Guest Service Representative - Park Mgm

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:

As a Guest Service Representative, you will welcome our guests, and by understanding their unique stories and needs, you will own the experience to create WOW moments and memories they will carry with them far beyond their stay with us.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• 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
• Welcome guests to the property and the MGM Resorts family by providing memorable service consistent with the property's core service standards and brand attributes.
• 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 by anticipating guest needs, and responding to and resolving any guest complaints in alignment with S.H.O.W. Service Basics
• Enhance guest experience through offering upgraded accommodations where available in accordance with authorized programs and processes and promoting MGM Rewards enrollment and benefits to our guests
• Answer and connect calls to the appropriate department, hotel guest, or hotel/casino personnel. Process guest's wake up calls, emergency, and recovery calls
• Control and issue keys while promoting the security, privacy, and confidentiality of all guests while providing a relaxing and hassle-free experience from start to finish

MINIMUM REQUIREMENTS:

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