Casino Customer Service

Martin R. Baird
Robinson & Associates, Inc.
mbaird@casinocustomerservice.com
www.advocatedevelopmentsystem.com
www.casinocustomerservice.com
480-991-6420

The road to reducing costly employee turnover at casinos starts with the hiring process and its use of personality assessments.  Hogan Assessment Systems says casinos exacerbate their employee turnover problem when they fail to assess job applicants to see if they have what it takes to succeed.  Casinos should first assess the job opening itself by looking at the people who are currently doing it successfully and seeing what makes them tick.  Then use that as the benchmark for assessing candidates for the job.  Assess job applicants before making the hiring decision.

Martin R. Baird
Robinson & Associates, Inc.
mbaird@casinocustomerservice.com
www.advocatedevelopmentsystem.com
www.casinocustomerservice.com
480-991-6420

The  cost of replacing departing employees at mid-market casinos is expensive, but the cost is even greater at upscale properties.  Cornell University research shows that employee turnover at ‘mid-market and below’ properties in the hospitality industry costs $4,434 per new hire.  On the other hand, if a property is upscale, that cost skyrockets to more than $12,000 per person.  That likely holds true in the gaming industry as well.  Thus, if a casino’s vision statement includes words and phrases such as pre-eminent, leader, destination resort and the number one destination, its cost per lost employee probably is about $12,000.

Martin R. Baird
Robinson & Associates, Inc.
mbaird@casinocustomerservice.com
www.advocatedevelopmentsystem.com
www.casinocustomerservice.com
480-991-6420

The one area of operating a casino that suffers the most from employee turnover is productivity.  The productivity that is lost when employees fly out the back door is overwhelming.  It’s not just the direct loss of productivity from the person who left, but also the effect that departure has on the people who remain.  It doesn’t matter if the person who left was not a very good worker, the rest of the people around them are affected by the loss.  They feel like they’ve lost a part of themselves and that lowers their productivity.

Martin R. Baird
Robinson & Associates, Inc.
mbaird@casinocustomerservice.com
www.advocatedevelopmentsystem.com
www.casinocustomerservice.com
480-991-6420

Employee turnover is one of the most serious problems facing casinos today and it’s no wonder with the cost of replacing an employee running in the thousands of dollars.  According to research from Cornell University , the cost of bringing in a new hire for a complex job is $9,932 in the hospitality industry.  That should also hold true for the gaming industry.  Cornell says the cost of hiring a new employee for a less complex job is $5,693.  The majority of positions at casinos are complex.  This means that it costs casinos almost $10,000 every time an employee leaves and doesn’t come back.  That can add up quickly.

Martin R. Baird
Robinson & Associates, Inc.
mbaird@casinocustomerservice.com
www.advocatedevelopmentsystem.com
www.casinocustomerservice.com
480-991-6420