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Ellis Communications, Inc. - NEWS STORY
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Casino Human Resources Directors Must Work With Middle Managers
to Encourage Guest and Employee Advocacy |
For Immediate Release:
December
17, 2007 |
Contact: Tom Ellis
Ellis Communications, Inc.
Phone (417) 881-5635
E-Mail tellis@casinocustomerservice.com
www.casinocustomerservice.com
www.advcoatedevelopmentsystem.com
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Casino human resources
directors that understand the link between guest and employee
advocates and their property’s success need to work closely with
middle managers to ensure they also value advocacy.
The following tip is provided by Robinson & Associates, Inc., a
customer service consulting firm to the gaming industry.
Tip:
“Softness in the middle. This is a common theme at casinos. The
gaming industry has a potentially catastrophic problem with
mid-level managers and supervisors. The rapid growth of the
industry has left this area sorely lacking. The people who are
outstanding front-line employees are being promoted to the next
level with little or no organized training.
“This requires special attention from human resources because
these are the people who have a high level of guest contact and
they drive a casino’s employee advocacy. Are they encouraging
employees to provide the kind of service that generates guest
advocates who, in turn, create repeat and new business? Are they
doing everything they can to create a work environment that
turns employees into advocates who love their jobs and spread
positive word about the casino within the community?”
Robinson & Associates, Inc., is a global customer service
consulting firm for the gaming industry. It helps casinos
determine their Advocate Index, a number that indicates the
extent to which properties have guests who are willing to be
advocates. The company then implements its Advocate Development
System in combination with the proven methodology of Advocate
Index and best business practices to help casinos create more
guest advocates and chart a course for growth and profitability.
Robinson & Associates may be reached by phone at 480-991-6420,
by e-mail at mbaird@casinocustomerservice.com or via its Web
sites at www.advocatedevelopmentsystem.com and
www.casinocustomerservice.com. Robinson & Associates is a member
of the Casino Management Association and an associate member of
the National Indian Gaming Association. |
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