Media & Entertainment19 MAY 2024ENHANCING THE GUEST EXPERIENCE THROUGH NEW USES OF TRIED-AND-TRUE TECHNOLOGIESFrank BoniniOur goal is not to be bleeding edge innovators experimenting with new tools at the potential expense of our guests' enjoyment. Rather, we employ modern, stable systems from battle-tested vendors that help us advance our core mission of creating an unrivaled experience. A property such as ours provides numerous points of interaction with our guests, from hotel check in and in-room service to gaming on the casino floor to taking in a show to dining at a fine restaurant. The pandemic presented an opportunity to reevaluate how to best use technology to maximize the safety and comfort of our guests, including how to navigate capacity restrictions, accommodate new regulations and reduce physical interaction without diminishing the highly personal service for which we are known. Taking it MobilePrior to the pandemic, we developed a mobile app for our properties that enabled guests to easily review their reward point status, tier status, and available offers, with future enhancements to include mobile ordering and digital wallet technology. With safety needs and government restrictions in mind, along with changing guest expectations, we expanded other mobile app usage to enable guests to reserve a time window for game play, use a special QR code to enter the property, or check into or out of the hotel room remotely. While these new features changed the user experience to some degree, adapting to new realities is always necessary and something we will continue to do into the future. It also allowed us to prototype new capabilities we incorporated into other solutions once the pandemic restrictions ended.Frank Bonini, SVP/CIO, Cordish Global Gaming and Live! Casinos&HotelsBys technology advances across all industries, so too does the desire to test new innovations that will foster growth and drive improvement. At Live! Casino & Hotel properties, we strive to integrate technologies that ensure our guests have the best experience possible. ACX O IN SIGHTS
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