Guest Experience & Reputation Specialist - Bellagio

MGM Resorts International

5d • Onsite

About The Position

The Guest Experience Specialist is responsible for providing the highest level of customer service to our guests through direct engagement on leading review sites, social media platforms and other online channels for consumer feedback. This role is instrumental in maintaining an impeccable public image of the Company to positively impact the decisions of potential future guests in choosing an MGM Resorts International destination. All duties are to be performed in accordance with departmental and MGM Resorts International policies, practices and procedure.

Requirements

• Minimum of two (2) years of experience in guest/customer service focused role (Required)

Nice To Haves

• Bachelor's Degree (Preferred)
• Familiarity with digital SaaS systems (Medallia, Sprinklr, Revinate, etc) to monitor, publish, and report on guest issues (Preferred)
• Bilingual abilities with English as the primary or secondary language (Preferred)
• Experience in a similar resort setting (Preferred)

Responsibilities

• Prioritize, categorize and respond to guest comments, complaints and inquiries posted on travel review sites and social media channels, including but not limited to TripAdvisor, Expedia, Google, Facebook, etc.
• Craft relevant responses, using appropriate language and tone, to represent the Company and properties/brands within the portfolio.
• 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 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