First Committee Member
Gail Sammons, Chair
Number of Pages
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.
Casinos – Employees – Training of; Consumer satisfaction; Customer loyalty; Customer services; Gambling industry; Hospitality industry; Nevada – Las Vegas
Hospitality Administration and Management | Human Resources Management
Lee, David, "Developing a comprehensive training guide for dealers in the gaming sector of the hospitality industry in Las Vegas" (2008). UNLV Theses, Dissertations, Professional Papers, and Capstones. 612.