Guest Experience & Reputation Specialist

About the Role

Step into the dynamic world of MGM Resorts International in Las Vegas, Nevada, where excitement, diversity, and entertainment come together to create unforgettable experiences. We are seeking passionate team players to join us as Guest Experience & Reputation Specialists, dedicated to delivering top-tier customer service through engagement on prominent review websites, social media networks, and other digital feedback channels. This position plays a crucial role in upholding and enhancing the company’s esteemed public image, ultimately influencing potential visitors to choose MGM Resorts destinations.

Key Responsibilities

• Manage and prioritize guest feedback, including comments, complaints, and inquiries across platforms such as TripAdvisor, Expedia, Google, and Facebook.
• Compose thoughtful, appropriately toned responses that accurately represent the company and its various brands and properties.
• Work closely with property and company leadership to identify underlying guest issues, and coordinate service recovery efforts with relevant teams.
• Examine guest feedback data collected from multiple sources to produce analytical reports highlighting important trends and insights.
• Continuously track and communicate key patterns in guest opinions and service quality to stakeholders.
• Stay informed on industry-leading practices in social customer care and online reputation management; support administrative functions related to these programs.
• Act as a dedicated operational collaborator for online reputation management across multiple properties, including The Cosmopolitan of Las Vegas, Las Vegas Strip resorts, and regional venues.

Candidate Profile

• A minimum of two years of relevant experience in a customer or guest service role.
• Strong problem-solving ability with a knack for evaluating issues, navigating company policies, presenting options, and suggesting appropriate solutions.
• Excellent organizational skills to manage multiple priorities efficiently within tight deadlines while maintaining detailed accuracy.

Perks & Benefits

• Access to opportunities for professional growth and career progression, including networking and community volunteer programs.
• A supportive and team-oriented workplace atmosphere.
• Health and wellness incentive programs designed to support physical and mental well-being.
• Company discounts on accommodations, entertainment, shopping, dining, and more.
• Exclusive savings through partnerships in travel, electronics, and online shopping.
• Complimentary meals in employee dining areas offering diverse and nutritious options.
• Free parking facilities on-site to simplify commuting.