Ellis Communications, Inc.

Casino Employee Reward-and-Recognition Program
Deserves Thorough Third-Party Evaluation

Casinos interested in third-party reviews of their internal operations should be sure their employee reward-and-recognition program is given a thorough evaluation.

The following operational-review tip is provided by Robinson & Associates, Inc., a customer service consulting firm to the gaming industry.

“All too often, an employee reward-and-recognition program is an entitlement program that happens the same way year after year for no other reason than that is how the casino has always done it.  But this program is an important follow-up step to employee guest service training.  Employees who actively demonstrate the lessons learned in training should be recognized and rewarded for doing so.  This gives employees the incentive to continue to do their best.  Thus, the reward-and-recognition program should be evaluated to be certain it is an effective one.”

Robinson & Associates is a Boise, Idaho-based guest service consulting firm that provides specialty guest service training, management skills training, presentation skills training, team building programs and employee incentive and recognition programs for the gaming industry.  The company may be reached by phone at 480-991-6420, by e-mail at mbaird@casinocustomerservice.com or via its Web site at www.casinocustomerservice.com.  Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.