Digital Guest Experience Specialist - The Cosmopolitan

MGM Resorts International • Las Vegas, NV

436d • $36,795 - $36,795

About The Position

The Digital Guest Experience Specialist at The Cosmopolitan is responsible for delivering exceptional customer service to guests through engagement on review sites, social media, and other online platforms. This role plays a crucial part in maintaining the company's public image and influencing potential guests' decisions to choose MGM Resorts International.

Requirements

• 2+ Years of Prior Relevant Experience in a guest/customer service focused role.
• Proper etiquette in communication via email, message, texts, and social media.
• Experience in communicating with guests/customers via a digital platform.
• Extensive computer skill including Microsoft, digital platforms, and social media.

Responsibilities

• Prioritize, categorize and respond to guest comments, complaints and inquiries posted on travel review sites and social media channels.
• Craft relevant responses using appropriate language and tone to represent the Company and properties/brands.
• 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.

Benefits

• Wellness incentive programs to help you stay healthy physically and mentally.
• Access to company hotel, food and beverage, retail, and entertainment discounts.
• Discounts with company partners on travel, electronics, online shopping, and more.
• Free meals in our employee dining room.
• Free parking on and off-shift.
• Health & Income Protection benefits (for eligible employees).
• Professional and personal development through programs and networking opportunities.
• Volunteer opportunities in the community.

What This Job Offers

• Job Type: Full-time
• Industry: Accommodation
• Education Level: No Education Listed