Discover how MGM Resorts increased awareness amongst leaders on how the small actions they take with both employees and guests have a big impact on perceptions of the company. This resulted in shared stories that highlighted what MGM referred to as“Defining Moments.” As stories about these defining moments were shared, both guest and employee engagement increased along with consistency of service.
In this session, you will learn the value of identifying your own defining moments and how to leverage them through storytelling, including how to:
- Understand what a defining moment is and how they can impact a culture
- MGM Resorts increased leader awareness of how their actions had big impact
- Share stories around your defining moments to drive guest and employee engagement
Michelle DiTondo,
SVP, Human ResourcesMGM Resorts International