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Ellis Communications, Inc. - NEWS STORY
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Casinos Position Themselves for Success By
Investing in Employees’ Skills, Professionalism |
For Immediate Release:
February 13, 2008 |
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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Casinos that invest in the
skills and professionalism of their employees while rolling out
an internal organizational improvement program position
themselves to succeed in a highly competitive industry.
“Research shows that casinos have ample reasons to invest in
their employees,” says Jennifer Privitera, manager of client
service for Annapolis, Maryland-based Robinson & Associates,
Inc. “There is much to be gained from this endeavor, the least
of which is competitiveness and improved stockholder value.”
Privitera offers the following five tips about investing in
employees.
Tip No. 1. There is a clear difference between
investments and costs, Privitera says. “Spending money to
improve employees’ customer service skills or their presentation
skills, for example, is not an expense, it is an investment in
the casino’s future,” Privitera says.
Tip No. 2. There is evidence that investments in employee
training can predict a casino’s future performance, including
stockholder return, Privitera says. “According to an article
last year in The Business Journal in Phoenix, the American
Society for Training and Development found that of 575 publicly
traded firms reviewed between 1996 and 1998, those that invested
$680 more in training per employee than the average company in
the study improved their total stockholder return by 6
percentage points,” Privitera explains.
Tip No. 3. You must invest money to make money, Privitera
says. “In ‘Creating A Positive Culture,’ Phyllis Hartman and
John Hayden say intellectual capital or talent ‘represents the
value of today’s organizations, as it signifies the sustainable
competitive advantage,’” Privitera notes. “Hartman and Hayden
reference studies by Boudreau and Ramstad that say technology
and processes can be easily duplicated or copied while people
cannot.”
Tip No. 4. There are nonfinancial benefits associated
with investing in employees, Privitera says. “Those benefits
include increased employee and management communication, time
savings and increased networking and knowledge, as well as
improved access to mentors and experts,” Privitera says.
Tip No. 5. Employees respect companies that help them
improve their skills, Privitera says. “In ‘Investment in
Employees Key to Good Business,’ Michael Rodriguez clearly
supports this idea,” Privitera points out. “He writes, ‘A good
business owner or manager must value his or her employees as
much as he or she values clients. Like any other investment,
caring about your employees will pay dividends. A motivated and
happy worker will choose the company every time.’”
Robinson & Associates has published a white paper that helps
casinos understand what is involved in rolling out
organizational improvements that can result in greater success
in the future. Those interested in obtaining a copy of the white
paper should e-mail Marilyn Kuhnert, Robinson & Associates’
client development specialist, at mkuhnert@casinocustomerservice.com
or call her at 480-991-6421.
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 contacting Marilyn
Kuhnert 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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