Casino staff 'must work together'
19th December, 2007
A casino expert has warned that human resources (HR) directors working at gambling venues must work with middle managers to improve communication among staff and encourage clients to return.
Martin Baird, chief executive officer of gaming industry consultants Robinson & Associates, said that HR bosses need to realise that guest and employee support will only come through good communication with middle managers.
"Softness in the middle - this is a common theme at casinos," he said. "The gaming industry has a potentially catastrophic problem with mid-level managers and supervisors.
"The rapid growth of the industry has left this area sorely lacking. The people who are outstanding front-line employees are being promoted to the next level with little or no organised training."
Mr Baird said that this area is in need of "special attention" from HR directors as they often have the most contact with guests.
He added that HR chiefs should be encouraging employees to urge guests to return as well as creating a work environment which sees employees "spread positive words about the casino within the community".
