Luxury Services Agent (Corporate)

Company: MGM Resorts International ( Learn More )

General Information
US-NV-Las Vegas
Not Specified
Not Specified
Not Specified
Job Description Grade:

This position provides upbeat, personalized service from first guest contact until reservation(s) completion for all luxury suites located within MGM Resorts International properties.  The overarching goal of this position is to encourage and foster repeat business by demonstrating outstanding guest service that reflects our five-star, five-diamond service culture in every customer interaction.  This position requires exceptional enthusiasm while demonstrating a complete working knowledge of all property offerings.  This position captures all relevant information for opportunities to promote the benefits of M-Life (non-gaming) program.

  • Handles guests in the most courteous and efficient manner while responding to guest inquiries or concerns regarding the guest experience.
  • Anticipates guest needs and/or engages guest to capture all possible up-sell and cross-sell opportunities, and recommends appropriate solutions to the particular guest interaction to maximize these increased revenue opportunities.
  • Provides guest experience that meets or exceeds applicable industry rating standards (Forbes, AAA, etc.), in addition to meeting established department standards for service excellence (i.e. Quality, Not Ready, conversion, etc.).
  • Inputs guest information into all applicable computer systems, ensuring maximum data integrity and accuracy.
  • Secures and processes advance deposits when making guest room reservations.
  • Gives accurate directions to the resort and local attractions.  Answers guest questions about local restaurants and attractions. 
  • Makes necessary courtesy calls and follow up calls to all guests’ issues.  Coordinate with all other departments to ensure a smooth response to guest’s requests.

  • Required:

  • Equivalent combination of education, training and experience.
  • Excellent customer service skills.
  • Have interpersonal skills to deal effectively with all business contacts.
  • Professional appearance and demeanor.
  • Work varied shifts, including weekends and holidays.
  • High school diploma or equivalent.
  • Able to effectively communicate in English, in both written and oral forms. 
  • Preferred:

  • Previous customer service experience in a 5-star or 5-diamond property.
  • Telephone sales or clerical experience.
  • Previous experience working in a similar resort setting.
  • Job Requirements