Best Practice: Leadership

Best Practice:  Leadership –  Creates More Guest Advocates for Casinos

Casino management must show true leadership to help employees create more guest advocates.  Leadership is one of seven best business practices casinos should utilize in their quest to create as many guest advocates as possible.  Improvements will likely be needed within the casino to generate guest advocates and the casino’s leadership must do more than just support the changes.  It must truly lead.  And it must lead through example. 

If one of the changes involves employees placing an emphasis on smiling at guests, making eye contact and saying hello, management must do the same when interacting with guests.  By the way, managers should treat their employees the same way to further demonstrate their commitment to that particular change.

Martin R. Baird
Robinson & Associates, Inc.