PRIMARY PURPOSE:

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.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• 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 MGM Rewards 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

MINIMUM REQUIREMENTS:

• High school diploma or equivalent
• Work varied shifts, to include weekends and holidays

KNOWLEDGE, SKILLS, AND ABILITIES:

• 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