Travel Outlook, the premier hotel call center™, announced that Grand Casino Mille Lacs and Grand Casino Hinckley, owned by the Mille Lacs Band of Ojibwe has partnered with Travel Outlook to provide call center services for its casino resort operations. “Travel Outlook delivers a high-performance voice solution that integrates advanced AI technology and exceptional hospitality expertise, and Grand Casino has chosen Travel Outlook to deliver concierge-level service across every guest interaction — from reservations and promotions to dining, entertainment, and group inquiries. Travel Outlook has committed to help Grand Casino enhance guest communications, improve operational efficiency, and strengthen VIP loyalty through world-class voice and digital engagement.
“Grand Casino Mille Lacs and Grand Casino Hinckley has always been recognized for its exceptional guest experience,” said John Smallwood, President of Travel Outlook. “By leveraging Travel Outlook, Grand Casino will gain access to AI-powered tools and expertly trained hospitality professionals who understand the unique needs of casino operations — helping to drive loyalty and revenue while honoring community values.”
As part of the partnership, Travel Outlook will provide:
- 24/7/365 multilingual coverage
- VIP call routing and AI-driven call scoring
- Simple, transparent pricing with scalable options
- PCI DSS 4.0, SOC 2, and gaming commission compliance
“At Grand Casino, we’re always looking for ways to make every guest interaction exceptional,” said Tracy Sam, General Manager, Grand Casino Mille Lacs. “Partnering with Travel Outlook helps us deliver a more seamless reservation experience while ensuring every guest receives the level of hospitality they’re accustomed to at Grand Casino.”
Travel Outlook’s involvement with Grand Casino also involves support for the Mille Lacs Band of Ojibwe community by creating career paths for tribal members. Through structured training, mentorship, and modern technology, Travel Outlook can offer call center service positions to tribal members.
Whether guests are planning a weekend getaway, a concert, a golf trip or a gaming experience, Grand Casino Mille Lacs and Grand Casino Hinckley is committed to making every interaction easy and welcoming. By partnering with Travel Outlook, Grand Casino is enhancing the reservation experience so guests can spend less time planning and more time enjoying everything we have to offer.
