Lobby Host

PRIMARY PURPOSE:

As a Lobby Host, you will welcome our guests, and by understanding their unique stories and needs, you will own the experience to create WOW moments and memories they will carry with them far beyond their stay with us.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Welcome guests to the property and the MGM Resorts family providing memorable service, anticipating guest needs and responding to and resolving any guest complaints in alignment with S.H.O.W. Service Basics
• Proactively greet guests within the lobby environment, identifying needs and fulfilling them appropriately
• Monitor traffic flow and manage queuing system procedures in accordance with property policies
• Direct guests as appropriate to minimize wait times
• Actively identify, acknowledge, diagnose, and resolve guest concerns following service recovery protocols
• Enthusiastically promote features and benefits of MGM Resorts International venues and outlets
• Maintain comprehensive and accurate knowledge of groups, events, amenities, outlets, and general information
• Utilize tablet devices to perform key transactions as well as display products and services to guests
• Perform other job-related duties as requested

KNOWLEDGE, SKILLS, AND ABILITIES:

• Able to effectively communicate in English, in both written and verbal forms
• Perception and awareness of individual needs and the ability to handle all situations calmly and professionally
• Effective listening abilities with strong judgment skills
• Knowledge of accommodations room capacities and amenities
• Excellent customer service skills and interpersonal skills to effectively communicate with all business contacts
• Maintain a professional, neat, and well-groomed appearance adhering to company standards

MINIMUM REQUIREMENTS:

• High School Diploma or equivalent
• Work varied shifts, including weekends and holidays

PREFERRED:

• Post-secondary education
• One (1) year of face-to-face customer service experience
• Experience in a similar resort setting