1. GameSense: Enhancing Guest Service Through Responsible Gambling Awareness and Education
NCLGS
June 9, 2017

2. GameSense and MGMRI
The future of Responsible Gambling: Focus on majority of customers.
GameSense: The Vision.
GameSense: The Guest Experience.
GameSense: The Employee Experience.
GameSense: The Research Partnership with BCLC.
MGM Resorts International Confidential Information/ May Include Trade Secrets. Do Not Distribute ©2017 MGM Resorts International. All Rights Reserved

3. The Future of Responsible Gambling
Gambling has expanded worldwide as a mainstream entertainment option. Responsible gambling deserves mainstream discussion.
We must change the conversation from “identifying” problem gambling (When the Fun Stops) to promoting positive principles of responsible gambling (GameSense).
By creating a positive, normalized conversation, we build stronger guest relationships by transforming responsible gambling into an enhanced customer service program.
MGM Resorts International Confidential Information/ May Include Trade Secrets. Do Not Distribute ©2017 MGM Resorts International. All Rights Reserved

4. Shifting emphasis to the 96-98%. Continue to serve the 2-4%.
GameSense (96-98% of our guests)
When the
Fun Stops
(2-4% of our guests)
MGM Resorts International Confidential Information/ May Include Trade Secrets. Do Not Distribute ©2017 MGM Resorts International. All Rights Reserved

5. Vision
To Transform responsible gambling culture to an enhanced customer service program.
An industry best, award winning enterprise-wide program that aligns policies with improved customer service and education.
A program that creates high standards for Responsible Gambling training.
A program with strong brand recognition and marketing reach that educates and encourages RG practices among majority of customers.
A program that is developed using content based on industry best practices, including a robust research component to validate efforts.
MGM Resorts International Confidential Information/ May Include Trade Secrets. Do Not Distribute ©2017 MGM Resorts International. All Rights Reserved

6. GameSense and MGMRI “Raising Awareness Through Education”
All Las Vegas properties: Oct 3-5, 2017
All regionals: EOY, 2017
Improved training for all employees, with a focus on guest service
MGMRI is fundamentally changing its culture.
M life rewards desk enhancements at every Las Vegas property, with interactive GameSense touchscreens.
Staffed by GameSense Advisors (GSA)
GSAs are trained to answer questions about how games work, odds and myths about gambling.
Trained to offer support and refer guests to additional resources if more assistance is requested.
135 digital screens, 102 slot end caps, 308 ATMs/kiosks, over 25,000 slot messaging displays (VFDs), IPTV on 26,124 TVs in 18,365 hotel rooms, and company web site landing pages (i.e. mgmresorts.com).
MGM Resorts International Confidential Information/ May Include Trade Secrets. Do Not Distribute ©2017 MGM Resorts International. All Rights Reserved

7. Likely Guest Touch Point Example: M life Rewards Desk
40 inch, GameSense touch screen display (multi- lingual)
Scrolling digital signage throughout each property
Brochures
(multi-lingual)
M life Supervisors/ GameSense Advisor
MGM Resorts International Confidential Information/ May Include Trade Secrets. Do Not Distribute ©2017 MGM Resorts International. All Rights Reserved

8. Employee Experience: 4 Levels of Training
Where’s Your GameSense
Training Level 1
Educates corporate staff on the GameSense basics.
45 min eLearning via Insider Education.
Corporate employees and senior leadership.
Educates guest-facing employees on GameSense basics, with a focus on guest examples.
45 min eLearning via Insider Education or instructor led.
All guest-facing employees.
Training Level 2
GameSense Advisors (GSA)
Level 1 training with an overarching focus on role-playing scenarios that emulate real-life situations.
4-hour in-person workshop.
Managers and Supervisors
Level 1 & 2 trained, able to connect with customers and respond to a variety of situations; the property’s GameSense trainers & leads.
2-day intensive orientation.
GameSense Trained Advisors
MGM Resorts International Confidential Information/ May Include Trade Secrets. Do Not Distribute ©2017 MGM Resorts International. All Rights Reserved

9. A Historic Research Partnership
As part of a licensing agreement with BCLC, MGMRI established a partnership that will redefine how responsible gambling research is both conducted and viewed around the world.
Multi-faceted study that focuses on MGMRI employees and guests.
Guests: measure awareness, satisfaction and positive play trends.
Kickoff a baseline study to determine MGMRI employee beliefs and attitudes towards responsible gambling.
Will allow us to show how far we’ve come, but first we need to quantify where we started; most likely accomplished via a short survey.
Capture guest data via several methods—we will be able to determine which data capture methods and approaches are most effective.
MGM Resorts International Confidential Information/ May Include Trade Secrets. Do Not Distribute ©2017 MGM Resorts International. All Rights Reserved