Customer Relations Representative (MGM Grand)

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  • MGM Resorts International

    Customer Relations Representative (MGM Grand)

    Company:
    MGM Resorts International

    Location:
    Las Vegas
    NV
    89109
    US

    Category:
    Hospitality - Hotel

    Degrees Required:
    Not Specified

    Employment Type:
    Full-Time

    Manages Others:
    No

    Requirements:
     

    Requirements:
    Grade:

    • Answers incoming telephone calls according to designated service and productivity standards, connect to appropriate department, hotel guest or hotel/casino personnel.
    • Serves as public relations representative.
    • Exhibits a professional tone and willingness to assist all guests and/or management.
    • Responds promptly and discreetly to guest inquiries and provides information for all events, promotions, general information, and directions regarding casino, hotel, and local metropolitan area.
    • Maintains knowledge of all hotel amenities such as room, restaurant, spa and entertainment information including room type, menu items and hours of operation to best serve the guests.
    • Assist hotel guests with various questions and concerns using judgment to ensure a balance between cost and service.
    • Compile and process various reports.
    • Engage and interact with guests professionally, presenting a friendly tone and a willingness to serve.
    • Strictly enforces the privacy and confidentiality of guests and limits requests for information about such guests in accordance with hotel policies.
    • Operates public address system for paging guests, making public announcements and paging/beeping key personnel.
    • Inputs text messages for hotel guests and expected guests.
    • Maintains awareness by reading memos and information board.
    • Able to follow emergency procedures and communicate effectively any emergency situation to immediate supervisor as dictated by emergency policy.
    • Takes and executes wake-up calls for guests. Logs wake-up calls and checks for accuracy.
    • Completes all duties in accordance with the standards and procedures.
    • Performs all other job related duties as requested.

    Required:

    • At least 1 year of continuous guest service experience in the hotel / casino industry.
    • At least 6 months of multi-line phone experience in a hotel.
    • Excellent customer service skills.
    • Have interpersonal skills to deal effectively with all business contacts.
    • Professional appearance and demeanor.
    • Work varied shifts, including weekends and holidays.
    • High School diploma or equivalent.
    • Able to effectively communicate in English, in both written and oral forms. 

    Preferred:

    • Previous key boarding experience.
    • Ability to logically and independently plan, organize, and complete work and maintain confidentiality of sensitive information.
    • Previous experience working in a similar resort setting.

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