Guest Experience Manager - Luxor

MGM Resorts International • Hempfield Township, PA

10d • Onsite

About The Position

As a Guest Experience Manager at Luxor, you will serve as the strategic partner to property leadership, driving the initiatives that turn everyday stays into extraordinary guest memories. You will analyze guest feedback, champion process improvements, and design world-class guest recovery programs. In this role, you will collaborate across resort departments to cultivate a culture of service excellence, empowering our teams to consistently deliver MGM Resorts' hospitality standards.

Requirements

• Must be at least 21 years of age
• 3+ Years of prior relevant experience in the hospitality industry required

Responsibilities

• Actively promote the property’s core service standards and brand attributes, facilitating a team-oriented philosophy built on an unparalleled commitment to excellence and mutual respect
• Design, coordinate, and lead monthly property-wide service meetings to keep all operational teams aligned on guest experience goals and performance metrics
• Partner with resort departments to successfully implement and sustain service standards, high-impact guest recovery strategies, and meaningful employee recognition initiatives
• Analyze guest survey data and feedback trends to proactively identify operational gaps, turning raw data into structured improvement plans
• Develop actionable intelligence on guest behaviors and industry trends, delivering tailored service reports and recommendations to audiences ranging from frontline teams to the executive committee
• Oversee and elevate property-level service recognition programming to reward outstanding service and reinforce a culture of hospitality excellence
• Direct the documentation of guest feedback and correspondence, tracking recurring issues and proactively addressing special reservations to resolve past inconveniences
• Serve as the designated decisionmaker for guest experience initiatives and operational resolutions in the absence of the Director
• Maintain a secure and professional environment by fully supporting and enforcing all company policies, safety protocols, and legal requirements

Benefits

• Wellness incentive programs to help you stay healthy physically and mentally
• Access to company hotel, food and beverage, retail, and entertainment discounts as well as discounts with company partners on things like 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 as well as volunteer opportunities in the community

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed