CASE STUDY: CASINO STRATEGY
A mid-sized Midwest casino was dealing with low and declining hotel occupancy and overall declining revenues. The casino is located in a competitive local market with competitors closer to major markets.
We developed a hotel strategy that utilized direct communication offers based on ADT and distance criteria to not only fill the casino, but to fill the hotel with gamers to boost overall revenue.
We helped the casino increase hotel occupancy from an average of 60% to over 95% each month, improved both on and off-peak seasonality, and filled the hotel rooms with gamers to fuel a monthly increase in revenue year over year.
CASE STUDY: GUEST SERVICE
A mid-sized Midwest casino was coming up short in guest service metrics with unhappy guests and low employee engagement. The company provided service training annually and in new employee orientation. They also had a guest e-survey, and yet, service levels were below expectations.
We developed and implemented a comprehensive guest service plan that corresponded with the casino’s brand and unique selling proposition. The plan was rolled out as a company-wide service program, tied not only into all other trainings throughout the year, but was supported by a meaningful measurement and employee recognition program, leadership development, internal communications plan and more.
The guest service plan greatly increased positive guest feedback and employee engagement was improved company-wide, as demonstrated through improved service scores and employee retention.