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Job Title:   Guest Relations Specialist
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MGM Resorts International Operations
390084
Hotel Front Desk/Concierge/VIP
Full-Time
21 and over
04
 

JOB DESCRIPTION:
  • Read, investigate, and respond to guest comments, complaints, or inquiries posted on travel review sites including TripAdvisor, Yelp, Expedia, Open Table, and Google Travel.
  • Craft customized responses using appropriate language and tone to represent the company.
  • Collaborate with property and company leaders to identify and resolve root causes of guest concerns.
  • Facilitate the creation of room, entertainment, dining, and nightlife reservations.
  • Monitor and report on key insights and trends in guest feedback.
  • Facilitate the implementation of marketing campaigns pertaining to travel review sites.
  • Continually monitors and reports on industry best practices in review site management.
  • Provides administrative support to all guest experience initiatives and service programs.
  • Performs other job related duties as assigned.

JOB REQUIREMENTS:

Required:

  • At least 1 or more years of experience in a customer service focused role.
  • Exceptional interpersonal written and verbal communication skills including the mastery of proper spelling and grammar.
  • Strong emotional intelligence to effectively react and respond to a wide range of guest concerns and inquiries in a personalized and empathetic manner.
  • Ability to identify and assess problems and solutions, refer to applicable policies, identify options, and recommend appropriate courses of action.
  • Ability to effectively and efficiently manage multiple tasks simultaneously.
  • Strong critical and creative thinking skills.
  • Meticulous and detail oriented.
  • Excellent customer service skills.     
  • Have interpersonal skills to deal effectively with all business contacts.
  • Professional appearance and demeanor.
  • Work varied shifts, including weekends and holidays.
  • High School diploma or equivalent.
  • Working knowledge of Microsoft Outlook, Word, and Excel.
  • Able to effectively communicate in English, in both written and oral forms.

Preferred:
 

  • At least 1 or more years of experience in a role managing a large volume of customer correspondence across multiple online channels including social media and travel review sites.
  • At least 1 or more years of experience in public relations and/or marketing.
  • Bachelor degree in hospitality, business, marketing, or journalism.
  • Working knowledge of Micros Opera PMS.
  • Previous experience working in a similar resort setting.

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