Guest Service Representative NoMad – Park MGM
Job Description
**PRIMARY PURPOSE:**
As a Guest Services Representative, you will set the stage for the guest experience with your welcoming smile and service. By understanding their unique stories and needs, you will own their experience to create **WOW** moments and memories they will carry with them beyond their stay with us.
**PRINCIPAL DUTIES AND RESPONSIBILITIES:**
+ Handle all incoming and outgoing calls in a courteous, efficient and enthusiastic manner as outlined by Company and Departmental standards while maintaining composure and tact throughout a high volume of repetitive customers, coworkers, and intra-department interactions in a fast-paced environment
+ Provide dispatch services for guest requests related to luggage assistance, room service orders, housekeeping amenities, wake-up calls, check-outs, early arrivals and late departures, messages, paging, long-distance assistance, and other special services requested by guests or administrative personnel
+ Perform data entry for requested services in housekeeping, front desk, bell, limo, facilities, and room service
+ Inform guests of property functions and facilities upon request
+ Maintain accurate records for all requests
+ Dispatch bell and limo runs in accordance with front service department policies and procedures
+ Maintain complete knowledge of all room service menu items, recommend or suggest additional food items
+ Operate the beeper system and operate the TDD machine
+ Provide management with important observations gathered from customer interactions offering suggestions to improve the process, product, or service offerings
**KNOWLEDGE, SKILLS, AND ABILITIES:**
+ Able to effectively communicate in English, in both written and verbal forms
+ Ability to work under pressure
+ Perception and awareness of individual needs and the ability to handle all situations calmly and professionally
+ Ability to multi-task and work well in a fast-paced, team-oriented environment
+ Proficient in basic computer software including Outlook, MS Word, Excel, and PowerPoint as well as office equipment, i.e., telephone, copier, fax machine
+ Excellent organizational skills to function effectively under time constraints and within established deadlines, with particular attention to detail
+ Effective listening abilities with strong judgment skills
+ Knowledge of accommodations and amenities
+ 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
+ One (1) year of related experience
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
