Guest Experience Manager - Luxor

The SHOW comes alive at MGM Resorts International

Have you ever wondered what it would be like to work in a place full of excitement, diversity, and entertainment? Are you enthusiastic about being a team player in one of the most fascinating industries in the world? At MGM Resorts, we seek individuals like YOU to create unique and show-stopping experiences for our guests.

As a Guest Experience Manager, you'll have the exciting opportunity to shape every aspect of our guest experience and ensure that each guest leaves with a smile on their face and a memory that lasts long after they've checked out. This role is all about blending creativity with strategy to elevate guest satisfaction and deliver a service experience that exceeds expectations. If you're a natural leader with a knack for problem-solving and a commitment to excellence, this is your chance to be part of a dynamic team where no two days are ever the same!

THE JOB:

The Guest Experience Manager is responsible for managing the daily operations of the Guest Experience department. This position uses business expertise to execute guest improvement strategies which create an extraordinary guest experience. You will play a vital role in our mission to own the guest's experience and create WOW memories that they will carry with them far beyond their stay with us.

THE DAY-TO-DAY:

• Respond to guest service interactions promptly and professionally, ensuring positive resolutions and maintaining a high standard of customer satisfaction
• Foster a team-oriented environment, emphasizing a commitment to excellence in service, teamwork, and respect for all staff and guests
• Oversee daily operations to ensure efficiency and cost-effectiveness, including managing labor, supervising service delivery, and controlling inventory
• Consistently deliver service that aligns with the property's core standards and brand values
• Take responsibility for guest experience decisions in the absence of the Director, ensuring seamless service delivery
• Handle and resolve guest correspondence, including letters, emails, and comment cards, providing comprehensive reports to senior management
• Ensure all team members are properly trained on departmental policies and guest service procedures
• Maintain knowledge of departmental and hotel goals, and ensure staff are aligned with them
• Take ownership of guest requests and complaints, resolving issues promptly and following up to ensure complete guest satisfaction
• Supervise Guest Experience Representatives, ensuring that all guest interactions are handled with care and efficiency
• Log and track guest feedback and recurring issues to identify and address areas of improvement
• Manage special reservations for guests impacted by previous inconveniences, ensuring a smooth and personalized experience
• Review and monitor responses to guest inquiries to ensure adherence to company service standards
• Promote a collaborative work environment by interacting with resort staff in a professional and supportive manner
• Cultivate a positive work environment that values client service, teamwork, performance feedback, individual recognition, mutual respect, and employee satisfaction
• Oversee human resources functions, including team member development, coaching, hiring, terminations, and promotions, ensuring compliance with company policies and Collective Bargaining Agreements
• Lead recruitment, training, and succession planning efforts, ensuring a diverse and inclusive workforce
• Adhere to company policies and legal guidelines, maintaining compliance with all relevant regulations

THE IDEAL CANDIDATE:

• Bachelor's Degree or equivalent experience
• Leadership experience within the Hospitality Industry
• One (1) year of previous guest services experience in a similar resort setting
• Excellent communication skills, verbal and written, including public speaking with a positive and motivational speaking style
• Strong leadership abilities, sound judgment, superior problem solving and decision-making skills
• Excellent organizational, analytical and project management skills, with particular attention to quality and detail
• Ability to function well under pressure, manage multiple priorities, and meet established deadlines
• Strong working knowledge of Microsoft Excel, Word, Power Point, and other computer programs
• Exceptional customer service and interpersonal skills to communicate effectively with all business contacts
• Able to effectively communicate in English, in both written and verbal forms

THE PERKS & BENEFITS:

• Health & Income Protection benefits (for eligible employees)
• Professional and personal development opportunities through employee programs and network groups
• Free meals in our Luxor employee dining room
• Free parking on and off-shift at all MGM Resorts properties
• Wellness incentive programs to help you stay healthy physically and mentally

VIEW JOB DESCRIPTION:

https://mgmresorts.marketpayjobs.com/ShowJob.aspx?EntityID=2&jobcode=19565

Are you ready to JOIN THE SHOW? Apply today!