Casinos Should and Can Calculate ROI in Employee Training Programs

An internal improvement program at casinos usually requires employees to go through training, and casinos should calculate the return on investment in that training to be sure they have made a good investment in their employees.

In gaming, an improvement program may be one of many strategies to increase the level of guest and employee advocates while also boosting market share.  When a casino pursues an improvement program, invariably its employees must learn how to do their jobs better.  They may also be asked to approach their jobs from a different point of view.  This requires training and learning.

In an article for, Marcia L. Conner says there is confusion over how to measure return on investment for learning but that it can be done.  Conner says to identify the total financial benefit of a learning program and then subtract from that the total cost to develop, produce and deliver the program.  Divide the outcome of that calculation by the total cost of the program, multiply by 100 you have the ROI, according to Conner.

To help casinos understand and deal with this issue, we have published a white paper on casino return on investment.  Those interested in obtaining a copy of the white paper should e-mail Lydia Baird, Robinson & Associates’ director of business development, at or call her at 206-774-8856.

Martin R. Baird
Robinson & Associates, Inc.