Guest Experience Manager - Luxor

MGM Resorts International Las Vegas, Nevada
manager guest service team management operations manager service standards resorts training philosophy report teamwork procedures
August 1, 2022
MGM Resorts International
Las Vegas, Nevada
Become 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:* This position will oversee the daily operations of Guest Experience, Guest Services and PBX. The Guest Experience Manager will work in close partnership with the Hotel Operations Managers and Hotel Division Training Manager PRINCIPAL DUTIES AND RESPONSIBLITIES:* + Responds to guest service interactions in a professional and timely manner, achieving positive resolutions + Promotes and develops team-oriented philosophy stressing the importance for providing unparalleled commitment to excellence in service + Manages a smooth, efficient, cost effective operation to include labor management, supervision of all aspects of services and inventory control + Provide excellent service consistent with the property's core service standards and brand attributes + Assumes responsibility for Guest Experience decisions in the absence of the Director + Respond to and resolve all guest correspondence which includes letters, e-mail, guest comment cards, and provide a comprehensive report to senior management + Promote and develop team-oriented philosophy stressing the importance for providing unparalleled commitment to excellence in service, teamwork, and respect + Ensures adherence to guest service standards within established departmental policies and procedures + Ensures staff is properly trained on all procedures of the Guest Relations department + Be knowledgeable of Department and Hotel goals + Own all requests and complaints; resolve issues immediately and follow up to ensure the guest's satisfaction + Manage duties and responsibilities for Guest Relations Representatives + Log and track guest correspondences and reoccurrences + Handle special reservations for prior guest inconveniences as needed + Monitor responses sent to guests to ensure our guest service standards are met + Proactively greet, interact, and assist resort staff in a professional manner to foster and promote a cooperative and harmonious work environment + Creates and maintains a work environment that promotes client service, teamwork, performance feedback, individual recognition, mutual respect, and employee satisfaction + Oversee Human Resources responsibilities including team member development, hiring, firing, coaching, offering recommendations, promoting and/or accountable for any changes to an employee's status + Oversees quality hiring, training, and succession planning processes that encompass the Company's diversity commitment + Support and follows company policies, legal requirements, and guidelines of the Collective Bargaining Agreement + Adheres to the Company's status quo third party + Perform other job related duties as requested.SUPERVISION:* + Guest Experience Manager.

MINIMUM REQUIREMENTS:* + At least 4 years of guest service experience + At least 2 years of supervisory/managerial experience + At least 2 years of experience in guest complaint resolution + High school diploma or equivalent.PREFERRED:* + _Supervisory experience in Hotel Operations_ + _Bachelors degree in Business or Communications_ + Previous experience in use of Micros Opera PMS + Previous experience in report writing + Previous experience utilizing Guest Survey Programs (ie GEM) + _Experience working in a similar resort setting_.CERTIFICATIONS, LICENSES, REGISTRATIONS:* + Proof of eligibility to work in the United States.

KNOWLEDGE, SKILLS, AND ABILITIES:* + Strong working knowledge of Microsoft Excel, Word, Power Point, and other computer programs. + Excellent communication skills, verbal and written, including public speaking with a positive and motivational speaking style. + Outstanding interpersonal skills to articulate effectively and maintain a professional relationship with a diverse workforce and executive management team.

+ Ability to work varied shifts, including weekends and holidays + Excellent customer service skills + Ability to function well under pressure, manage multiple priorities, and meet established deadlines + Must possess mature personal discretion and sound judgment + Strong leadership abilities, sound judgment, superior problem solving and decision making skills + Excellent organizational, analytical and project management skills, with particular attention to quality and detail. + Interpersonal skills to deal effectively with all business contacts. + Professional appearance and demeanor.

+ Ability to effectively communicate in English, in both oral and written forms Location:* Las Vegas, Nevada MGM Resorts International is an Equal Opportunity Employer: Women/Minorities/Veterans/Individuals with Disabilities. In compliance with the Americans with Disabilities Act, MGM Resorts International will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer. MGM Resorts International believes in providing opportunity for every employee to grow, develop and succeed in a work environment where you can be your best.

We encourage you to explore our job opportunities. If you are an individual with a disability and need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact our Corporate Diversity and Disability Outreach department at 1-844-247-0370 or email (see below)

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