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MGM Resorts Elevates Guest Service with Unified Radio & Broadband Comms |

MGM Resorts Elevates Guest Service with Unified Radio & Broadband Comms

In this case study,  MGM Resorts, the largest employer in the US state of Nevada, recently implemented our MOTOTRBO and WAVE solution to connect its 61,000 employees. The company’s 15-plus properties are some of the most prestigious luxury brands on the Las Vegas Strip, including MGM Grand, The Mirage, the Monte Carlo, Luxor, Bellagio, Mandalay Bay and Aria. MGM Resorts also owns other casinos in Nevada, Michigan and Mississippi and is expanding its global presence with operations in China and Dubai. (See the video case study here.)

Faced with an ageing communications platform, the MGM team needed a way to connect 61,000 employees, from housekeeping to security to administration, all of whom were using different devices to communicate.

“The current technology we were utilising was going end-of-life,” said Jim Kimball, executive director of enterprise telecommunications services for MGM. “We were using the Sprint/Nextel push-to-talk solution, so when that system was decommissioned, it created a communication gap for our point-to-point solution.”

MGM upgraded to MOTOTRBO portable radios for employees in a variety of departments, including housekeeping, maintenance and limousine services. The radios provide integrated voice and data, applications such as text messaging, GPS location tracking and work order ticket management, as well as a long battery life essential to around-the-clock operations.

MGM also incorporated our WAVE interoperable push-to-talk platform, connecting the MOTOTRBO radio network with broadband networks and allowing employees to communicate on the device that suits them best, from virtually any location. In the past, the only way MGM Resorts could connect off-site employees back to the properties was through cellular devices. The WAVE platform allows seamless push-to-talk for employees across all communication channels – radio, broadband, Wi-Fi and even landline.

The solution has resulted in better service, improved guest satisfaction and streamlined operations. Now when a guest is en route to a hotel, the limousine driver can use a mobile radio to contact a front desk receptionist on a smartphone, who alerts the bellmen and housekeeping of the guest’s upcoming arrival on their portable radios.

“One of the benefits of WAVE is removing all boundaries from a communication perspective, so employees can speak to their direct managers across the city or across the country,” Kimball said. “They are able to support customer service in a much better way.”

Read the MGM Resorts case study here.