Dispatcher Hotel – Bellagio
Job Description
**PRIMARY PURPOSE:**
As a Hotel Dispatcher, you will set the stage for guest experience with your welcoming smile and service. By understanding their unique stories and needs, you will own their experience to create **WOW** memories they will carry with them far and beyond their stay with us.
**PRINCIPAL DUTIES AND RESPONSIBILITIES:**
+ Actively seek to provide refined luxury service ensuring guest satisfaction
+ Answer Bell Desk phone and record guest requests
+ Facilitate bag handling for guests by dispatching bell persons efficiently
+ Maintain positive guest relations at all times and be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately
+ Own all requests and complaints; resolve issues immediately and follow up to ensure the guest’s satisfaction; handle calls from guests, write requests for service on service call cards, punch card with a time stamp and place them in rotation for the next available bell person to assist
+ Assist guest calls and dispatch bellmen to handle guest luggage for check in or check out.
+ Transfer callers to other departments as necessary
+ Organize convention groups by completing paper work, setting up bag pull times, calling the tour leader for information as needed including bus times for pick up and room changes
+ Organize all laundry in and out by verifying names, room numbers, number of items and check for room changes
+ Perform other job-related duties as requested
**KNOWLEDGE, SKILLS, AND ABILITIES:**
+ Knowledgeable of various hotel systems such as Opera, HotSOS, GoConcierge, VIPr, Autocab, Autobells, CVPS, and others
+ Knowledge of handheld mobile application devices, multi-line phone and 2–way radio experience
+ Able to effectively communicate in English, in both written and verbal forms
+ Basic knowledge of computer software to include Outlook, MS Word, Excel, and PowerPoint as well as office equipment, i.e. telephone, copier, fax machine
+ Effective listening abilities with strong judgment skills
+ Excellent customer service skills and interpersonal skills to effectively communicate with all business contacts
+ Maintain a professional, neat and well-groomed appearance adhering to company standards
**MINIMUM REQUIREMENTS:**
+ High school diploma or equivalent
+ Six (6) months of guest service experience
+ Six (6) months of experience handling multiple phone lines
+ Work varied shifts, to include weekends and holidays
**PREFERRED:**
+ Two (2) years of experience in a dispatch or call center environment
+ Experience in a AAA 5 diamond, Mobil 5 star, or Forbes hotel/resort setting
+ Front Services experience
+ Experience working in a similar resort setting
MGM Resorts International is an Equal Opportunity Employer: Women/Minorities/Veterans/Individuals with Disabilities. In compliance with the Americans with Disabilities Act, MGM Resorts International will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.
MGM Resorts International believes in providing opportunity for every employee to grow, develop and succeed in a work environment where you can be your best. We encourage you to explore our job opportunities. If you are an individual with a disability and need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact our Corporate Diversity and Disability Outreach department at 1-844-247-0370 or email diversityrecruiting@mgmresorts.com
