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Company Name MGM Grand Las Vegas
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Job Profile #:

10305; Dir Guest Experience II

Grade: 

13

Job Profile Title:

Dir Guest Experience I

FLSA Status: 

Exempt

Position Title:        

 

Director of Guest Experience

Uniform Requirement (Yes/No):

No

Become 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. The Director of Guest Experience provides functional and business expertise and strategic perspective to identify, evaluate, develop and drive guest improvement strategies which create an extraordinary guest experience. This person oversees property-level service improvement initiatives for the resort and is responsible for the research, reporting, development, and facilitation of programs related to service enhancement. The Director of Guest Experience acts as a strategic partner to the operating division executives, proactively assessing needs and assisting divisions with developing customized solutions. All duties are to be performed in accordance with department and property policies, practices and procedures.

PRINCIPAL DUTIES AND RESPONSIBLITIES:

  • Owns the analysis around guest complaints, root cause analysis and action planning to develop and lead each plan for each complaint grouping to reduce the overall number of guest complaints. Identifies and implements systems, technologies and processes which allow the operations teams to track issues and effectively provide resolution. Works closely with the Corporate Guest Strategy team on strategies to make guest services interactions frictionless.
  • Continually examines existing opportunities and creates new strategies to enhance and enrich the guest experience through analysis of guest feedback and other established metrics. Provides leadership, training and guidance to executive team and department heads to minimize and/or eliminate guest issues through effective root cause analysis and problem resolution, enabling best practice sharing.
  • Identifies opportunities and creates strategic recommendations for continuous process improvements, increased efficiencies and cost savings.
  • Oversee guest relations for all guest-impact departments in accordance with property service standards.
  • Manages Human Resources responsibilities for guest experience team to include: creating a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training and succession planning process that encompass the company’s diversity commitment.
  • Measure, analyze and report guest service satisfaction performance metrics from GEM, TripAdvisor, Social Media, Park MGM Observation Tool, and internal inspections.
  • Provides insights on key service trends and gaps to the Executive Committee while transitioning ownership of service improvement processes to divisional leaders.
  • Partners with operating divisions, regularly reviewing and analyzing data to generate action plans to address service deficiencies/goals in the areas of process improvement, training and employee performance management.
  • Collaborates with divisional leaders in evaluating progress of specific service improvements as identified in their action plans and assist in service training needs as needed.
  • Serves as the subject matter expert on quality improvement tools and techniques in anticipation of changing guest needs within the dynamic hospitality/gaming environment.
  • Defines policies, procedures and best practices to advance the quality of guest service practices within the organization.
  • Partners with Guest Relations department to understand guest trends and guest recovery opportunities.
  • Partners with Human Resources Learning and Development to develop new and analyze existing training curriculum designed to improve guest satisfaction.
  • Partners with Employee Engagement to ensure property's needs for service communications are met.
  • Leads and mentors the Guest Experience team to enhance their capabilities in the areas of systems thinking and service improvement.
  • Supports guest service communication through various channels in a professional and timely manner, achieving positive guest recovery resolution.

  • Perform other job-related duties as requested.

SUPERVISION:

  • Guest Experience Manager
  • Guest Experience Specialist

 

MINIMUM REQUIREMENTS:

  • Bachelor’s Degree in Hotel or Business Administration or equivalent education and experience
  • At least four (4) years management experience
  • At least three (3) years leading quality improvement initiatives
  • Strong influential leadership, solution-driven thinking, solid analytical and project management skills
  • Solid working knowledge of Microsoft Excel 

 

PREFERRED:

  • Master’s Degree, MBA
  • Large scale, fast-paced hospitality and/or gaming experience
  • ASQ, Six Sigma, or other quality and process improvement certification
  • Previous experience working in a similar resort setting

CERTIFICATIONS, LICENSES, REGISTRATIONS:

  • Gaming Registration
  • Proof of eligibility to work in the United States

 

KNOWLEDGE, SKILLS, AND ABILITIES:

  • Ensure clarity of expectations, holds team to shared standards and demonstrates a company-wide mindset by adopting others’ best practices.
  • Drives results by effectively using resources and looks for new approaches to gain efficiencies without sacrificing effectiveness.
  • Must possess excellent communication skills in verbal and written form, and be able to communicate transparently and with tact and diplomacy to deliver information and be a truth teller to property leadership.
  • Drives strategies with a sense of urgency to meet company performance deadlines, and appropriately seeks, listens to, and respects input from others.
  • Consistently responds to and addresses all questions, requests, and action items on time.
  • Supports the development of a culture where innovation and creativity are encouraged and rewarded.
  • Involves others in change management to foster collaboration; Consistently driving accountability to the heightened expectations of guest service performance.
  • Able to assess and develop their leadership skills; seeks, accepts, and acts upon input from multiple sources on their performance and leadership style to continuously grow and develop.

 

WORKING CONDITIONS:

*This is not an official job description for this position and is not intended to include every duty or responsibility of the job nor is it intended to be an all-inclusive list of the skills and abilities required to do this job. 

This position may require strenuous physical activities and exposure to pipe, cigar and/or cigarette smoking. An ability to work a flexible schedule, including extended hours, weekends and holidays may also be required.

If you are and individual with a disability and need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please click the following link: http://www.mgmresortscareers.com/careers/contact-us,aspx

We are an Equal Opportunity Employer. We are also committed to protecting the privacy of visitors to our employment application site, including the protection of any personal information provided to us. For more information about MGM Resorts International, including our privacy policy and commitment to diversity and inclusion, please visit http://www.mgmresortscareers.com/.

Physical/Sensory Requirements & Work Environment Form

This is a required checklist for attachment to Position Descriptions. It clarifies the smallest components of the mental and physical requirements of the job. Check all areas that are essential in performing the job, according to the essential functions section in the position description guidelines. Signatures are to be obtained at the time of interview for the position.

Physical Requirements

Work Environment

Mental Requirements

x

Balancing

x

Communication

x

Analytical

x

Bending

x

      Verbal

x

Clerical

x

Carrying

x

      Written

x

Comprehension

Up to 20 pounds

Confined area

x

Crisis incidents

x

Clear speech

x

Contacts

x

Customer service

x

simple

      works alone

x

Decision making

x

complex

x

      works around others

x

Fatigue

Climbing

x

      works with others

x

High pressure

Crawling

x

Exposure to dust / dirt

x

Judgment

x

Crouching

x

Exposure to fumes / odors

x

Long hours

Distant vision

Extreme cold

x

Math skills

Driving

Extreme heat

     advance

auto/van

x

Fast pace

x

     basic

limousine

Hazardous conditions

x

Memorization

x

Flexibility

       Chemicals

x

Organization

x

upper body

       high structures

x

Perception

x

lower body

       high voltage

x

Reading

x

Hearing/Listening

x

Indoors

x

      simple

x

Kneeling

x

Noise levels

x

      complex

x

Lifting

x

      low to moderate

x

Repetition

20 pounds

x

      high

x

Safety hazards

x

Near vision

x

Office conditions

x

Tight deadlines

x

Normal vision

Outdoors

x

Working conditions

x

Pushing/Pulling

   x

Restricted area

x

Writing

x

Reaching

x

Shifts

x

      simple

x

Sitting

x

Smoke

x

      complex

x

Standing

           % Travel

 

Up to 7 hours minimum

 

x

Stooping

Vibration

x

Typing

Wet/Humid

25 w.p.m.

 

x

Walking

Division
Internal Reference Code/Reference No.
Location Name United States
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