Guest Experience Manager - The Cosmopolitan

The SHOW comes alive at MGM Resorts International

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.

Ready to turn moments into memories? As a Guest Experience Manager, you'll be the driving force behind unforgettable stays - championing service excellence, creating WOW moments, and inspiring teams to go above and beyond. If you're passionate about people, hospitality, and raising the bar, this role is your stage!

THE JOB:

The Guest Experience Manager provides strategic support to property leaders in identifying, evaluating, developing and driving guest improvement strategies which create extraordinary guest experiences. This person assists with property-level service improvement initiatives for the resort and aides in the development and facilitation of programs related to service enhancement. The Guest Experience Manager acts as a subject matter expert as it pertains to process improvement, guest recovery, and driving service excellence.

You will play a vital role in our mission to own the guest's experience and create WOW memories that they will carry with them far beyond their stay with us!

THE DAY-TO-DAY:

• Analyze guest behavior and trends to generate actionable insights and strategic recommendations for service excellence
• Utilize guest feedback data to identify service gaps, create targeted action plans, and enhance service delivery
• Develop actionable service improvement plans, partner with departments to ensure accountability, and track results
• Lead and execute customer-centric projects and initiatives aimed at elevating the guest experience across the property
• Promote service excellence by reinforcing the property's core service standards and brand attributes in daily operations
• Collaborate cross-functionally to implement service initiatives, drive guest recovery strategies, and oversee employee recognition programs
• Manage and lead property-wide service recognition programs aligned with brand standards and service culture
• Customize guest feedback reports for various stakeholders-from frontline staff to executive leadership-ensuring data-driven decision-making
• Foster a collaborative and team-oriented environment that emphasizes superior service, respect, and teamwork

THE IDEAL CANDIDATE:

• Three (3) years of experience within the Hospitality Industry required
• Strong analytical problem-solving skills
• Ability to lead and mentor a team
• Exceptional customer service and interpersonal skills to communicate effectively with all stakeholders

THE PERKS & BENEFITS:

• Health & Income Protection benefits (for eligible employees)
• Professional and personal development opportunities through employee programs and network groups
• Free meals in our Cosmopolitan employee dining room
• Free parking on and off-shift at all MGM Resorts properties
• Wellness incentive programs to help you stay healthy physically and mentally
• Access to company hotel, food and beverage, retail, and entertainment discounts

VIEW JOB DESCRIPTION:

https://mgmresorts.marketpayjobs.com/ShowJob.aspx?EntityID=2&jobcode=12435

Are you ready to JOIN THE SHOW? Apply today!