HOW DO YOU MEASURE
GUEST SATISFACTION
EFFECTIVELY?
We leverage multiple tools to
measure satisfaction. Historically
organizations would rely heavily
on the post-stay survey to gather
insight into the guest view of their
experience. At MGM Resorts we not
only leverage our survey, but put a
strong focus on our social media and
social review sites, as this information
gives us a real-time opportunity to
not only hear our guests’ stories
but actually do something about it
before the guest leaves one of our
properties. Our studies have shown
that a guest is far more likely to
become a loyal repeat guest if we
are able to resolve any potential
opportunities while they are still with
us, versus after their stay.
There are many organizations property operators are the ones who
own satisfaction as a key element
of their business, and our guest
experience teams partner with them
to constantly find opportunities to
improve and enhance our operations.
We have also implemented a new,
simple set of guest service basics
across our enterprise, making it easier
for our employees to understand
where the focus on maintaining
satisfaction is managed out of a
corporate office, at MGM Resorts
that is not the case. We believe that
everyone in our organization owns
the guest experience, and have
made an effort to decentralize this
thought process operationally. Our the most basic expectations that our
guests have while they are in our
properties. Lastly, we have taken a
great leap forward in truly trusting
all of our employees to be able to fix
and resolve a guest issue, no matter
which department they work in at
any of our properties.
HOW DO YOU WORK WITH
YOUR TEAM ON MAINTAINING
HIGH GUEST SATISFACTION
LEVELS?
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