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The Member Services Administrator role is to provide friendly, personalized service while responding to the customer inquiries that come in through various corporate inboxes and over the phone in a timely manner. To cultivate loyalty by promptly responding to or forwarding all customer issues dealing with M life administrative duties and processing member tax statements. A secondary role of the Member Services Administrator position will be to provide upbeat, personalized service from first guest contact until reservation(s) completion for MGM Resorts International properties utilizing a “One Call Resolution” mentality.
- Provides the highest level of customer service.
- Verify member account information and update as requested.
- Reviews and respond to or forward communication with members through the Comments Inbox, Privacy Inbox, Member Service Inbox, and the Tax Statement Inbox.
- Process all Tax Information Statement Requests through email, fax or direct mail.
- Coordinates the processing of Tax Information Statement Requests and the forwarding of win/loss statements with Branch Offices and authorized property representatives.
- Assists members with online navigation and troubleshooting through Mlife websites.
- Assists and promote MGM Resorts International partnership program.
- Promotes a positive and energetic image with regard to the changing business practices related to Mlife.
- Follows established communication standards as issued by management.
- Transfers callers to other departments as necessary.
- Sends guest correspondence as needed.
- Answers incoming calls in a timely manner.
- Answers incoming reservation calls in an overflow capacity at the direction of management.
- 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, Zagat, etc.), in addition to meeting established Contact Center standards for service excellence (i.e. Quality, Not Ready, conversion, etc.)Ensure department business is carried out in an efficient and professional manner.
- Performs all other job related duties as requested.
Required:
- At least 1 year of guest service experience; preferably in gaming, retail, hospitality and/or travel industry.
- Perform job functions with attention to detail, speed, and accuracy.
- Prioritize and organize.
- Be a clear thinker, remaining calm and resolving problems using good judgment.
- Follow directions thoroughly.
- Multi task in various situations.
- Understand guest service needs.
- Work cohesively with co-workers as part of a team.
- Work with minimal supervision.
- Maintain confidentiality of guest information and pertinent hotel data.
- 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.
- Ability to type at least 35 wpm.
- Working knowledge of Microsoft Office (Word, Excel, Outlook and PowerPoint).
- High School diploma or equivalent.
- Able to effectively communicate in English, in both written and oral forms.
Preferred :
- Previous Casino VIP Services, Front Desk, Call Center or Concierge experience.
- Previous experience handling high-volume calls and multi-line phones.
- Previous Opera and Patron management system experience.
- Ability to speak multiple languages.
- Previous experience working in a similar resort setting.
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