Kirandt’s GAMBLER"S PERSPECTIVE™ Program

Our client, a casino operator in a Southern US market, was aware that customer service at their property was not at the level they desired. A new competitor had made significant inroads into their market share and the client was combating this threat in part by spending considerable time and funds on a new training program designed to focus on improving overall customer service at the front line.

The majority of staff had completed the new training sessions, however management was not seeing the dramatic improvement in service that they had expected.

The Kirandt Group designed a customized service evaluation program that incorporated the key elements of the client’s training efforts into the evaluation criteria.

For three months, at a different time each month, a pair of Kirandt evaluators visited the client’s property as undercover guests. Over the course of several days, these specialists evaluated each and every facet of the property operations from a guest standpoint; from security officer interactions to slot fill service to food and beverage service and quality. After the completion of each evaluation period, the client was given a comprehensive report detailing each interaction with both quantitative measures as well as narrative descriptions of the service provided. Because Kirandt evaluators are knowledgeable about the dynamics of gaming operations, they were also able to identify some potentially problematic areas concerning both game integrity and player database issues and offer suggestions during a management debrief to address these areas.

Additional value was added to the program by dedicating one portion of the report to identifying outstanding service providers who were encountered by the evaluators. The client then utilized this information in an employee recognition program and made these employees “famous” for that month.

Service levels improved dramatically, as each employee became excited about the possibility of having an encounter with a Kirandt service evaluator and began to treat all of their guests as potential evaluators.

The client also found that the disciplinary or counseling actions resulting from any negative information on the report was received in a very constructive manner, as the employees involved knew that the information was reported by an objective source from outside the company.

Our client found the initial program so successful and useful to their managers that it has been extended indefinitely. Not only is it conducted at this property on a monthly basis, but after seeing the results, the client’s corporate parent expanded the program to their family of properties nationwide.