Guest Services Supervisor Front Desk - Bellagio

Guest Services Supervisor

Have you ever wondered what it would be like to work in a place full of excitement, diversity, and entertainment? Are you enthusiastic about being a team player in one of the most fascinating industries in the world? At MGM Resorts, we seek individuals like YOU to create unique and show-stopping experiences for our guests.

The Job: As a Guest Services Supervisor, you ensure guests are receiving WOW service from our Guest Representatives by analyzing key performance metrics, handling escalated issues and supporting the team with feedback, training and support.

The Starting Rate: $22.39 per hour The Day-to-Day:

• Lead and direct a team Guest Services Representatives
• Responsible for quantitative and qualitative performance by agent; evaluate, coach and counsel employee performance on an on-going basis
• Assist with service recovery and problem resolution process for escalated guest issues
• Provide information to the department on property functions and facilities
• Create and organize departmental curriculum training material for new hires and current employees, including improvement /refresher training and memos, and communicate and relay information to all employees on varying shifts
• Assist with Guest Service Representatives, as needed, with transactional and customer processes, including incoming and outgoing calls, coordinating dispatch services, paging, and providing area and property information to and other special services requested by guests or administrative personnel
• Serve as point of escalation in complex situations that require additional department or guest attention
• Interact closely with varying departments to ensure the most appropriate use of resources
• Utilize provided observations and data in order to improve process, product or service offering

The Ideal Candidate:

• High School Diploma, GED or equivalent is required
• 2+ years of supervisory experience in a call center
• 2+ years of supervisory experience at a major hotel and casino resort complex
• Additional education at the college level associated with Hotel or Business Administration or equivalent experience
• Knowledgeable of Property Management System, Opera
• Must be available to work varied shifts, including nights, weekends and holidays
• Experience in scheduling, call center KPI analysis and proficiency in Excel is highly preferred

The Perks & Benefits:

• 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

Are you ready to JOIN THE SHOW? Apply today!