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Hospitality & Gaming

Casino's, hotels, resorts and betting halls continue to benefit from Informed Sources service programs that focus on understanding the customer experience as well as providing an independent verification of their compliance to government legislation.

Facility Audit surveys tend to cover all key areas throughout the venue to assess the level of compliance to company standards, contractor key performance indicators (KPIs), health & safety requirements and government legislation. Common focus areas are:

  • security presence
  • high roller/VIP managers
  • bars & restaurants
  • entertainment theatres
  • general venue presentation & cleanliness
  • toilets & parenting rooms
  • signage (general & promotional)
  • gymnasium, pools & gardens
  • accommodation rooms
  • parking facilities

Promotional Compliance (including competitions) programs allow you to measure the level of compliance achieved for each scheduled promotion across the venue as a whole as well as within each department. They highlight areas that may be impacting the overall success of each campaign, be it signage placement, level of exposure or promotion/service knowledge of staff.

Mystery Shop programs are custom designed with each client to highlight key aspects relevant to their customers experience. It is not uncommon for these clients to have programs that include different surveys for multiple scenarios, for example: #1 telephone inquiry (latest show, dining deals, room rates..); #2 dinner and show experience; #3 overnight accommodation & room service experience, etc. Each survey is concise and tends to target core areas of telephone technique (including 3rd party call centres) / staff presentation, manner, selling skills and level of service. 

 

These results can greatly enhance your ability to effectively negotiate with contract suppliers (cleaners, security), lessees and event organisers. They can also form the backbone of a credible Reward & Recognition Program where the venue can formally acknowledge star performers with unbiased conviction.

 

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