Award Date

Fall 2008

Degree Type

Professional Paper

Department

Hotel Administration

First Committee Member

Gail Sammons, Chair

Number of Pages

13

Abstract

Given that repeat business is at the core of profitable operations, particularly in the service industry, the purpose of this paper is to develop a comprehensive training guide for dealers in the gaming sector of the hospitality industry in Las Vegas. The comprehensive training guide will focus on customer service satisfaction to increase loyalty and add value to the Service Profit Chain (SPC). The efforts to develop and then implement this comprehensive training manual is to produce higher rates of repeat business, reflected in higher returns and overall profits. Therefore upon implementation, this comprehensive training manual will be the cornerstone of customer service training for front-line casino employees.

Keywords

Casinos – Employees – Training of; Consumer satisfaction; Customer loyalty; Customer services; Gambling industry; Hospitality industry; Nevada – Las Vegas

Disciplines

Hospitality Administration and Management | Human Resources Management

Language

English

Comments

Incomplete paper data.


Share

COinS