PRIMARY PURPOSE:

As a Guest Services Representative you will assist customers with telephone calls related to dispatch services while delivering the highest level of customer service and courtesy, this includes partnering with several departments in handling guest requests and ensure a resolution. All duties are to be performed in accordance with departmental and MGM Resorts International policies, practices, and procedures.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Handle all incoming and outgoing calls in a courteous, efficient and enthusiastic manner as outlined by Company and Departmental standards while maintaining composure and tact throughout high volume of repetitive customer, coworker, and intra-department interactions in a fast-paced environment
• Provide dispatch services for guest requests related to luggage assistance; room service orders; housekeeping amenities; wake-up calls; check outs; early arrivals and late departures; messages; paging; long distance assistance; and other special services requested by guests or administrative personnel.
• Perform data entry for requested services in housekeeping, front desk, bell, limo, facilities and room service
• Inform guests of property functions and facilities upon request.
• Keep property information on personnel and departments up-to-date in order to be knowledgeable about and to articulate on casino events, promotions, and amenities.
• Continually read all departmental training material, including memos, newsletters and SharePoint sites and is responsible for knowing and understanding all material.
• Maintain accurate records for all requests
• Dispatch bell and limo runs in accordance with front service department policies and procedures
• Maintain complete knowledge of all room service menu items. Recommend or suggest additional food items
• Ensure that customer requests are met and confirmed within the guidelines established by management
• Operate the beeper system; and operate the TDD machine.
• Work with supervisor to evaluate individual performance and make efforts to improve performance where the need has been indicated
• Provide management with important observations culled from many customer interactions offering suggestions to improve process, product or service offerings
• Take direction and make decisions as necessary
• Performs all other job related duties as assigned.

MINIMUM REQUIREMENTS:

• One (1) year of high volume call center or customer service experience, or an equivalent combination of education, training and experience
• Effectively communicate in English, both in written and oral forms
• High school diploma or equivalent
• Work varied shifts, to include weekends and holidays

PREFERRED:

• Experience working in a similar luxury resort setting.
• Experience with Opera and HotSos