Communications Attendant (Union) (MGM National Harbor) Job at MGM Resorts International
POSITION SUMMARY:
It is the responsibility of the Communications Attendant to process all incoming calls through the main telephone switchboard while providing excellent guest service. All duties are to be performed in accordance with federal, state, local laws, regulations, and ordinances, as well as department and Company policies, practices, and procedures.
It is the responsibility of the Communications Attendant to process all incoming calls through the main telephone switchboard while providing excellent guest service. All duties are to be performed in accordance with federal, state, local laws, regulations, and ordinances, as well as department and Company policies, practices, and procedures.
POSITION RESPONSIBILITIES/DUTIES:
Promptly answers incoming calls.
- Receives and delivers voice messages for property guests.
- Processes wake-up calls for guests.
- Utilizes overhead paging for casino guests.
- Reviews all property news and events for the day.
- Answers property questions and provides accurate information regarding rooms, restaurants, M life, casino events, promotions, and directions.
- Promotes and maintains the highest level of service to all guests while staying alert to their needs.
- Resolves guest complaints within scope of authority; otherwise refers the matter to management.
SUPERVISORY RESPONSIBILITIES:
None
EDUCATION and/or EXPERIENCE:
Required:
High School diploma and equivalent.
- At least one (1) year of customer service experience.
Preferred:
Previous Hotel and/or Casino industry experience.
- Previous use of a console or multi-line phone experience.
- Previous experience working in a similar resort setting.
- Bilingual abilities.
CERTIFICATES, LICENSES, REGISTRATIONS:
Background and Drug Check.
KNOWLEDGE/SKILLS/ABILITIES:
Customer Service Orientation: The ability to provide excellent service to guests and ensure their complete satisfaction. This includes greeting and interacting with guests in a friendly and enthusiastic manner, building trust, anticipating and meeting guest needs and preferences, remaining calm and professional when dealing with guests that are difficult or upset, taking ownership of guest issues or problems and taking action to quickly resolve them, and caring about and valuing guests.
- English Language Proficiency: The ability to speak and understand spoken English when giving and receiving instructions, and talking with management, coworkers, and guests. This includes using correct grammar when speaking and not using slang terms.
- Communication: The ability to communicate information clearly and politely to coworkers, supervisors, and guests when speaking, writing, and reading English. This includes targeting the amount, style, and content of the information to the needs of the receiver.
- Telephone Etiquette Skills: The ability and willingness to use proper telephone etiquette, verbiage, and procedures when speaking with others on the telephone.
- Positive Demeanor: The ability to present oneself in a positive, enthusiastic, and professional manner with others and guests. This includes displaying a passion and enjoyment for work; focusing on success; thinking positively about actions and events; and anticipating the best possible outcomes.
- Presentation: The ability and willingness to present oneself with proper grooming, hygiene, and dress. This includes wearing appropriate and clean clothing/uniform and shoes, wearing hair in a neat and clean condition, maintaining personal cleanliness, ensuring neat and clean appearance of own work area, and ensuring property facilities are litter free.
- Adaptability/Flexibility: The ability to work in ambiguous situations and change one's style or approach in response to differing circumstances. This includes being open to change and new information; adapting behavior and work methods in response to new information, changing conditions, or unexpected obstacles; and adjusting rapidly to new situations warranting attention and resolution.
- Multi-Tasking: The ability to process multiple types of information and/or perform multiple tasks simultaneously.
- Integrity and Company Policies Knowledge: The ability and willingness to uphold ethical standards and comply with all federal, state, and local laws and company policies, procedures, and regulations. This includes maintaining confidentiality of all sensitive and proprietary information and avoiding conflict of interest situations.
Location:
National Harbor, MarylandPlease Note :
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