Caesars Entertainment CIO Les Ottolenghi shared how concierge staff at the Las Vegas casino-hotel used auto-translation services from Google during this year's CES technology trade show - one of the world's largest - to better cater to international guests as part of a wider digital strategy.
The Executive Vice President & CIO for Caesars Entertainment Corporation said that staff were on hand and armed with Google Home Hubs.
Earlier this month the CIO said: "Starting yesterday, concierges at Caesars Palace will be armed with Google Home Hubs ready to employ the new Interpreter Mode that can translate 27 languages."
Speaking with sister title CIO US last month, Ottolenghi also outlined the organisation's transformation strategy, moving from old systems to a digital model. With buy-in from the board, the resort focused on developing a model of continuous technology and service delivery, starting by doing away with legacy systems and architecting a new cloud technology stack.
According to Ottolenghi, the aim was to make Caesars Entertainment a 'digital-first' business. The strategy included a transformation of the architecture, technology and overall operating model.
Ottolenghi told CIO US: "Our strategy was to architect a cloud-first technology stack. We started by replacing legacy systems with cloud platforms for functions like general ledger and accounts payable.
"We replaced disparate systems for human capital management with a common cloud platform that allows employees to engage with us whether they are in Las Vegas or in one of our more than 50 locations around the world.
"By having superior technology and better processes for delivering that technology, we would be able to capitalise on new business opportunities, particularly those that improve customer experience."
It also provided a way for the organisation to expand rapidly, while modernising the business culture and providing new opportunities for growth.
In November 2018, Caesars unveiled a new five-star resort in Dubai named Blue Waters. It is the first high-tech integrated property in the world, according to Ottolenghi.
"We also used a cloud-first approach for customer engagement," he said. "We've just completed a project called Maestro, which will launch during the first quarter of 2019. We are creating a 360-degree view of our customers in Salesforce, which will be tied to all of our other operational systems."
Ottolenghi also revealed plans to open another property with similar technology and infrastructure features in Cabo San Lucas in 2020.
"When you have a globally available common platform, supported by a secure, resilient infrastructure with high availability, you can expand your business rapidly," he told CIO US.