The Aria
32 ILHA
WHAT HAVE BEEN THE BIGGEST
CHANGES IN GUEST EXPERIENCE
THE LAST FEW YEARS? ARE GUESTS LOYAL TO ONE
BRAND? HOW DO YOU ENGAGE
THEM?
The biggest changes that a lot of
organizations have focused on in the last
couple of years is the need to create
more personalized interactions with our
guests. There are many ways to do this,
but how we leverage technology and the
innovations in today’s digital world are
where organizations gain a competitive
advantage, as this space is constantly
everchanging. New technologies build
upon our successful guest service model
and offer even more opportunities for
personalized service and interactions.
Personalized interactions are, and will
always be, at the core of guest satisfaction. At MGM Resorts we have a unique
opportunity to engage with our guests
through 28 different properties and unique
brands. But consistent across all brands is
our commitment to WOWing guests with
the very highest levels of service. We are
proud to have a portfolio of offerings that
speak to many guests and expectations.
While we do see guests who are very loyal
to specific brands within our organization,
we also have a large population of guests
who are loyal to the MGM Resorts
International brand and like to stay at
many of our different properties, especially
internationally or our regional offerings.
We have made a focused effort to ensure
our loyalty program, M life makes it easy
for our loyal guests to create their own
adventure within our selection of offerings.