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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.
PRIMARY PURPOSE:
The Loyalty Partnership Operations Specialist provides operational support for loyalty partners in order to drive member satisfaction. The Loyalty Partnership Operations Specialist supports the development and successful implementation of strategic partnership programs and cultivates productive, profitable relationships with partner, corporate, property, and vendor contacts. All duties are performed in accordance with departmental and MGM Resorts International policies, practices, and procedures.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Responsible for responding to and resolving loyalty partner member support requests and issues (missing point/stay requests, billing disputes, special requests, points exchange, etc.). in a timely manner and in accordance with loyalty partner service level agreements.
- Receive loyalty partner member support requests and issues from internal and external channels, research in respective system(s), identify, act on request, collaborate with internal property and corporate teams, and resolve professionally, using discretion and independent judgement in a timely manner.
- Provides feedback to the Director of Loyalty Partnership Operations to help partner with internal resort operations and contact center teams to ensure employees and members are aware of and educated about all aspects of strategic partnership(s). Collaborates with internal property and external operations teams to identify opportunities to improve operational efficiency.
- Provide loyalty partner request and issue resolution support to help drive member satisfaction and NPS targets.
MINIMUM REQUIREMENTS:
- High School diploma, or equivalent experience.
- Two (2) year of prior relevant customer service, guest experience, or hotel ops experience.
- Must be flexible if needed for occasional work outside of normal business hours.
- Regular scheduled hours – Monday through Sunday 9:00 AM to 6:00 PM.
PREFERRED:
- Three (3) years of prior relevant customer service, guest experince, hotel ops experience.
- Bachelors degree, preferably in Business Administration or related discipline.
- Previous experience working within a large loyalty program.
- Specialized knowledge of multiple functional areas including partnership marketing, business development, loyalty, CRM, analytics, marketing, casino, promotions, and events.
CERTIFICATIONS, LICENSES, REGISTRATIONS:
- Must have or be able to obtain a Gaming Registration card and/or license in relevant jurisdictions if required.
KNOWLEDGE, SKILLS, AND ABILITIES:
- Effective communication skills, in both written and verbal forms.
- Ability to communicate effectively, concisely, and logically in a timely manner and at an appropriate level, while maintaining confidentiality.
- Well-developed interpersonal skills to effectively communicate with all business contacts.
- Ability to read and write proficiently to evaluate reports, correspondence and statistical information.
- Demonstrated ability to produce high quality work product, with consistency, accuracy and completeness.
- Perception and awareness of individual needs and the ability to handle all situations calmly and professionally.
- Ability to multi-task and work well in a fast paced, team-oriented environment
- Proficiency in Microsoft Office programs including Outlook, Word, Excel, and PowerPoint is required.
- Excellent organizational skills to function effectively under time constraints and within established deadlines, with particular attention to detail
- Currently this is a work from home position. You must have a suitable distraction free workspace and you shall be responsible for providing a reliable internet connection in your home the provides enough bandwidth to allow you to effectively perform the functions of the job. In addition, you may be asked to attend meetings outside of your home or report to an office location as required.
