HMD253 Cal Poly Pomona Guest Speaker MGM Resorts International Reflection Paper Talk about the guest speaker Jane Rosenblum, Directer of Guest experience,

HMD253 Cal Poly Pomona Guest Speaker MGM Resorts International Reflection Paper Talk about the guest speaker Jane Rosenblum, Directer of Guest experience, MGM Resorts international. And the lecture slides. 2 pages, Double spaced, 12 font times new roman. What does Guest Experience do?
Create Customer Experience Strategies Across MGMRI
Journey Map to Identify Opportunities & Pain Points in the Guest. Experience
Root Cause and Action Plan Service Opportunities
Partner w Property Operators to Implement Customer Experience initiatives
.
Manage Incoming & Outgoing C-Suite Correspondences
Stakeholders do we work with?
Casino
Strategy
Shree
Marketing
& Social
Media
Strategy
Guest
Experience
Legal &
Fraud
Sales &
Ever
HR
Design
Group
MEET IACKI
He is our typical Leisure
Pre-Arrival
Guest
• 43 years old
Uves in Washington DC
An Income $100K $123
• None Rewards Member
Check-in
Guest Room
Avenge leo w $314
Certesta vegas lo varonen we het
Theall night stay under en departe. Si
. Typically avels Outing and meet
Casino
Deine
:
4.3
5.3
Pod Timel
6.5
《 K
5,5
SENTIMENT
Lagerl First trip to Mandalay
5.4
Impatient
Ready to stand vacation
-0.7
2.6
tudied
Feeling udy
EXPERIENCE
Booked flighthotel 3 Ohned in line was 30
months in advance, Head to minutes lone was under the
Room has a beautiful trio
Mead down to the count
View the room has visibly
the airport any, Longine mpression that everything
play enox, Croled
in security, 30 minute fight was peespaid in advance upgraded amenities and is
Rewards
delayed
room wasn’t ready
anety
Seland .
very clean
On Me
Deobed to spend
Aher pambling, heated to
lenging talinda
ther relates the benchi la un proceed toán
STUSTU There was
tex,besan
our career pod
tnews for a Sest
Solvold to
23 cocked perfect
adidas
STAKEHOUERS
Expedia
A DELTA
been busca el London se niti bor,
Front Desk Agent
Guest Room Attendant
Design
Mlde test kitendant
Hostess, Wars
pool kontorado
Sere
DIS
tablice,
NA
Front Desk Wat Time
Negative)
MEDALLA
Guest Room Layout and
Aesthetics
Positive)
Mwards
Poste
Options for
Restore
Podi perence
tema
Desain
Cal
COST OF STAY
Flight Hotel $914
Luggage fee: $25
Beverage on Fight: $10
Tax 520
Resort Ice: $81.90
Room Upgrade: $25
Parking fee: $45
NA
Gambing end 5700
Dieser $0
Cocks 560
One last 10
LES
How Do We Build and Cultivate a Culture of Service Excellence?
SHOW Service Basics
GuestView (Guest Survey via Email)
CSEA (Chairman’s Service Excellence Award)
Day Trip Surveys at Regional Properties
Service Recovery Program – OWNing the SHOW
GuestView (Guest Survey via Email) Stats
2010
Desktop
25% Response Rate
Over 700,000 Completed Surveys
33.6%
~ 3 Million Survey Invitations Sent
Il
3
66.4%
Mobile
MGM RESORTS
INTERNATIONAL

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