Digital Experience Manager

We are seeking a highly skilled Digital Experience Manager to join our team at MGM Resorts International. This role is instrumental in maintaining an impeccable public image of the company and positively impacting the decisions of potential future guests.

The successful candidate will be responsible for providing exceptional customer service to our guests through direct engagement on leading review sites, social media platforms, and other online channels for consumer feedback.

Key Responsibilities:

Prioritize, categorize, and respond to guest comments, complaints, and inquiries posted on travel review sites and social media channels.
Craft relevant responses using appropriate language and tone to represent the company and properties/brands within the portfolio.
Collaborate with property and company leaders to identify and resolve root causes of guest concerns.
Analyze guest feedback results across multiple platforms and create reports highlighting pertinent data.
Requirements:

2+ years of prior relevant experience in a guest/customer service-focused role.
Proper etiquette in communication via email, message, texts, and social media.
Experience in communicating with guests/customers via a digital platform.
Extensive computer skills including Microsoft, digital platforms, and social media. Read more