Guest Services Representative (Mandalay Bay)

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  • MGM Resorts International

    Guest Services Representative (Mandalay Bay)

    Company:
    MGM Resorts International

    Location:
    3950 South Las Vegas Boulevard
    Las Vegas
    NV
    89119
    US

    Category:
    Hospitality - Hotel

    Degrees Required:
    Not Specified

    Employment Type:
    Full-Time

    Manages Others:
    No

    Requirements:
     

    Requirements:
    Grade:

    It is the primary responsibility of the Guest Services Representative is to provide unparalleled guest service to all internal and external guests while completing all related job functions assigned including, but not limited to:  selling/assigning rooms, registering guests, determining credit, rendering folios, receiving credit payments, resolving guest challenges by exceeding their expectations, and performing all assigned duties/functions in accordance with established guidelines/ procedures.

    • Respond to guest service interactions in a professional and timely manner, achieving positive resolutions.
    • Provide excellent service consistent with the property's core service standards and brand attributes.
    • Proactively greet, interact, and assist resort guests in a professional manner to foster and promote a cooperative and harmonious resort environment.
    • Proactively seek to provide refined luxury service ensuring guest satisfaction.
    • Meet the demands of a fast-paced environment by using good judgment and the ability to multi-task.
    • Organize tasks and take meaningful action in solving practical problems.
    • Own all requests and complaints, resolve issues immediately and follow up to ensure the guest's satisfaction.
    • Be knowledgeable of Hotel information to answer guest inquiries .
    • Identify and report defects throughout the Hotel; notify supervisors immediately of hazards, injuries, equipment or processes that negatively affect the operations.
    • Assist guests at the front desk when needed by checking them in and out.
    • Provides quotes for room rates and up sells to the guest when possible.
    • Controls and issues keys to rooms .
    • Assists in coordination of guest requests with Front Desk, Engineering and Housekeeping Departments .
    • Determines if guests are eligible for Hotel credit.
    • Verifies that the correct charges and credits are posted to the corresponding guest folio.
    • Collects payment for charges on the guest folio.
    • Ensures all payment methods are accounted for and balanced at the beginning and end of each work shift.
    • Responds to guest inquiries related to Mandalay Bay Resort and Las Vegas.
    • Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
    • Completes all duties in accordance with Mandalay Bay Resort standards and procedures.
    • Perform all other job related duties as requested..

    Required:

    • At least 1 year of continuous face-to-face guest service experience.
    • Ability to maintain confidential information.
    • Maintain a positive attitude to deal effectively with guests, management, and employees.
    • Strong analytical and creative thinking skills.
    • Excellent communication, presentation, and computer skills.
    • 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.
    • Working knowledge of MS Word and Excel.
    • Able to effectively communicate in English, in both written and oral forms.

    Preferred:

    • Bilingual.
    • Previous experience working in a similar resort setting.

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