Casino News

Casino human resources departments are fighting a losing battle if they do not have the advantage of an internal improvement program that creates employee advocates, reduces employee turnover and improves the performance of front-line employees.

Annapolis, MD (PRWEB) October 24, 2007 -- Casino human resources departments are fighting a losing battle if they do not have the advantage of an internal improvement program that creates employee advocates, reduces employee turnover and improves the performance of front-line employees, 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:

"A system that creates employee advocates is invaluable for casinos," Baird says. "Employee advocates love their jobs so much they aren't about to leave, and they recommend their casino to friends and relatives as a great place to work. That reduces turnover and saves a significant amount of money.

"It is expensive to replace an employee - as much as $12,000 per new hire at an upscale casino. So what is it worth to an HR department to reduce turnover and invest the savings into improving existing employees through training? What does it cost the casino when employees are not advocates for the property? Anti-advocates drive customers away and pollute the employee pool."

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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