Handles guests in the most courteous and efficient manner while responding to inquiries or concerns regarding the guest experience.
Anticipates guest needs by suggestively offering resort amenities and options which will enhance the guest experience.
Inputs all applicable hotel guest information into Opera, HotSOS, GoConcierge and additional hotel systems to monitor and follow-up on guest experience.
Assist with front desk related functions as needed such as processing room changes, reviewing guest folios and checking-out guests.
Resolve property-wide guest service issues with documented follow-up to involved departments.
Makes necessary courtesy calls and follow up calls to all guests’ issues. Coordinate with all other departments to ensure a smooth response to guest’s requests.
Proactively greet, interact, and assist resort staff in a professional manner to foster and promote a cooperative and harmonious work environment.
Proactively seek to provide refined luxury service ensuring guest satisfaction.
Meet the demands of a fast-paced environment by using good judgment and the ability to multi-task.
Maintain complete knowledge of and comply with all departmental policies, procedures, and standards.
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times.
Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
Be knowledgeable of Department and Hotel goals.
Exhibit a professional demeanor and willingness to assist all guests whenever possible.
Up-sell and cross-sell property amenities to guests company-wide.
Process all guest requests and respond promptly and discreetly to guest inquiries.
Update guest information spreadsheets.
Answer multi-line phone system for guests and provide assistance when necessary.
Respond to guest service interactions in a professional and timely manner, achieving positive resolutions.
Practice teamwork, create a positive work environment, greet fellow employees and thank them when they lend assistance.
Support and follow company policies, legal requirements, and guidelines of the Collective Bargaining Agreement.
Provide excellent service consistent with the property’s core service standards and brand attributes.
Own all requests and complaints; resolve issues immediately and follow up to ensure the guest’s satisfaction.
Identify and report defects throughout the Hotel; notify supervisors immediately of hazards, injuries, equipment or processes that negatively affect the operations.
Performs other job related duties as assigned.
At least 1 year of guest service experience in a hotel/resort.
Effective problem solving skills.
Maintain a positive attitude to deal effectively with guests, management, and employees.
Ability to maintain confidential information.
Excellent customer service skills.
Able to lead and mentor a team.
Have interpersonal skills to deal effectively with all business contacts.
Professional appearance and demeanor.
Work varied shifts, including weekends and holidays.
PC software programs (MS Word, Excel).
High school diploma or equivalent.
Able to effectively communicate in English, in both written and oral forms.
Previous experience using hotel computer systems (Opera PMS, HotSOS, NEC GNAV, GoConcierge).
Previous experience working in a similar resort setting.
MGM Resorts International
- 2 years ago - save job
It's not your imagination -- MGM Resorts International (formerly MGM MIRAGE) is one of the world's largest gaming firms. The...