Guest Services Representative - Park Mgm

Become one of the stars behind the S.H.O.W. 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 Services Representative, you will set the stage for the guest experience with your welcoming smile and service. By understanding their unique stories and needs, you will own their experience to create WOW memories they will carry with them far and beyond their stay with us.

• Welcome guests to the property and the MGM Resorts family by providing memorable service, anticipating guest needs and responding to and resolving any guest complaints in alignment with S.H.O.W. Service Basics
• Provides memorable service consistent with the property's core service standards and brand attributes. Answer and connect calls to appropriate department, hotel guest or hotel/casino personnel. Process guests wake up call, emergency and recovery calls.
• Enhance guest experience through offering upgraded accommodations where available in accordance with authorized programs and processes and promoting M life enrollment and benefits to our guests to maximize revenue opportunities.
• Multi-task while recording guest information into multiple reservation systems, while ensuring maximum data integrity and accuracy
• Ensure correct charges and credits are posted, collect payments, handle cash and credit transactions, and demonstrate responsibility in balancing all cash and cash equivalent transactions using property cash handling procedures
• Work with Management to develop skills and evaluate individual performance and make efforts to improve performance where the need has been indicated
• Respond to and resolve guest complaints/challenges in a timely manner by owning the issue, creatively solving guest inconveniences and ensuring guest satisfaction.
• Collaborate with all other departments to ensure a smooth response to guest requests

• High school diploma or equivalent
• Work varied shifts, to include weekends and holidays

• Post-secondary education
• One (1) year face to face guest service experience
• Bilingual, with English as the primary or secondary language
• Experience in a similar resort setting
• Knowledge of Opera, HOTSos, AMCOM, NEC or Avaya