Guest Experience Manager - Luxor page is loaded
Guest Experience Manager - Luxor
Guest Experience Manager - Luxor
locationsProperty - Luxor time typeFull time posted onPosted Today job requisition id257862
The SHOW comes alive at MGM Resorts International
As a Guest Experience Manager, you'll have the exciting opportunity to shape every aspect of our guest experience and ensure that each guest leaves with a smile on their face and a memory that lasts long after they've checked out. This role is all about blending creativity with strategy to elevate guest satisfaction and deliver a service experience that exceeds expectations. If you’re a natural leader with a knack for problem-solving and a commitment to excellence, this is your chance to be part of a dynamic team where no two days are ever the same!
THE JOB :
The Guest Experience Manager is responsible for managing the daily operations of the Guest Experience department. This position uses business expertise to execute guest improvement strategies which create an extraordinary guest experience. You will play a vital role in our mission to own the guest’s experience and create
WOW memories that they will carry with them far beyond their stay with us.
THE DAY-TO-DAY:
Respond to guest service interactions promptly and professionally, ensuring positive resolutions and maintaining a high standard of customer satisfaction Foster a team-oriented environment, emphasizing a commitment to excellence in service, teamwork, and respect for all staff and guests Oversee daily operations to ensure efficiency and cost-effectiveness, including managing labor, supervising service delivery, and controlling inventory Consistently deliver service that aligns with the property's core standards and brand values Take responsibility for guest experience decisions in the absence of the Director, ensuring seamless service delivery Handle and resolve guest correspondence, including letters, emails, and comment cards, providing comprehensive reports to senior management Ensure all team members are properly trained on departmental policies and guest service procedures Maintain knowledge of departmental and hotel goals, and ensure staff are aligned with them Take ownership of guest requests and complaints, resolving issues promptly and following up to ensure complete guest satisfaction Supervise Guest Experience Representatives, ensuring that all guest interactions are handled with care and efficiency Log and track guest feedback and recurring issues to identify and address areas of improvement Manage special reservations for guests impacted by previous inconveniences, ensuring a smooth and personalized experience Review and monitor responses to guest inquiries to ensure adherence to company service standards Promote a collaborative work environment by interacting with resort staff in a professional and supportive manner Cultivate a positive work environment that values client service, teamwork, performance feedback, individual recognition, mutual respect, and employee satisfaction Oversee human resources functions, including team member development, coaching, hiring, terminations, and promotions, ensuring compliance with company policies and Collective Bargaining Agreements Lead recruitment, training, and succession planning efforts, ensuring a diverse and inclusive workforce Adhere to company policies and legal guidelines, maintaining compliance with all relevant regulations
THE IDEAL CANDIDATE:
Bachelor’s Degree or equivalent experience Leadership experience within the Hospitality Industry One (1) year of previous guest services experience in a similar resort setting Excellent communication skills, verbal and written, including public speaking with a positive and motivational speaking style Strong leadership abilities, sound judgment, superior problem solving and decision-making skills Excellent organizational, analytical and project management skills, with particular attention to quality and detail Ability to function well under pressure, manage multiple priorities, and meet established deadlines Strong working knowledge of Microsoft Excel, Word, Power Point, and other computer programs Exceptional customer service and interpersonal skills to communicate effectively with all business contacts Able to effectively communicate in English, in both written and verbal forms
THE PERKS & BENEFITS:
Health & Income Protection benefits (for eligible employees) Professional and personal development opportunities through employee programs and network groups Free meals in our Luxor employee dining room Free parking on and off-shift at all MGM Resorts properties Wellness incentive programs to help you stay healthy physically and mentally
VIEW JOB DESCRIPTION:
Are you ready to
JOIN THE SHOW
At MGM Resorts, we exist to entertain the human race and provide an unforgettable escape. From delivering excellence for our guests to building and sustaining our communities, you can join our diverse teams of world-class talent and thrive in our collaborative environment. Our iconic MGM Resorts brands offer everyone a wide variety of exciting career opportunities with access to unlimited growth.
Be part of a unique world filled with anticipation, entertainment and unparalleled experiences — combined with competitive rewards and exclusive perks. Together, we will use our meaningful relationships to continue to build our authentic culture.
We know the importance of respecting each other’s differences. We embrace and leverage our diversity to achieve best-in-class experiences and create stronger ties with our employees, guests, suppliers and community partners. We stay committed to taking strong, principled stands on equality to better unify our world. MGM Resorts International develops, builds and operates unique destination resorts designed to provide a total resort experience, including first-class accommodations and dining, world-class entertainment, state-of-the-art meeting and convention facilities, and high-quality retail and gaming experiences.
We know the importance of respecting each other’s differences. We embrace and leverage our diversity to achieve best-in-class experiences and create stronger ties with our employees, guests, suppliers and community partners. We stay committed to taking strong, principled stands on equality to better unify our world.
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 us at talent@mgmresorts.com
We are an Equal Opportunity Employer. We are also committed to protecting the privacy of visitors to our employment application site, including the protection of any personal information provided to us. For more information about MGM Resorts International, including our and commitment to diversity and inclusion, please visit . For California residents, also see our that describes the categories of personal information and sensitive personal information we collect and provides certain details about our processing of that information.
