skills - basic | | | | | | Memorization | | | | | | Organization | | | | | | Perception | | | | | | Reading - simple | | | | | | Reading - complex | | | | | | Repetition | | | | | | Safety hazards | | | | | | Tight deadlines | | | | | | Working conditions | | | | | | Writing - simple | | | | | | Writing - complex | | | | | | | | | | | | | | | | |
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