Guest Experience Specialist - New York New York
About The Position
Become one of the stars behind The SHOW and join a team that’s all about creating unforgettable moments! At MGM Resorts, our mission is simple, to entertain the human race. As a Guest Experience Specialist, you’ll be 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 making every guest feel heard, valued, and inspired to return, while helping future travelers discover why MGM Resorts is the ultimate destination for unforgettable experiences. By understanding their unique stories and needs, you will own their experience to create WOW moments and memories they will carry with them far beyond their stay with us!
Requirements
- Must be 18 years of age or older
- One (1) year of prior relevant experience providing face-to-face guest service
- Familiarity with digital SaaS systems (Opera, Medallia, Sprinklr, Revinate, etc.) to monitor, identify, publish and report on guest issues
- Proficiency of computer software to include Outlook, MS Word, Excel, and PowerPoint as well as standard office equipment
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.
- Monitor, analyze and report on guest feedback results across multiple platforms and create reports highlighting pertinent data, key insights and trends
- Collaborate with property and Company leaders to identify and resolve root causes of guest concerns
- Continually monitor and report on industry best practices in social customer care and review site management
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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
