Guest Experience Specialist (Corporate)

Location:
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:
The Guest Experience Specialist is responsible for providing the highest level of customer service to our guests through direct engagement on leading review sites, social media platforms and other online channels for consumer feedback. This role is instrumental in maintaining an impeccable public image of the Company to positively impact the decisions of potential future guests in choosing an MGM Resorts International destination.
All duties are to be performed in accordance with departmental and MGM Resorts International policies, practices and procedures.

PRINCIPAL DUTIES AND RESPONSIBILITIES:
Prioritize, categorize and respond to guest comments, complaints and inquiries posted on travel review sites and social media channels, including but not limited to TripAdvisor, Expedia, Google, Facebook, etc. Craft relevant responses, using appropriate language and tone, to represent the Company and properties/brands within the portfolio.
Collaborate with property and Company leaders to identify and resolve root causes of guest concerns. Facilitate guest service and recovery with property stakeholders and leadership.
Analyze guest feedback results across multiple platforms and create reports highlighting pertinent data. Monitor and report key insights and trends in guest feedback and service to relevant stakeholders.
Continually monitor and report on industry best practices in social customer care and review site management. Provide administrative support for online reputation management programs.
Perform other job-related duties as requested.

KNOWLEDGE, SKILLS, AND ABILITIES:
Ability to identify and assess problems and solutions, refer to applicable policies, identify options, and recommend appropriate

MINIMUM REQUIREMENTS:
Minimum of two (2) years of experience in a guest/customer service focused role.

PREFERRED:
Familiarity with digital SaaS systems (Medallia, Sprinklr, Revinate, etc.) to monitor, publish and report on guest issues