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Guest Relations Specialist
MGM Resorts International Operations
Hotel Front Desk/Concierge/VIP
21 and over
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.
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.
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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