Guest Experience Manager - Bellagio
About The Position
The Guest Experience Manager provides strategic support to property leaders in identifying, evaluating, developing and driving guest improvement strategies which create extraordinary guest experiences. This person assists with property-level service improvement initiatives for the resort and aides in the development and facilitation of programs related to service enhancement. The Guest Experience Manager acts as a subject matter expert as it pertains to process improvement, guest recovery, and driving service excellence. You will play a vital role in our mission to own the guest’s experience and create WOW memories that they will carry with them far beyond their stay with us!
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 Bellagio 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
