A former vice president of guest strategy at MGM Resorts says he's seen a lack of consistency in safety inside hotels and casinos as many reopen.
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.THERE WAS A MEMORIAL WALK DOWN
Kimberly Davis reports.
