Every year, millions of guests visit Caesars properties to eat, play, drink, and relax. At Caesars, we strive to provide superior guest service to all patrons at our properties, especially our VIPs. All property teams have different goals to ensure guests are greeted as soon as they arrive at any of our properties and throughout their stay. To do this, our team members use a combination of tools: RTCM  (Real Time Customer Marketing ) & CMS (Casino Management System). However, the current delivery flow of information was inefficient. The process would go as follows:

• Several times during the day, an available on-duty slot supervisor/ team member would query the CMS for “Active Player Inquiry”, filtering by each tier
• A quick picture of the list would be taken, and the team member would try to meet/ greet the patron(s) on the list
• Very often, meeting a patron can lead to other things like helping them with beverage orders or such. This meant that the it was very likely that the list of active guests would no longer be current.
• This would then require the team member to walk back to their work stations and start over

This process was tedious and only allowed for 5-6 guests being greeted per team member’s shift. Because team members had to respond their action manually by email, managers would have to sift through copious amounts of emails to measure an employee’s productivity and to create new greeting goals.