Guest Relations Specialist - MGM Signature

PRIMARY PURPOSE:

As a Guest Relations 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 AND RESPONSIBILITIES:

• Answer inbound telephone calls in a skills-based environment where transactions range from call transfers to in-room work order requests, to complex hotel, dining, event and entertainment reservations for customers as well as review of hotel folios
• Sense up-sell opportunities where appropriate, always attempting to cross-sell in cases when a specific request cannot be met
• Provide customers with a clear picture of MGM Resorts products and services, lead the call without failing to listen to the voice of the customer
• Work with Quality Coaches and Team Leaders to evaluate individual performance and make efforts to improve performance; provide important observations gathered from many customer interactions, offer suggestions to improve process, product or service offerings
• Register customers and complete information upon customer arrival, following in-house procedures to help ensure the security of customers and employees
• Responsible for customer check out and accept payment for charges
• Maintain a cash bank and prepare daily deposit of funds in hotel bank
• Perform other job-related duties as requested

KNOWLEDGE, SKILLS, AND ABILITIES:

• Skills in effective and persuasive interpersonal styles/methods of communication to obtain customer acceptance for the purchase of services
• 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
• 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
• Basic knowledge 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 35 words per minute
• 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

MINIMUM REQUIREMENTS:

• High school diploma or equivalent

PREFERRED:

• One (1) year of customer service experience
• Experience handling customer calls in a sales-oriented inbound environment
• Experience handling reservations or in the casino / hospitality industry