Player Communications Specialist - MGM

Hey all,

There's a few threads on VMB about this topic, and the consensus seems to be that a player communications specialist is someone who tries to get players back into the casinos, but is lower than an actual host. They might send reminders about your offers or slot tournaments, things that normally come in an email anyway, but can't do more than what you could book yourself on the phone/online.

I'm wondering if that has changed recently. I got contacted 2 days ago by someone from MGM with the title "Player Communications Specialist", offering to be my primary point of contact for future trips. I figured whatever, it won't hurt me, worst case I can just book things myself.

I told her I had a trip booked already for next week at Mirage, Jan 20 - Jan 23 ($75FP, $100RC, room is comped, but I have to pay resort fees). She replied and said she would waive the resort fees for this trip. I figured that was neat, and not outside the realm of what a player communications specialist could normally do.

She also said this, which is what made me curious:

"Please let me know when you decided on dates you would like to come back in March. I can offer additional comps not included in your promotion and I may have additional room options depending on the dates."

I was under the impression that a player communications specialist could NOT "offer additional comps" than what the website showed? Did that policy change with MGM, ergo making it more beneficial to book with a Player Communications Specialist vs doing it myself online?

 

I'm totally guessing here, but maybe MGM is using lower-paid employees for host duties now? Who knows what costs they are trying to cut. But again, just speculation on my part.

 

Perhaps. Lower paid employees for the low rollers like me! I'm not expecting much out of this, but if there is a tangible benefit to booking through her vs doing it myself (which I prefer), I'll definitely take advantage of it.

 

https://careers.mgmresorts.com/global/en/job/193817/Player-Communications-Specialist-Corporate

Duties include:

• Evaluates guest casino activity to determine complimentary when necessary (i.e. room, food/beverage, and other).

 

I'm curious to see how that differs from the algorithm generated offers.

The job sounds fun though.

 

Ha, I'm pretty sure it's not, as you're almost certainly in one of the satellite office complexes and basically telemarketing.

 

Yeah but its email telemarketing. Way more fun! Definitely not something that I could script 80% of my duties and play Runescape in the meantime...

 

True, but, it does say "corporate" and doesn't mention being remote (other listings do), so I'm pretty sure that dream would wind up being crushed!

 

My dreams are ruined and my hopes dashed.

 

Then my work here is done for now!

 

I imagine they are trying to centralize what used to be "Marketing Executives" or lower hosts. Basically for the high rollers they'll still have Executive Hosts on duty at each property, and for the mid rollers they'll go thru these Specialists.

I had one book a stay at Mirage for last weekend but then my offer went up so I just cancelled and booked NoMad. He didn't offer any extras so wasn't worth the back and forth when I was due there in 3 days time.

 

Comments:

• The bit about being able to sweeten offers is new-ish for inside reps. They may have just changed the title, or maybe now there's two levels of them - one level can sweeten and the other can't. Not hosts though. Hosts are still gonna have host in their titles
  
• Sounds the same as what people have reported happens the last several months when the website doesn't show them the room type they typically get, and they call instead of booking online. They find out they can get slightly better terms than what the website shows
• It's annoying to not just show you everything online. I don't get the logic. Why you wanna generate more calls, the whole point of the website is self-service
  • Maybe they are dicing comps a little more finely now than the current offer system and booking engine can handle

 

Ask the communication specialist if they can grant you a face to face communication experience upon check in and not the kiosk… and then you’ll know
what level you are valued

 

As to the last part, maybe the logic is that, and this is just a guess, a considerable majority of their customers will settle with what they see online and be perfectly happy with that. It would be, and again I am assuming, only a small portion of customers who would take the effort to call/e-mail and ask if there is something else they can get.

I am under the impression that the casinos are always trying to give as little as possible to the player, just enough to entice them back, but not a penny more (what makes perfect sense in a for-profit business). Of course, this varies from player to player and they can never be sure what is neecssary to be exactly on the cut line. If they have a channel where a limited pool of people can get something extra that will be enough to hook them, they would save a lot from not offering this to the rest of mortals and still retaining that customer that may not have been happy with the online offering but now is.

 

Sure I agree there's a little subtle psychology at work in sweetening the offer if you call, makes you feel special or you're a smart shopper, etc.

The problem is, now that person is gonna call every time. I admit I'm mostly looking at it from a staffing cost standpoint. But obviously they can cover the cost if the player ends up playing more than they would have without the sweetened offer.

 

If they can throw in a limo and some extra FP(we usually have enough RCs) I'd be all for using them. We'll see after this next offer refresh if they can do any extra as I have two heavy trips in a row.

 

If someone is going to low-play during their trip, better to deal with these people via email than an actual host since you may run into the host.

Wondering what they can offer in addition to my offers too..

 

Interesting. Might have to ask MGM next time if they have any special incentives.
With the CET LV host I've dealt with it would be easier squeezing blood from a turnip than getting anything beyond the published offers up front.

 

That's my plan; wait and see what my offers change to on February 1st and then ask her what she can do to enhance my offers. Granted, my play is far too low to get a limo. (Honestly I think my play is too low to even warrant a player communications specialist, but I'll take what I can get).

Pfft, no check in kiosks at MGM properties (yet)! I hate the damn kiosks at CET.

 

Thought I would add my recent data point to this thread.

Got the same mass email from a "player communication specialist". I emailed him asking for a players suite at NYNY for March Madness. I currently have some sort of "upgraded" room fully comped. Told him I'd be willing to pay if I couldn't get it comped. He responded telling me players suites were sold out and that he could get me a Nightengale suite at Park.....4 nights for 2k. Uhh, what? I've had that room on a full comp twice recently and I'd bet that is full retail rate for that room. Not a helpful interaction at all.