Luxury Experience Manager - Mandalay Bay

MGM Resorts International

94d

About The Position

As a Luxury Experience Manager at Mandalay Bay, you’ll be the trusted point of contact for some of our most distinguished guests. In this role, you’ll cultivate meaningful relationships, curate personalized experiences, and highlight the best of what Mandalay Bay has to offer. By leveraging your expertise in luxury hospitality and our world-class amenities, you’ll not only deliver unforgettable moments but also help drive the hotel’s growth and success. This is an opportunity to showcase your passion for creating elevated guest journeys and to make a lasting impact on every visit.

Requirements

• 3+ year of prior relevant experience in roles such as Concierge, VIP Services Management, Casino Marketing, Hotel Management, or Entertainment
• Must be 21 years of age or older

Responsibilities

• Generate calls to qualifying luxury guests and achieve the conversion percentage goal for future reservations
• Manage Luxury Experience guest requests such as reservations, hotel registration, concierge requests, general planning and creating itineraries, as well as owning all complaints, resolving issues immediately and following up to ensure guests’ satisfaction
• Exercise discretion and independent judgment when evaluating guest activity, frequency of stay and total spend, in order to assist guests with potential upgrades, room revisions and preferred rates for future reservations
• Develop collaborative relationships and synergy with all support departments such as casino marketing, convention sales & services, facilities, security, housekeeping, front services, pool, front office, F&B, and executive offices
• Be and stay knowledgeable on all dining and entertainment venues in the area including but not limited to casino marketing events, restaurants, golf courses, spas, nightclubs, and tours in order to personalize recommendations for guests
• Supports departmental strategies for guest service, team cooperation, financial responsibility and asset management

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
• Number of Employees: 5,001-10,000 employees