Casino News

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.

(PRWEB) December 19, 2007 -- 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, says Robinson & Associates, Inc., (http://www.advocatedevelopmentsystem.com) a customer service consulting firm to the gaming industry.

Martin R. Baird, chief executive officer of Robinson & Associates, offers the following tip.   

Tip:

"Softness in the middle - this is a common theme at casinos," Baird says. "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(at)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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