Award Date

Fall 2009

Degree Type

Professional Paper

Degree Name

Master of Science in Hotel Administration

Department

Hotel Administration

First Committee Member

Mehmet Erdem, Chair

Number of Pages

31

Abstract

Gaming has been a significant part of the tourism industry in Las Vegas. Most gamblers come to Las Vegas hoping to win big, but are often disappointed. So what keeps people coming back time and again to contribute to Las Vegas’ economy? The casinos and the gaming industry believe that the unique and individual service guests experience at their establishment is the primary reason why guests return. For example, at Harrah's employees are upbeat and positive in an effort to keep customers returning; at the Venetian the core value instilled in each and every employee is to provide un-matched guest services; and for Station Casinos, its customer retention strategy is for employees to provide services beyond guests’ expectations.

Keywords

Casinos; Casinos – Employees; Customer loyalty; Customer service; Gamblers; Gambling industry; Nevada – Las Vegas; Tourism

Disciplines

Gaming and Casino Operations Management | Hospitality Administration and Management | Recreation Business | Tourism and Travel

Language

English


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