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Employee Training and Development 6th Edition by Raymond Noe
Edition 6ISBN: 978-0078029219Employee Training and Development 6th Edition by Raymond Noe
Edition 6ISBN: 978-0078029219 Exercise 1
Case: Onboarding 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:
• Value Others?Acknowledge and value the contributions of all people.
• Be Respectful?Everyone is worthy of your respect.
• Be Inclusive?Treat one another with openness and acceptance; leave no one behind.
• Be Understanding?Understand and appreciate the differences of co-workers and guests.
• Be Considerate?Use tact in dealing with everyone.
• Be First and Best?Your actions make MGM Resorts International a stronger company.
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.
What topics should be included in MGM Resorts onboarding program for hotel front desk staff?The job description for front desk staff includes:
• Assist guests at the front desk by checking them in and out.
• Responsible for registering and assigning rooms to guests.
• Provide quotes for room rates and up-sell the guest when possible.
• Control and issue keys to rooms and assist in coordinating of the Front Desk and the Housekeeping Department.
• Determine if the guest is eligible for credit.
• Verify that the correct charges and credits are posted to the corresponding guest folio.
• Collect payment for charges on the guest folio.
• Ensure all cash and cash equivalents are accounted for and balanced at the beginning and end of each work shift.
• Respond to guest inquiries.
• Resolve guest complaints within scope of authority; otherwise refer the matter to the Front Desk Supervisor.
• Notify his/her supervisor and/or security of all unusual events, circumstances, missing items, or alleged thefts.
• Complete all duties in accordance with the standards and procedures.
• Perform all other job-related duties as requested.
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:
• Value Others?Acknowledge and value the contributions of all people.
• Be Respectful?Everyone is worthy of your respect.
• Be Inclusive?Treat one another with openness and acceptance; leave no one behind.
• Be Understanding?Understand and appreciate the differences of co-workers and guests.
• Be Considerate?Use tact in dealing with everyone.
• Be First and Best?Your actions make MGM Resorts International a stronger company.
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.
What topics should be included in MGM Resorts onboarding program for hotel front desk staff?The job description for front desk staff includes:
• Assist guests at the front desk by checking them in and out.
• Responsible for registering and assigning rooms to guests.
• Provide quotes for room rates and up-sell the guest when possible.
• Control and issue keys to rooms and assist in coordinating of the Front Desk and the Housekeeping Department.
• Determine if the guest is eligible for credit.
• Verify that the correct charges and credits are posted to the corresponding guest folio.
• Collect payment for charges on the guest folio.
• Ensure all cash and cash equivalents are accounted for and balanced at the beginning and end of each work shift.
• Respond to guest inquiries.
• Resolve guest complaints within scope of authority; otherwise refer the matter to the Front Desk Supervisor.
• Notify his/her supervisor and/or security of all unusual events, circumstances, missing items, or alleged thefts.
• Complete all duties in accordance with the standards and procedures.
• Perform all other job-related duties as requested.
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Employee Training and Development 6th Edition by Raymond Noe
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