Guest Experience Specialist - Beau Rivage

MGM Resorts International • Folsom, CA

5d • $18

About The Position

As a Guest Experience Specialist, you are the voice of the guest and the champion of their journey. You will manage first-line communication by receiving, tracking, and responding to guest feedback with care and professionalism. In this role, you will collaborate closely with property leadership to identify service opportunities, support recovery efforts, and spot trends that help elevate the overall experience. Every interaction is an opportunity to turn moments into lasting impressions, all while upholding department and property standards.

Requirements

• Holds a High School Diploma, GED, or equivalent
• Brings 2+ years of prior relevant experience
• Demonstrates strong communication, writing, and analytical skills
• Stays detail-oriented, proactive, and solution-focused when addressing guest concerns
• Uses technology with ease to manage reports, systems, and communications

Responsibilities

• Take full ownership of guest requests and concerns, resolving issues promptly with sound judgment and attention to detail
• Follow up on all interactions to ensure complete guest satisfaction
• Coordinate with appropriate departments to efficiently resolve guest needs and service opportunities
• Track and manage guest correspondence, maintaining accurate and confidential records
• Identify trends in guest feedback and provide insights and recommendations to leadership
• Create personalized experiences by anticipating the needs of returning guests
• Maintain up-to-date knowledge of property offerings, services, and local attractions to assist guests effectively
• Collaborate with team members and departments to promote a positive, service-driven environment

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
• Health & Compensation Protection benefits
• 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: Entry Level
• Education Level: High school or GED