All casinos face challenges in training large numbers of employees from multiple departments, and the challenge widens if over multiple locations. Training employees to provide consistent service is one of the most common challenges for casinos. Defining the “culture of service”, identifying your employee demographics and developing engaging training modules. It will take a variety of methods or benchmarks to evaluate the success of training efforts, including patron surveys to evaluate customer satisfaction and staff performance.
The panel for this topic will have over 20 years each, working in the tribal gaming market for very large multi-site gaming facilities as well as the for the mid to smaller gaming facilities. Best practices will be shared on how they have successfully navigated and developed their companies culture of service.