THE JOB:

As a Guest Services Specialist at The Cosmopolitan, 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 memories they will carry with them far and beyond their stay with us.

THE DAY-TO-DAY:

• Welcome guests to the property and the MGM Resorts family by providing memorable service, anticipating guest needs and responding to and resolving any guest complaints in alignment with S.H.O.W. Service Basics
• Provides memorable service consistent with the property’s core service standards and brand attributes. Answer and connect calls to appropriate department, hotel guest or hotel/casino personnel. Process guests wake up call, emergency and recovery calls.
• Enhance guest experience through offering upgraded accommodations where available in accordance with authorized programs and processes and promoting M life enrollment and benefits to our guests to maximize revenue opportunities.
• Multi‐task while recording guest information into multiple reservation systems, while ensuring maximum data integrity and accuracy
• Ensure correct charges and credits are posted, collect payments, handle cash and credit transactions, and demonstrate responsibility in balancing all cash and cash equivalent transactions using property cash handling procedures
• Work with Management to develop skills and evaluate individual performance and make efforts to improve performance where the need has been indicated
• Respond to and resolve guest complaints/challenges in a timely manner by owning the issue, creatively solving guest inconveniences and ensuring guest satisfaction.
• Collaborate with all other departments to ensure a smooth response to guest requests

THE RIGHT CANDIDATE WILL HAVE:

• Ability to work varied shifts, to include weekends and holidays.
• High School Diploma, GED or equivalent.
• 1+ Years of Prior Relevant guest service experience.
• Knowledge of LMS, Opera, HOTSOS, AMCOM, NEC or Avaya.
• Bilingual, with English as the primary or secondary language.
• Experience in a similar resort setting.

THE PERKS & BENEFITS:

• Wellness incentive programs to help you stay healthy physically and mentally.
• Access to company hotel, food and beverage, retail, and entertainment discounts as well as discounts with company partners on things like travel, electronics, online shopping, and more.
• Free meals in our employee dining room.
• Free parking on and off-shift.
• Health & Income Protection benefits (for eligible employees).
• Professional and personal development through programs and networking opportunities as well as volunteer opportunities in the community.

FULL JOB DESCRIPTION: