Job Title:   Guest Relations Manager
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MGM Resorts International Operations
Hotel Front Desk/Concierge/VIP
21 and over

  • Hire, train, develop, and manage the daily operations of the corporate guest relations team.
  • Develop, implement, and maintain policies and procedures governing companywide engagement with travel review sites including TripAdvisor, Yelp, Expedia, Open Table, and Google Travel to ensure an impeccable public image and reputation.
  • Oversee guest correspondence through all online review sites and other applicable channels, ensuring each guest interaction consists of appropriate tone and language to represent the company.
  • Effectively responds to and resolves escalated guest concerns.
  • Develop and leverage revenue opportunities through all online review sites.
  • Collaborate with property and company leaders to identify and resolve root causes of guest concerns.
  • Work with the internet marketing team to develop, implement, and continually enhance marketing campaigns pertaining to travel review sites.
  • Provides direct support to all Guest Experience initiatives.
  • Continually monitors, evaluates, and implements industry best practices in review site management as applicable.
  • Effectively hire, train, develop, and mentor corporate guest relations team.
  • Oversee scheduling and payroll to ensure maximum team productivity and cost management.
  • Develop and enforce department policies, procedures, and guidelines.
  • Foster and maintain a work environment supporting employee engagement.
  • Performs other job related duties as assigned.



  • At least 3 or more years of experience in a guest facing role within a hotel/resort/casino environment.
  • At least 2 or more years of managerial or supervisory experience within hotel operations, guest relations, VIP services, concierge, or another key guest facing department within a hotel, resort, and/or casino.
  • Proven ability to effectively motivate and lead a team to achieve results.
  • Exceptional interpersonal written and verbal communication skills including the mastery of proper spelling and grammar.
  • Ability to identify and assess problems and solutions, refer to applicable policies, identify options, recommend, and execute on appropriate courses of action.
  • Ability to identify and assess patterns, trends, root causes, develop explanations and test solutions.
  • Ability to effectively manage multiple complex projects simultaneously.
  • Training and development skills.
  • Strong reading comprehension and retention skills.
  • Strong emotional intelligence to effectively react and respond to a wide range of guest and employee concerns in a personalized and empathetic manner.
  • Strong critical and creative thinking skills.
  • Meticulous and detail oriented.
  • Excellent customer service skills.                     
  • Ability to lead and mentor a team.
  • Have interpersonal skills to deal effectively with all business contacts.
  • Professional appearance and demeanor.
  • Work varied shifts, including weekends and holidays.
  • Bachelor degree or equivalent work experience.
  • Working knowledge of Microsoft Outlook, Word, and Excel.
  • Able to effectively communicate in English, in both written and oral forms.


  • At least 2 or more years of experience in a social media, public relations, or marketing role.
  • At least 1 or more years of management experience within social media, public relations, or marketing.
  • Bachelor degree in hospitality management, marketing, or business.
  • Working knowledge of Micros Opera PMS.
  • Multi-lingual.

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