HMD253 University of Nevada Jane Rosenblum Hospitality Management Reflection Paper I attached guideline and note that i took from the guest speaker’s prese

HMD253 University of Nevada Jane Rosenblum Hospitality Management Reflection Paper I attached guideline and note that i took from the guest speaker’s presentation. Guest speaker: Jane Rosenblum
MGM director of guest experience
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What is guest experience?
Since 2012-present day
Community of 60+
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18 directors across all US properties
Centralized position – report to property presidents
Drivers of service excellence & engagement
In-house consultants to division leaders to drive operational excellence
“voice of the guests”
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What does guest experience do?
Create customer Experience strategies across MGMRI
Journey Map to identify Opportunities & Pain Points in the guest experience
Root cause and action plan service opportunities
Partner w/property operators to implement customer experience initiatives
Manage incoming & outgoing C-Suite correspondences
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How do we build and cultivate a culture of service excellence?
Show service basics
Guestview (guest survey via Email)
CSEA (Chairman’s Service Excellence Award)
Day trip Surveys at Regional Properties
Service Recovery Program – OWNing the Show
Guestview (Guest survey via email) Stats
2018
25% Response Rate
Over 700,000 Completed Surveys
~3 Million Survey Invitations Sent
33.6% Desktop 66.4& Mobile
– How do we know if we are winning with our guests
Net promoter Score (NPS)
Problems Experienced / Problems Resolved
Text Analytics
GUEST SPEAKER REFLECTION PAPERS – 11 TOTAL
Purpose: The purpose of this assignment is to reflect upon the information the course guest
speaker’s share about their careers and operations and understand how it helps improve the
service delivery at their various businesses.
Task: You will write a two page reflection paper following each course guest speaker, which
will be due by 11:59pm on the Sunday following the class session in which the speaker was
present.
You should answer the following questions in each of your reflection papers:
• Who was the Guest Speaker and what is their Job Title?
• What are their primary job responsibilities?
• How does their job contribute to the improvement of service delivery in their
organization?
• What is one to two things you found interesting from their presentation and how could it
assist you in becoming a better hospitality professional?
• Did anything surprise you from their presentation?
PLEASE NOTE, IF A SPEAKER DOES NOT COVER THIS IT IS YOUR DUTY
TO ASK DURING THE Q&A.
Guidelines:
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•
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Each reflection paper should be a minimum of two full pages, double-spaced using Times
New Roman 12 font
Your name and section number must be on each submission
Due dates for the reflection papers are located on the course syllabus
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POINTS WILL BE DOCKED FOR ANY PAPER THAT IS NOT AT LEAST 2
PAGES AND WITH THE PROPER FONT AND SPACING
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PLEASE USE PROPER CITATIONS WHEN NECESSARY!

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