The Future of Hospitality: How MGM is Shaping Careers through Technology

The Future of Hospitality: How MGM is Shaping Careers through Technology

The integration of technology within the hospitality sector has led to the emergence of roles that were previously non-existent. MGM Resorts is at the forefront of this shift, actively incorporating data analytics, artificial intelligence (AI), and virtual reality (VR) into its operations.

Data Analytics and Customer Insights

Data analysts have become crucial in interpreting vast amounts of customer data collected through various digital channels. At MGM, these analysts help the company decipher guest preferences and behaviors, enabling the tailoring of services to enhance customer satisfaction.

Virtual and Augmented Reality Experiences

With the rise of VR and augmented reality (AR), new roles such as VR experience designers are emerging. MGM has begun experimenting with virtual reality tours of its properties, allowing potential guests to explore hotel amenities and attractions from the comfort of their homes.

Enhancing Guest Experience Through Technology

At MGM, technology's role extends beyond job creation; it is fundamentally about improving the guest experience. The implementation of mobile applications and personalized guest services powered by AI exemplifies this commitment.

Streamlined Guest Interactions

The MGM mobile app serves as a prime example of how technology enhances guest interactions. It allows guests to check in and out seamlessly, order room service, and book entertainment options— all from their smartphones.

Personalization Through AI

AI also plays a significant role in personalizing guest experiences. By analyzing data collected from previous stays, MGM can anticipate guest needs and preferences, offering customized recommendations for dining, entertainment, and leisure activities.

Training and Development in a Technological Era

Recognizing that a well-trained workforce is essential for successfully integrating new technologies, MGM Resorts invests heavily in employee training and development.

Partnerships with Educational Institutions

MGM has also established partnerships with educational institutions to create training programs tailored to industry needs. These initiatives provide employees with opportunities for continuous learning and career advancement.

The future of hospitality is inextricably linked to technological advancements, and MGM Resorts is leading the way by redefining career paths and enhancing guest experiences.

Data Analyst - Hospitality Technology

MGM Resorts, Marriott International, Hilton Worldwide

  • Core Responsibilities

    • Analyze and interpret customer data to identify trends and insights that enhance guest experiences.

    • Collaborate with various departments to develop data-driven strategies for service improvement.

    • Create visual reports and presentations to communicate findings to stakeholders.

  • Required Skills

    • Proficiency in data analysis tools (e.g., SQL, Python, R) and data visualization software (e.g., Tableau, Power BI).

    • Strong analytical thinking and problem-solving skills.

    • Experience in the hospitality industry is a plus.

VR Experience Designer

MGM Resorts, Disney, Universal Studios

  • Core Responsibilities

    • Design and develop immersive virtual reality experiences for guests, including virtual property tours and interactive entertainment.

    • Work closely with marketing and IT teams to integrate VR solutions into the guest journey.

    • Conduct user testing and gather feedback to refine VR applications.

  • Required Skills

    • Proficiency in VR software development tools (e.g., Unity, Unreal Engine).

    • Strong understanding of user experience (UX) design principles.

    • Background in game design or multimedia arts is beneficial.

Mobile Application Developer - Hospitality

MGM Resorts, Hyatt Hotels, AccorHotels

  • Core Responsibilities

    • Develop and maintain mobile applications that enhance guest interactions, such as booking systems and service requests.

    • Collaborate with UX/UI designers to create user-friendly interfaces.

    • Troubleshoot and resolve application issues to ensure a seamless user experience.

  • Required Skills

    • Proficiency in programming languages such as Swift (iOS) or Kotlin (Android).

    • Experience with mobile app development frameworks (e.g., React Native, Flutter).

    • Familiarity with the hospitality industry and customer service applications.

AI Customer Experience Specialist

MGM Resorts, Hilton, Expedia Group

  • Core Responsibilities

    • Implement and optimize AI-driven tools that personalize guest interactions based on data analysis.

    • Monitor and evaluate AI performance to enhance customer satisfaction and operational efficiency.

    • Train staff on utilizing AI tools to improve service delivery.

  • Required Skills

    • Understanding of AI technologies, including machine learning and natural language processing.

    • Strong communication skills and ability to work cross-functionally.

    • Background in customer service or hospitality is advantageous.

Training and Development Coordinator - Technology Integration

MGM Resorts, Four Seasons Hotels and Resorts, Wyndham Hotels & Resorts

  • Core Responsibilities

    • Design and implement training programs focused on emerging technologies in hospitality.

    • Collaborate with technology vendors and educational institutions to enhance training content.

    • Evaluate the effectiveness of training programs and make improvements as necessary.

  • Required Skills

    • Strong organizational and project management skills.

    • Experience in instructional design and adult learning principles.

    • Familiarity with hospitality operations and technology applications.