Mgm grand integrating best recognition practice yields measurable benefits

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   Recognition strategy,
   
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   Management responsibility,
   
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   Recognition program measurement,
   
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   Communication plan,
   
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   Recognition training,
   
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   Recognition events and celebrations, and
   
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   Program change and flexibility.
   

The standards reflect thorough research that included examining successful recognition programs, reviewing academic literature, and conferencing with experts. They are meant to provide guidelines for the creation and evaluation of recognition programs for all organizations.

The city-like $1 billion MGM Grand Hotel & Casino lives up to its name, not only in sheer size, but also in offerings. The opulence starts outside, with the 100,000-pound, 45 foot-tall lion – the largest bronze statue in the U.S. The hotel features 5,000 rooms in four 30-story towers. Guests enjoy world-class shows, gourmet restaurants, nightlife in two A-list clubs, the 27,000 square-foot pool complex, the Grand Spa with more than 20 Zen-inspired treatment rooms, and gambling at the 171 square-foot casino. They can even tie the knot at the Forever Grand Wedding Chapel.

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  Encourage behavior that will contribute directly to the achievement of brand goals, which will help drive MGM Grand’s performance.
  
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  Recognize employees for superior individual and team efforts and outstanding contributions to quality improvement in the course of their duties.
  
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  Encourage managers to create and maintain a motivational environment that leads toward optimal customer service.
  
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  Give management the chance to develop, enhance, and maintain MGM Grand’s culture and improve guest service.
  
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  Recruit and retain the caliber of employees that MGM Grand needs to maintain a competitive edge.
  
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  Recognize more employees more often.
  

It’s no coincidence that MGM Grand was cited as the 2005 and 2006 winner of The Best Place to Work in Southern Nevada. The average length of service for an active employee at the company is five years and 165 days. The turnover rate is a mere 11.4 percent, while the turnover rate for the hospitality industry is 49 percent.

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  Star of the Month luncheons,
  
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  Employee of the Year galas,
  
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  The Maximum Vegas Performance (MVP) program,
  
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  Voice Foundation fundraising celebrations,
  
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  Diversity events,
  
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  Patriotic celebrations,
  
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  Book and jewelry fairs,
  
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  Blood drives,
  
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  Talent shows,
  
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  Pet photo contests,
  
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  Summer fun events,
  
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  Employee holiday parties and more.
  

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  Collaboration,
  
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  Communication,
  
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  Diversity,
  
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  Initiative,
  
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  Job mastery, and
  
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  Passion.
  

The 16 core service standards are:

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  Offer a warm welcome;
  
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  Make every moment memorable;
  
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  Smile;
  
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  Create a memorable final impression;
  
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  Eliminate the use of, “I don’t know”;
  
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  See each guest request through to fulfillment;
  
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  Be an ambassador;
  
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  Deliver timely service;
  
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  Think “quality” every day;
  
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  Communicate professionally;
  
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  Always be perfectly groomed;
  
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  Practice phone etiquette that reflects company standards;
  
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  Demonstrate teamwork with internal customers;
  
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  Protect the company’s physical assets;
  
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  Provide clear directions;
  
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  Maintain an immaculate, safe environment.
  

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  FileNet is the company’s electronic HR files and forms management system. Through the system, commendations are awarded for an individual goal or assignment. Managers download the form, add comments, and print it out. A copy is permanently saved in the HR database and documented in the employee’s individual file. These commendations are taken into consideration for promotions, company transfers and the Star of the Month award.
  
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  The Reporter Newsletter is an internal publication that highlights employees in articles written by the communications team. Star of the Month and MVP winners’ stories are told. Pet Photo Contest winners are announced. Employee of the Year nominees are quoted, and photographs of culinary challenge participants are included.
  
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  MaxTV is MGM Grand’s in-house television station featuring employee success stories and accomplishments. It focuses exclusively on employees who make news both in guest interactions and behind the scenes. Celebrities often appear on camera, expressing kudos for a particular employee and a job well done.
  
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  Unique Department Programs include safety recognition programs, Casino Marketing Employee of the Week, and the Players Club Recognition. Each department is required to establish its own programs to augment company-wide programs. The plan must include recognition for a least 10 percent of the department’s eligible employees on a regular basis. Tangible rewards include a complimentary meal for two at one of the company’s premier restaurants.
  

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  Demonstrate a strong commitment to MGM Grand’s mission statement, core service standards, and core values.
  
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  Participate in employee events and activities such as the Blood Drive and MGM Grand University classes.
  
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  Contribute to the department as a team player and as a role model.
  
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  Exhibit good communication and decision-making abilities.
  
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  Take action to prevent an accident or take initiative outside of regular job duties.
  
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  Demonstrate initiative resulting in improved work systems or environments.
  

1. 
   All cash gifts are taxable.
   
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   The cash value of prizes exceeding a certain amount is taxable.
   
3. 
   In-house comps to MGM Grand-owned restaurants, retail stores, rooms, or use of a facility (such as the spa) are generally not taxable.
   
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   The cash value of all taxable incentive pay or awards will appear on the employee’s paycheck as part of the annual taxable income and is reported to the IRS.
   

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  What recognition is and why it is important,
  
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  The top reasons why good workers leave,
  
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  The effects of a motivational environment on employees,
  
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  The three types of recognition and when to apply them,
  
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  The importance of tangible vs. intangible rewards,
  
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  How to implement meaningful recognition programs, and
  
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  The organizational benefits of recognition.