Guest Experience Manager - New York New York
About The Position
As our Guest Experience Manager, you will provide strategic support to property leaders in identifying, evaluating, developing, and driving guest experience improvement strategies that create extraordinary moments for every guest. You will lead and support property-level service enhancement initiatives across the resort and assist in the development and facilitation of programs focused on elevating service excellence. Serving as a subject matter expert in process improvement, guest recovery, and service optimization, you will play a vital role in our mission to own the guest journey and create “WOW” memories that extend far beyond each stay!
Requirements
- Must be 21 years of age or older
- Three (3) years of prior relevant experience within the Hospitality Industry required
- Strong analytical problem-solving skills
- Ability to lead and mentor a team
- Exceptional customer service and interpersonal skills to communicate effectively with all stakeholders
Responsibilities
- Analyze guest behavior, trends and feedback to identify service gaps, create targeted action plans and to generate strategic recommendations for service excellence
- Develop actionable service improvement plans, partner with departments to ensure accountability, and track results
- Lead and execute customer-centric projects and initiatives aimed at elevating the guest experience across the property
- Manage and lead property-wide service recognition programs aligned with brand standards and service culture
- Customize guest feedback reports for various stakeholders, from frontline staff to executive leadership, ensuring data-driven decision-making
- Foster a collaborative and team-oriented environment that emphasizes superior service, respect, and teamwork
Benefits
- Health & Income Protection benefits (for eligible employees)
- Professional and personal development opportunities through employee programs and network groups
- Free meals in our New York New York employee dining room
- Free parking on and off-shift at all MGM Resorts properties
- Wellness incentive programs to help you stay healthy physically and mentally
- Access to company hotel, food and beverage, retail, and entertainment discounts
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
