Submission Type

Lightning Talk

Session Title

Session 2-3-F: Lightning Talks

Location

Caesars Palace, Las Vegas, Nevada

Start Date

29-5-2019 1:45 PM

End Date

29-5-2019 3:10 PM

Disciplines

Gaming and Casino Operations Management

Abstract

How do conversations about responsible gambling impact the employee and guest experience?

With the implementation of GameSense and its strong ties to our loyalty marketing program, M life Rewards, MGM Resorts endeavors to answer that very question. Through focus groups research, interaction surveys, and on the ground conversations with casino employees, we are learning a lot about our innovative approach to responsible gambling.

During this lightning talk, Director of Responsible Gaming, Richard Taylor, will provide a typical GameSense interaction, and a very brief summary about GameSense and why it's critically important to make RG a focal point of guest experience.

Keywords

Responsible Gaming, Gambling, GameSense, Guest Experience

Author Bio

Richard Taylor is the Director of Responsible Gaming for MGM Resorts International. Among other duties, he oversees the operation of GameSense at all of MGM’s U.S. resorts. He has been with MGM since 2012 and previously served as the Manager of Government Affairs. He was born and raised in Las Vegas and is a proud graduate of UNLV.

Funding Sources

None

Competing Interests

None

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May 29th, 1:45 PM May 29th, 3:10 PM

GameSense Interactions: Improving Guest Experience with Responsible Gaming

Caesars Palace, Las Vegas, Nevada

How do conversations about responsible gambling impact the employee and guest experience?

With the implementation of GameSense and its strong ties to our loyalty marketing program, M life Rewards, MGM Resorts endeavors to answer that very question. Through focus groups research, interaction surveys, and on the ground conversations with casino employees, we are learning a lot about our innovative approach to responsible gambling.

During this lightning talk, Director of Responsible Gaming, Richard Taylor, will provide a typical GameSense interaction, and a very brief summary about GameSense and why it's critically important to make RG a focal point of guest experience.