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Guest Relations Representative (Signature)

Company: MGM Resorts International
Location: Las Vegas
Posted on: June 12, 2021

Job Description:

Location: Las Vegas, NevadaBecome one of the stars behind the show and become part of the world"s most powerful entertainment brands. Our Company has one exciting mission: To entertain the human race.PRIMARY PURPOSE: As a Guest Relations Specialist, you will set the stage for guest experience with your welcoming smile and service. 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.PRINCIPAL DUTIES AND RESPONSIBILITIES: Answer inbound telephone calls in a skills-based environment where transactions range from call transfers to in-room work order requests, to complex hotel, dining, event and entertainment reservations for customers as well as review of hotel foliosSense up-sell opportunities where appropriate, always attempting to cross-sell in cases when a specific request cannot be metProvide customers with a clear picture of MGM Resorts products and services, lead the call without failing to listen to the voice of the customerWork with Quality Coaches and Team Leaders to evaluate individual performance and make efforts to improve performance; provide important observations gathered from many customer interactions, offer suggestions to improve process, product or service offeringsRegister customers and complete information upon customer arrival, following in-house procedures to help ensure the security of customers and employeesResponsible for customer check out and accept payment for chargesMaintain a cash bank and prepare daily deposit of funds in hotel bankPerform other job-related duties as requestedKNOWLEDGE, SKILLS, AND ABILITIES: Skills in effective and persuasive interpersonal styles/methods of communication to obtain customer acceptance for the purchase of servicesAble to effectively communicate in English, in both written and verbal formsAbility to communicate effectively, concisley and logically in a timely manner and at an appropriate level, while maintiaining confidentialityAbility to work under pressurePerception and awareness of individual needs and the ability to handle all situations calmly and professionallyAbility to multi-task and work well in a fast paced, team-oriented environmentBasic knowledge of computer software to include Outlook, MS Word, Excel, and PowerPoint as well as office equipment, i.e. telephone, copier, fax machineExcellent organizational skills to function effectively under time constraints and within established deadlines, with particular attention to detailEffective listening abilities with strong judgment skillsAbility to type 35 words per minuteExcellent customer service skills and interpersonal skills to effectively communicate with all business contactsMaintain a professional, neat and well-groomed appearance adhering to company standardsMINIMUM REQUIREMENTS: High school diploma or equivalentPREFERRED: One (1) year of customer service experienceExperience handling customer calls in a sales-oriented inbound environmentExperience handling reservations or in the casino / hospitality industry

About MGM Resorts International

Keywords: MGM Resorts International, Las Vegas , Guest Relations Representative (Signature), Other , Las Vegas, Nevada

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