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Mohegan Boosts Guest Experience Scores by 2.8 Points Through Listening Participation and “Unreasonable Hospitality”

  • Reached 96% survey participation at INSPIRE Resort
  • Achieved 60% social media engagement with leadership videos
  • Increased guests experience scores by 2.8 points

The Opportunity

Annual engagement survey data revealed and reinforced a direct link between team member satisfaction and guest experience (GX) at Mohegan's properties. The organization saw potential to strengthen two-way communication and enhance support from leadership teams. Survey feedback pointed to areas where team members could play a larger role in shaping guest experiences.

The Solution

Mohegan introduced "Unreasonable Hospitality" — a concept inspired by restaurateur Will Guidara's viral "Hot Dog Moment" at Eleven Madison Park. This strategy aims to elevate guest experiences by encouraging team members to be attentive, creative, and playful, making each guest interaction intentional and personalized. Based in part on Perceptyx’s data-driven recommendations, Mohegan launched several initiatives to embed this philosophy:

  • A GX Virtual Summit bringing together guest experience leaders from across the global enterprise
  • An inaugural GX Week during International Customer Service Week to recognize and celebrate team members for their commitment to providing exceptional guest experience every day
  • New recognition programs including GX Champion and Leadership Awards
  • Property-specific recognition programs like Mohegan Pennsylvania's Extra Mile awards

Leadership visibility increased through targeted programs. The INSPIRE Entertainment Resort's President attended departmental pre-shift meetings, while properties launched communication channels like "Chief Talk" newsletters and TeamTalk updates via their digital workplace platform, The Loop.

The Impact

Team members embraced the new approach across all levels. INSPIRE Entertainment Resort achieved a 96% survey response rate, while Mohegan Pennsylvania's "Talk with Tony" general manager videos saw participation from more than 60% of team members on social media.

The focus on exceptional guest experiences yielded tangible results. Niagara Casinos saw their GX metrics rise by 2.8 points year-over-year. New ERGs fostered cross-functional collaboration and deepened team members' connection to guest satisfaction.

A guest testimonial about the security manager at Mohegan Pennsylvania exemplifies these principles. After learning about guests unable to secure a restaurant reservation, the security manager personally arranged their dining experience, coordinated team support, and engaged with them throughout their visit — thus creating their own "Hot Dog Moment."