To create the best possible guest experience, Resorts World Las Vegas went back to basics. It mapped the entire customer journey to identify friction points and then worked out how these could be smoothed.
Tracking technology is now used to ensure guests don’t have to wait in lines, while RFID chips are in place on the gaming floor. By monitoring spend, the property knows exactly what payouts should be and allows dealers to be more accurate. In short, it aims to elevate the gameplay for guests. As the keynote series comes to a close, the executives discuss what excites them most about the opening.
Stowe Shoemaker, dean of Harrah College of Hospitality at UNLV, interviews:
Doni Taube, vice president of international marketing
Rick Hutchins, senior vice president of casino operations
Sandy Leonard, vice president of IT, project management
Dominick Vacca, chief information office