VACCINATION REQUIREMENT: MGM Resorts now requires that all new hires who do not exclusively work from home to provide proof of vaccination against COVID-19 before beginning work effective August 30, 2021 (excluding hourly employees for properties located in Mississippi or New Jersey).
Location:
Las Vegas, NevadaBecome one of the stars behind the show and become part of the world's most powerful entertainment brands. Our Company has one exciting mission: To Entertain The Human Race.
PRIMARY PURPOSE:
As a Customer Care Coordinator II, you will set the stage for guest experience with your welcoming smile and service. By understanding their unique stories and needs, you will own their experience to create WOW memories they will carry with them far and beyond their stay with us.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Assist guests in the most courteous and efficient manner while responding to guest inquiries or concerns regarding their experience
- Anticipate guest needs and/or engages guest to capture all possible up-sell and cross-sell opportunities to maximize revenue opportunities
- Multi-task while recording guest information into multiple reservation systems, while ensuring maximum data integrity and accuracy
- Work with Quality Coaches and Shift Supervisors to evaluate individual performance and make efforts to improve performance where the need has been indicated
- Assist with guest recovery and escalations
- Secure and process advance deposits when making reservations
- Collaborate with all other departments to ensure a smooth response to guest requests
- Perform other job-related duties as requested
KNOWLEDGE, SKILLS, AND ABILITIES:
- Skills in effective and persuasive interpersonal styles/methods of communication to obtain customer acceptance for the purchase of services
- Able to effectively communicate in English, in both written and verbal forms
- Ability to communicate effecitvely, concisley and logically in a timely manner and at an appropriate level, while maintiaining confidentiality
- Ability to read and write proficiently to evaluate reports, correspondence and statistical information
- Perception and awareness of individual needs and the ability to handle all situations calmly and professionally
- Ability to multi-task and work well in a fast paced, team-oriented environment
- Basic knowledge of computer software to include Outlook, MS Word, Excel, and PowerPoint as well as office equipment, i.e. telephone, copier, fax machine
- Excellent organizational skills to function effectively under time constraints and within established deadlines, with particular attention to detail
- Effective listening abilities with strong judgment skills
- Ability to type 35 words per minute
- 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
- One (1) year of related experience
PREFERRED:
- Two (2) years of customer service experience
- Experience with clerical or telephone sales