MGM Resorts International just certified its 2,000th employee as a GameSense Advisor. The milestone came after a recent training session at MGM Grand Las Vegas.
The certified advisors work across 30-plus departments. They’re not just casino floor staff. The training includes executives, frontline workers, and employees from venues like Shadow Creek Golf Course and T-Mobile Arena.
Every US property run by MGM Resorts now hosts these training sessions. Both frontline workers and management participate.
Why MGM Invested in Mass Training Initiative
“Our investment in GameSense ensures an approach where responsibility is woven into the heart of the MGM Resorts brand,” said Stephen Martino, MGM Resorts’ SVP and Chief Compliance Officer. He sees trained employees as key to promoting responsible gaming awareness.
The program comes from the British Columbia Lottery Corporation. BCLC developed it, then licensed it to MGM Resorts back in 2017.
David Forman from the American Gaming Association pointed to broader industry trends. “As the industry continues to expand, it’s well-trained employees who are positioned to drive these important messages forward,” he said. MGM also backs the AGA’s Play Smart from the Start initiative and Have A Game Plan campaign.
What the GameSense Certification Program Covers
The training teaches staff how to promote responsible play. It focuses on recognising and addressing problem gambling concerns.
GameSense Advisors learn to spot at-risk behaviours during regular interactions with guests. They’re trained to escalate concerns when needed. And they provide local resources to customers who need support.
“This accomplishment is made possible by leadership and team members who genuinely want to make a difference,” said Garrett Farnes, MGM Resorts’ Executive Director of Responsible Gaming.
The program targets player education for both guests and other employees. It’s designed to work within normal hospitality operations.
How This Changes Casino Floor Operations
MGM Resorts now has advisors stationed throughout its properties. They turn everyday interactions into opportunities for responsible gaming support.
“We’re committed to a culture of responsibility that turns every interaction into an opportunity to build trust and provide a level of hospitality that truly matters,” Farnes added.
The trained staff can identify warning signs during routine service. They don’t wait for problems to escalate.
Forman called MGM’s approach a new standard. “Through initiatives like GameSense, MGM Resorts continues to set a standard that makes responsible gaming an everyday expectation,” he noted.
The 2,000 advisors represent a significant internal resource. They’re spread across multiple departments and properties, creating coverage that reaches most customer touchpoints.
