A former vice president of guest strategy at MGM Resorts says he's seen a lack of consistency in safety inside Las Vegas hotels and casinos as many reopening after closing due to the coronavirus pandemic.
BUT...IT MAY NOT BE THE LEADER....AFTER ALL!
HEALTH ANDSAFETY IS REMAINING TOP OFMIND....AS THE SILVER STATE RE- OPENS!AND....AS TOURISTS RETURN....TO THE CITY....CASINOS ARE NAVIGATING....THE UNCHARTED WATERS OFRE-OPENING....DURING A PANDEMIC..MANY PROPERTIES HAVE RELEASEDTHEIR OWN SAFETY GUIDELINES -HOWEVER CONCERNS HAVE GROWNWHEN IT COMES TO THE REALITY OFEXECUTING THOSE PLANS...AND A PERCEIVED LACK OF SOCIALDISTANCING!
13 ACTION NEWSREPORTER...AUSTIN CARTER IS LIVE ON THESTRIP...AND AUSTIN YOU SPOKE WITH AFORMER CASINO EXECUTIVE ABOUTTHE RED FLAGS HE'S SEEN?YES...THE FORMER VP OF GUEST STRATEGYAT MGM - WENT TO SEEHOTEL/CASINO OPERATIONS INARIZONA AND CALIFORNIA FIRST -AND USE THAT AS A BENCHMARK.SO HEN HE RETURNED BACK TOVEGAS - HE WAS SHOCKED - TOSEE A LACK OF CONSISTENCY INSAFETY...(SOT)) GREG CHASE - FORMER VPOF GUEST STRATEGY AT MGMRESORTS "THE SECOND THATCUSTOMER COMES IN AND START TOSEE THAT INCONSISTENCY ITSGOING TO MAKE THEM NOT WANT TOCOME BACK UNTIL THINGS SETTLEDOWN" IN AN RV - GREG CHASE HASBEEN "CRUISING THROUGH COVID" -THAT'S THE NAME OF HIS YOUTUBESERIES.((SOT)) "WE'LL BE POPPING IN,SEEING WHAT WE CAN FIND ANDSHARING SOME INSIGHTS,OBSERVATIONS" AS A CUSTOMEREXPERIENCE EXPERT - HETRAVELED ACROSS NEVADA, ARIZONAAND CALIFORNIA - STOPPING ATOVER TEN HOTELS AND CASINOS SOTYPE OF CHEMICAL TO USE TO NOTMAKE IT SMEAR OR STREAK" HE'SSEEN MOSTLY SUCCESS.BUT IN VEGAS - A DIFFERENTSTORY.THIS WAS FROM HIS VISIT TO THESOUTH POINT ((SOT)) "NOPLEXIGLASS, NO DIVIDERS, NOPARTITIONS, NOTHING SEPARATINGSOMEONE FROM STANDING ORSITTING NEXT TO YOU" GREG FEARSWHAT HE'S SEEN - WILL SLOW DOWNOUR RECOVERY.BUT WHAT CAN EXPLAIN WHAT SEEMSTO BE A LAX ON SOCIALDISTANCING AND SANITATIONENFORCEMENT?
THE FORMER CHIEFMARKETING AND EXPERIENCEOFFICER AT MGM RESORTS - LILIANTOMOVICH - EXPLAINS...((SOT)) LILIAN TOMOVICH -FORMER CHIEF MARKETING ANDEXPERIENCE OFFICER AT MGMRESORTS "THEY WANT TO PROVIDEOPTIONS FOR CUSTOMERS WHO FEELTHEY WANT TO PROTECT THEMSELVESVERSUS THOSE THAT DON'T SO ITHINK IT'S REALLY JUST A MATTEROF TRYING TO CATER TO THE VASTAUDIENCE" HEALTH AND SAFETY OFCOURSE ALSO APPLIES TO THOSEA RECENT STUDY - FROMEXPERIENCE STRATEGY ASSOCIATES- WAS CONDUCTED TO BRIDGE THEGAP - IN TERMS OF WHEREHOSPITALITY AND GAMINGEMPLOYEES ARE - VERSUS WHERETHEY NEED TO BE.((TAKE FULLSCREEN)) THEEMPLOYEE ENGAGEMENT SURVEYFOUND THAT OUT OF 300PARTICIPANTS -- ONLY 32% FELTTHEIR EMPLOYER CARES ABOUT THEMTHROUGH COVID-19.OF THAT, 68% DON'T FEEL THEIREMPLOYER HAS HAD TRANSPARENTCOMMUNICATION THROUGH THEPANDEMIC.GREG SAYS THE DIALOGUE ON HOWEMPLOYEES ARE FEELING HAS BEENMISSING - AND IS CRUCIAL FORTHE FUTURE ((SOT)) GREGCHASE - FORMER VP OF GUESTSTRATEGY AT MGM RESORTS "TO GOINTO WORK AND NOT FEEL THATYOUR EMPLOYER CARES ABOUT YOUEMPLOYEES...HAS ALSO BEEN CALLING FOR MORETRANSPARENCY ON HOW CASINOS AREKEEPING EMPLOYEES SAFE.THEY'VE RELEASED A SET OFGUIDELINES THEY WANT THESEPROPERTIES TO FOLLOW.WE REACHED OUT TO MGM, CAESARSAND WYNN TO GET THEIR REACTIONTO THIS STUDY.WE ONLY HEARD BACK FROM WYNN -WHO TELLS US THEY FEELDIFFERENTLY THAN THE EMPLOYEESWHO RESPONDED TO THE SURVEY.AC 13 AN.METRO -VNEW AT 11.
A former vice president of guest strategy at MGM Resorts says he's seen a lack of consistency in safety inside hotels and casinos..