Did you happen to see the article in Business Week about employee engagement at the MGM Grand in Las Vegas? If not, you really must.  If you have, read it again.  It goes right to the heart of a question I’m hearing a lot right now:  “We have good employee engagement, but how do I KEEP them engaged in this tough economy?”  (I’ll give you the link at the end.)

You may have already heard about the Grand’s reputation as a leader in employee engagement.  They made the connection between customer service and employee engagement long before many others on the Strip.  And they treat their 10,000 employees (no, my zero key isn’t stuck) like the solid gold assets they are.

It’s no coincidence, then, that even in the teeth of an economic downturn, the MGM Grand continues to soldier on at 96 percent occupancy.  Happy employees will give you happy customers, every time.

One of the centerpieces of the Grand’s engagement strategy is keeping their staff in the loop. (more…)