Dynamic Training Can Turn Casino Employees Into Guest Service Superstars, Says Robinson & Associates, Inc.

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Training programs should get casino employees fired up about providing quality guest service, but they often backfire because they're boring.

Training programs should get casino employees fired up about providing quality guest service, but they often backfire because they're boring, says Boise, Idaho-based Robinson and Associates, Inc., (http://www.casinocustomerservice.com).

"First employees get restless, then they can't concentrate and eventually they begin to nod off," says Martin R. Baird, chief executive officer of Robinson & Associates. "Is this how your casino's employees react to your guest service training programs?

"Boring training is a waste of time, energy and money but, unfortunately, that's the quality of instruction many casino employees receive when it comes to guest service training. It's time gaming properties got it right and reaped the rewards of their training programs."

Baird offers the following five tips on how to avoid boring training that hinders employees' ability to provide guests with only the best in service.

Number 1: Offense is the best defense. Don't accept an outside trainer's assurances that his or her program is effective, Baird says. "If they want your business, they must give a demonstration," Baird says. "Contact a few training companies, make them audition and select the one that's right for you. Be sure the company you choose is capable of making a two-hour presentation fun and interactive."

Number 2: Treat your employees like adults. Adults learn by participating, not listening to a lecture, Baird says. "Your service training should be lively, dynamic and participant centered to keep attendees interested and focused," Baird suggests. "Design a program that forces your employees to use all their senses. That increases retention of information."

Number 3: Make it fun. Training should be fun as well as educational, according to Baird. "When people are having fun, they're more open to learning, to trying new ideas and concepts," Baird notes.

Number 4: Use pertinent, high-quality content. "The presenter should talk about authentic challenges to providing quality guest service in a gaming environment," Baird says. "Dynamic delivery is not enough. The information must be realistic and useful."

Number 5: Encourage self-learning. To round out the information given by the presenter, let the attendees share their ideas, Baird says. "Let them learn for themselves," Baird suggests. "Guest service training requires participants to shed old ideas and habits and accept new ones. They will be more receptive to change if they are part of the process."

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 or via its Web site at http://www.casinocustomerservice.com. Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.

Media Contact:
Tom Ellis
Ellis Communications, Inc.


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