Ellis Communications, Inc.

Evaluate Casino Employee Orientation to Be Sure
New Hires Start Their Jobs the Right Way

Casinos interested in having an outside company review their internal operations for areas of improvement should not overlook an evaluation of the property’s new employee orientation.

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

“A casino’s ultimate success all starts with what they tell their new hires in orientation.  Are new employees encouraged to give guests great service?  Are they pumped up so they are excited about their jobs?  Or are new employees bludgeoned with the 10,000 ways they can get fired?  Are they overwhelmed with rules and regulations?  Discouraged employees are more likely to quit not long after they start.  Cornell University research shows that it costs $5,000 to replace the average hospitality worker.”

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.