SMILE & GREET/
HEAR THEIR STORY
HEAR THEIR STORY
All 32 should be on display when using this non-verbal cue with an approaching guest.
Smile
This tool should smooth over that service shortfall a guest has experienced during their visit.
Service Recovery Certificate
All guests start off their MGM Rewards journey on this basic level.
Sapphire
A guest stops you asking for help with their slot machine. What team should you contact?
Slots
This Las Vegas property host the strongest beam of light in the world.
Luxor
A quick ________ will let the guest know who you are, your role and how you can assist them.
Introduction
Let's celebrate a guests wedding anniversary with this tool provided by your manager.
Surprise and Delight Certificate
Guest can convert these to FREEPLAY directly on their slot machine.
Slot Dollars
A gentleman is confused about his loyalty currency - where should you take him?
Cage/MGM Rewards desk
This southern charm is the tallest building in Mississippi, standing at 346 ft and 32 stories tall.
Beau Rivage
This rule states that within 10 feet, acknowledge a guest or team mate by making eye contact; 5 feet, smile and greet.
10-5 rule
Team work makes the dream work - by sharing one of these cards with your team member who helped you provide a WOW moment for a guests.
SHOW Stopper Ticket
This loyalty currency can be used for food, retail or hotel stays.
MGM Rewards Points
You spot a chipped tile on the gaming floor. Who to call?
Facilities
This Vegas property host the largest bronze lion statue in the United States.
MGM Grand
This should be worn on the upper left chest on all team members while on duty. In the event the employee uniform has a logo, this should be worn on the upper chest opposite of the logo - never covering the company logo.
Name tags
Asking a guest to provide some feedback is a breeze with these personal business card given when you have a positive interaction with a guest.
Connection Cards
Fly out to Vegas with up to $600 Air Travel Credit for attaining this tier status.
Platinum
A guest reports a spill in a common area. Let's call who?
EVS
Newest to the MGM Resorts family, this swanky Vegas property host the secret pizza counter in one of it's hidden hallways.
The Cosmopolitan of Las Vegas
_______ listening is a sure fire way to hear the guest story.
Active
All the property information can be found right in this handy pocket size tool.
Pocket Guides
Have a meal on us with a $100 Dining Credit for reaching this tier status.
Gold
A guest is looking for some GF dining options. Who's your point of contact?
Food & Beverage
The Las Vegas of the East Coast is home to this largest casino resort in Atlantic City & New Jersey.