Ellis Communications, Inc.

Review Casino Employee Guest Service
Training to Ensure It Is Effective

When an outside company evaluates a casino’s internal operations, one of the most important reviews centers on the property’s employee guest service training.

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

“Quality service keeps guests coming back to a casino again and again.  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.”

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.