Hospitality - Hotel

Customer Relations Representative (MGM Grand)

MGM Resorts International

Customer Relations Representative (MGM Grand)

MGM Resorts International

3799 Las Vegas Blvd South
Las Vegas, NV

Hospitality - Hotel

Degrees Required:
Not Specified

Employment Type:

Manages Others:



  • Answers incoming telephone calls according to designated service and productivity standards, connect to appropriate department, hotel guest or hotel/casino personnel.
  • Serves as public relations representative.
  • Exhibits a professional tone and willingness to assist all guests and/or management.
  • Responds promptly and discreetly to guest inquiries and provides information for all events, promotions, general information, and directions regarding casino, hotel, and local metropolitan area.
  • Maintains knowledge of all hotel amenities such as room, restaurant, spa and entertainment information including room type, menu items and hours of operation to best serve the guests.
  • Assist hotel guests with various questions and concerns using judgment to ensure a balance between cost and service.
  • Compile and process various reports.
  • Engage and interact with guests professionally, presenting a friendly tone and a willingness to serve.
  • Strictly enforces the privacy and confidentiality of guests and limits requests for information about such guests in accordance with hotel policies.
  • Operates public address system for paging guests, making public announcements and paging/beeping key personnel.
  • Inputs text messages for hotel guests and expected guests.
  • Maintains awareness by reading memos and information board.
  • Able to follow emergency procedures and communicate effectively any emergency situation to immediate supervisor as dictated by emergency policy.
  • Takes and executes wake-up calls for guests. Logs wake-up calls and checks for accuracy.
  • Completes all duties in accordance with the standards and procedures.
  • Performs all other job related duties as requested.


  • At least 1 year of continuous guest service experience in the hotel / casino industry.
  • At least 6 months of multi-line phone experience in a hotel.
  • 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. 


  • Previous key boarding experience.
  • Ability to logically and independently plan, organize, and complete work and maintain confidentiality of sensitive information.
  • Previous experience working in a similar resort setting.

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