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Assignment:
Case: On-boarding at MGM Resorts
MGM Resorts International owns and operates hotels and casino properties such as the MGM Grand, Mandalay Bay, and Bellagio. Guest experience is the key performance indicator. This is assessed by asking guests how satisfied they were during their current stay as well as whether they would return to the property and how likely they are to recommend it to friends and family. MGM's values include:
MGM Resorts plans to open new properties in National Harbor, Maryland; Toronto, Ontario, Canada; and Macau, China. This means that new employees will need onboarding.
1. If you were asked to develop the onboarding program for front desk staff, explain what content and activities you would include in the program. Please provide a rationale for your recommendations. The job description for front desk staff includes:
2. What data or outcomes should be collected to monitor the effectiveness of the onboarding program? Explain the business reasons for your choice of data.
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