Shannon McCallum

Well, we're a big property. We've got 50 restaurants and lounges. We've got a loyalty program, actually, too, because we're with Hilton as well as our Genting Rewards. So there's a lot of information to take in. Our training is about three weeks for our new team members. And we have speakers that come in from different areas and

Well, we're a big property. We've got 50 restaurants and lounges. We've got a loyalty program, actually, too, because we're with Hilton as well as our Genting Rewards. So there's a lot of information to take in. Our training is about three weeks for our new team members. And we have speakers that come in from different areas and

to be able to share their knowledge about all of the different programs and the food and beverage outlets and safety and security to really make it as engaging as possible. And as well, we do have technology training, which allows them to know how to work the functionality that we have. But then we move into like that modeling that I talked about where

to be able to share their knowledge about all of the different programs and the food and beverage outlets and safety and security to really make it as engaging as possible. And as well, we do have technology training, which allows them to know how to work the functionality that we have. But then we move into like that modeling that I talked about where

to be able to share their knowledge about all of the different programs and the food and beverage outlets and safety and security to really make it as engaging as possible. And as well, we do have technology training, which allows them to know how to work the functionality that we have. But then we move into like that modeling that I talked about where

You might stand and shadow someone to see how they're interacting as they check someone in, check someone out, or deal with a guest situation. Then we have a shadowing portion where they're actually the ones doing and they have their mentor that's shadowing them to be able to give them feedback in between interactions so that they can continue to improve.

You might stand and shadow someone to see how they're interacting as they check someone in, check someone out, or deal with a guest situation. Then we have a shadowing portion where they're actually the ones doing and they have their mentor that's shadowing them to be able to give them feedback in between interactions so that they can continue to improve.

You might stand and shadow someone to see how they're interacting as they check someone in, check someone out, or deal with a guest situation. Then we have a shadowing portion where they're actually the ones doing and they have their mentor that's shadowing them to be able to give them feedback in between interactions so that they can continue to improve.

Then once they're on their own, we have management coverage that can be there to support in case any situations individual can't manage on their own so that we have someone nearby that can help with that escalation to get that resolved. And then they do that with the individual so they can also understand what were those extra steps that they maybe didn't have.

Then once they're on their own, we have management coverage that can be there to support in case any situations individual can't manage on their own so that we have someone nearby that can help with that escalation to get that resolved. And then they do that with the individual so they can also understand what were those extra steps that they maybe didn't have.

Then once they're on their own, we have management coverage that can be there to support in case any situations individual can't manage on their own so that we have someone nearby that can help with that escalation to get that resolved. And then they do that with the individual so they can also understand what were those extra steps that they maybe didn't have.

that they needed to be able to take care of it? And is that something that they can actually do on their own next time now that they have that knowledge and they've been part of the solution? So again, it's really about that support, making the team feel supported.

that they needed to be able to take care of it? And is that something that they can actually do on their own next time now that they have that knowledge and they've been part of the solution? So again, it's really about that support, making the team feel supported.

that they needed to be able to take care of it? And is that something that they can actually do on their own next time now that they have that knowledge and they've been part of the solution? So again, it's really about that support, making the team feel supported.

And there's always someone there that can come and assist in order to have a successful interaction and help to diffuse any kind of a situation that may come up. And again, trying to fix it while the guest is there, again, I can't stress how important that is. Because otherwise it does carry on and it can take a guest stay in a different direction. So that's truly what our goal is.

And there's always someone there that can come and assist in order to have a successful interaction and help to diffuse any kind of a situation that may come up. And again, trying to fix it while the guest is there, again, I can't stress how important that is. Because otherwise it does carry on and it can take a guest stay in a different direction. So that's truly what our goal is.

And there's always someone there that can come and assist in order to have a successful interaction and help to diffuse any kind of a situation that may come up. And again, trying to fix it while the guest is there, again, I can't stress how important that is. Because otherwise it does carry on and it can take a guest stay in a different direction. So that's truly what our goal is.

You know, it's interesting. When I was a young manager outside of Las Vegas, you know, I used to think that I needed all the information about the guest situation, like a 360 view before I could talk to the guests because I wanted to be prepared. I wanted to stand on the line and defend the property. And again, I think when you're more green, that is something that you feel like you need to do.

You know, it's interesting. When I was a young manager outside of Las Vegas, you know, I used to think that I needed all the information about the guest situation, like a 360 view before I could talk to the guests because I wanted to be prepared. I wanted to stand on the line and defend the property. And again, I think when you're more green, that is something that you feel like you need to do.

You know, it's interesting. When I was a young manager outside of Las Vegas, you know, I used to think that I needed all the information about the guest situation, like a 360 view before I could talk to the guests because I wanted to be prepared. I wanted to stand on the line and defend the property. And again, I think when you're more green, that is something that you feel like you need to do.