A New Way of Life at MGM

Stephanie Glanzer, CMP, SVP and Chief Sales Officer, MGM Resorts International

Without question, the last few months have been among the most challenging that any of us will face in our careers; so
many unknowns and so much rapid change. But I’ve also been incredibly inspired by the resiliency, creativity, and passion that has emerged throughout the hospitality and meetings industries, as we navigate this new normal.

 As MGM Resorts International continues to reopen its resorts in Las Vegas and throughout the country, our first priority continues to be the health and safety of our guests and employees.

Upon reopening, we rolled out a robust Seven-Point Health and Safety Plan designed to create a comfortable, healthy experience for our guests while still maintaining the excitement of Las Vegas. We believe that “Vegas done safely is still Vegas.”

When guests return to our resorts, they will notice numerous measures throughout every touchpoint including custom handwashing stations on the casino floors, plexiglass barriers at the front desk, and gaming tables and spacing of tables throughout our food and beverage outlets. In our guestrooms, attendants have been trained on enhanced cleaning and disinfection protocols.  Upon check-out, guestrooms will be thoroughly cleaned and disinfected and seals are placed on the doors so guests know their room has been sanitized before they enter. Additionally, each hotel guest will receive an amenity kit in their rooms that includes two face masks, a bottle of hand sanitizer, and a handy device that opens doors with a hook that with a stylus to push buttons, without having to touch anything with your hands. These have been incredibly popular with our guests and add another layer of how we’re approaching the entire guest experience.

During this time, we were able to accelerate digital innovation throughout our resorts in several ways. Hotel guests now have the option of contactless check-in where they can download the MGM app and receive a digital key that allows them direct access to their rooms, bypassing the front desk altogether. This option minimizes interactions and allows guests to spend less time checking in and more time enjoying the destination.

We have also implemented a new digital experience throughout our restaurants. When guests arrive, they will scan a QR code that puts them into a virtual queue and they will receive a text when their table is ready. This allows guests to explore and enjoy the resort instead of waiting in a line. When guests are seated, they will be presented with another QR code that leads them to a digital menu that replaces the standard physical menu, which will still be available upon request, of course. 

Understanding that gatherings may look different in the short term, we continue to develop creative alternatives to how meetings have typically been done.  Groups may be smaller or they may pivot towards a hybrid of in-person meetings with a virtual component. But we believe that with challenge comes innovation.

Because of our vast portfolio of properties in Las Vegas, we have many options that allow us to create space and additional capacity to reflect social distancing and safety. Throughout the last few months, we have had a lot of conversations with our meeting planners to understand the future of their events and what attendees are looking for as we move into this next phase. We are working closely with them to create tailored events that address each of their needs – whether that’s staggering the schedules of meetings so groups aren’t mixed and can maintain appropriate distancing -- or offering creative, new catering options that minimize interaction.

We’re excited to see these ideas roll out in the coming months as we work with meeting planners to develop exciting experiences through a new lens. We are eager to welcome back our guests – and your attendees – to Las Vegas to share, collaborate, and celebrate, and we hope to see you all again soon.

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