Digital Experience Advocate
2 weeks ago
About Us
MGM Resorts International is a leader in the entertainment industry, offering a dynamic and exciting work environment. If you're passionate about delivering exceptional customer experiences, we want to hear from you
Salary: $17.69 per hour
Job Summary
The Digital Guest Experience Specialist plays a critical role in maintaining our company's public image by engaging with guests on leading review sites, social media platforms, and other online channels. This position requires excellent communication skills, attention to detail, and the ability to work collaboratively with various stakeholders.
Main Responsibilities
- Prioritize and respond to guest comments, complaints, and inquiries on review sites and social media platforms, ensuring timely and effective resolutions.
- Craft responses that represent our company and properties/brands, using appropriate language and tone.
- Collaborate with property leaders to identify and resolve root causes of guest concerns, facilitating guest service recovery.
- Analyze guest feedback results across multiple platforms, creating reports highlighting key data points.
- Monitor and report trends in guest feedback and service, providing insights to relevant stakeholders.
Requirements
- 2+ years of experience in a guest/customer service-focused role.
- Excellent communication etiquette via email, message, texts, and social media.
- Experience communicating with guests/customers via digital platforms.
- Extensive computer skills, including Microsoft, digital platforms, and social media.
Benefits
- Wellness incentive programs for physical and mental well-being.
- Access to company hotel, food, and beverage discounts, as well as partner offers on travel, electronics, 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 opportunities, including volunteer work in the community.
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