BUS 680 Kirkwood Community College Onboarding at MGM Resorts Case Study Review the case study titled: Onboarding at MGM Resorts and address question #1. I

BUS 680 Kirkwood Community College Onboarding at MGM Resorts Case Study Review the case study titled: Onboarding at MGM Resorts and address question #1. I have inserted the case study, if you can see it clearly let me know.thank you Chapter 9 Employee Dodiet and
CM 431
Case: Onboarding at MGM Resorts
MGM Resorts International owns and operates hotels • Control and issue keys to rooms and assist in
and casino properties such as the MGM Grand, coordinating of the Front Desk and the House
Mandalay Bay, and Bellagio. Guest experience is keeping Department
the key performance indicator. This is assessed by
• Determine if the guest is eligible for credit
asking guests how satisfied they were during their
current stay as well as whether they would return to
Verify that the correct charges and credits are
the property and how likely they are to recommend it
posted to the corresponding guest folio
to friends and family. MGM’s values include: • Collect payment for charges on the guest folio
Ensure all cash and cash equivalents are
• Value Others-Acknowledge and value the con-
accounted for and balanced at the beginning
tributions of all people.
and end of each work shift.
• Be Respectful-Everyone is worthy of your respect.
Respond to guest inquiries.
• Be Inclusive-Treat one another with
openness • Resolve guest complaints within scope of
and acceptance; leave no one behind,
authority: otherwise refer the matter to the
• Be Understanding-Understand and appreciate Front Desk Supervisor
the differences of co-workers and guests.
Notify his/her supervisor and/or security of all
• Be Considerate-Use fact in dealing with unusual events, circumstances, missing items,
or alleged thefts.
• Be First and Best-Your actions make MGM • Complete all duties in accordance with the
Resorts International a stronger company.
standards and procedures.
• Perform all other job-related duties as
MGM Resorts plans to open new properties in
National Harbor, Maryland: Toronto, Ontario, Canada; requested.
and Macau, China. This means that new employees 2. If you were asked to develop the onboarding
will need
program, explain what content and activities you
would include in the program, who would be in-
1. What topics should be included in MGM Resorts
volved, and the length of the program. Provide a
onboarding program for hotel front desk staff?
rationale for your recommendations.
The job description for front desk staff includes:
3. What data or outcomes should be collected to
Assist guests at the front desk by checking monitor the effectiveness of the onboarding
them in and out.
program? Explain the business reasons for your
Responsible for registering and assigning
choice of data.
rooms to guests.
Provide quotes for room rates and up-sell the Source: Based on . Salopek, “Showstooping learning.” To
guest when possible.
(October 2014): 56-59, www.mgmresortscareers.com, web-
site for MGM Resorts International, accessed April 7, 2015
1. D. Day. Developing Leadership Talent (Alexandria, VA: SHRM Foundation, 2007); M. London, Managing
the Training Enterprise (San Francisco Jossey-Bass. 1989), C. McCauley and S. Heslett. “Individual

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