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30 July
2008 Review Casino
Service Training To Ensure It Is
Effective When an outside
company evaluates a Casino's
internal operations, one of the most important
reviews centres on the property's employee guest
service training, says Robinson & Associates,
Inc., a customer service consulting firm to the
gaming industry. Martin R. Baird,
chief executive officer of Robinson &
Associates, offers the following operational-review
tip. "Quality service
keeps guests coming back to a casino again and
again," Baird says. "Because most employees must
learn how to provide stellar service, the casino's
guest service training program must be effective.
Casinos that develop their own training program are
proud of it and rightfully so. But the casino must
be open to having the training evaluated by an
outside party that looks for areas of improvement.
This will ensure the training is
successful." |
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