Dynamic Training Turns Casino Employees Into Service Superstars

Training programs should get casino employees fired up about providing quality guest service, but they often backfire because they’re boring.  First employees get restless, then they can’t concentrate and eventually they begin to nod off.  Boring training is a waste of time, energy and money but, unfortunately, that’s the quality of instruction many casino employees receive when it comes to guest service training.  It’s time gaming properties got it right and reaped the rewards of their training programs.

Following are five tips on how to avoid boring training that hinders employees’ ability to provide guests with only the best in service.

Number 1:  Offense is the best defense.  Don’t accept an outside trainer’s assurances that his or her program is effective.  If they want your business, they must give a demonstration.  Contact a few training companies, make them audition and select the one that’s right for you.  Be sure the company you choose is capable of making a two-hour presentation fun and interactive.

Number 2:  Treat your employees like adults.  Adults learn by participating, not listening to a lecture.  Your service training should be lively, dynamic and participant centered to keep attendees interested and focused.  Design a program that forces your employees to use all their senses.  That increases retention of information.

Number 3:  Make it fun.  Training should be fun as well as educational.  When people are having fun, they’re more open to learning, to trying new ideas and concepts.

Number 4:  Use pertinent, high-quality content.  The presenter should talk about authentic challenges to providing quality guest service in a gaming environment.  Dynamic delivery is not enough.  The information must be realistic and useful.

Number 5:  Encourage self-learning.   To round out the information given by the presenter, let the attendees share their ideas.  Let them learn for themselves.  Guest service training requires participants to shed old ideas and habits and accept new ones.  They will be more receptive to change if they are part of the process.

Martin R. Baird
Robinson & Associates, Inc.