Leadership and Human Resources
Why not create a policy to help company morale? Having spent my career working for Tribes, I have always appreciated the focus on future generations and the generosity towards community and family. This focus is the foundation for many innovative workplace policies that I believe lead businesses to workplace balance. Years ago, I remember being…
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Why everything starts at the “top” for a culture of incredible service When I talk with executive leadership teams about what it is they are looking to accomplish with a guest service program, I’m usually told the same answer, “We want our frontline team members to create loyalty with our guests.” It has been my…
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What are you doing to solve it? One of the new questions that we added in Raving’s 2nd Annual Indian Gaming National Marketing Survey was to determine what the biggest challenges are that casinos will be facing in 2018. As you can see from the chart below with survey data, staffing challenges are a clear…
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The nuances of a self-funded health plan In Raving’s service expansion over the past 18 months, and as part of our new leadership, Raving now provides gaming organizations the capability to look at all areas of their operations for overall efficiencies. As a Native-owned company, it is especially important that we look at one of…
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Why everything starts at the “top” for a culture of incredible service When I talk with executive leadership teams about what it is they are looking to accomplish with a guest service program, I’m usually told the same answer, “We want our frontline staff to create loyalty with our guests.” It has been my experience…
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Are your non-engaged employees sabotaging your organization? My son graduated from college this year and recently landed his first “adult” job. It was amazing to watch him enter this next stage of his life. (And yes, paying the last tuition bill did provide a greater reason to rejoice!) I observed his anticipation of his first…
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How you onboard your “lumpys” will determine their value down the road Yup, you know who they are: those brand new, rookie employees, babes in wonderland … What we in the past in this gaming business used to call “lumpys.” Not only did we call them lumpys, or lumps, but we put them through the…
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As the summer season peaks, according to AAA, more people are on the road than ever before, traveling to their favorite summertime destination. Many of these stops now include Indian gaming resorts. In June, I did a Raving road trip throughout the Northwest, visiting tribal casinos near Seattle, then heading south, through Oregon to Northern…
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Employee “empowerment” has been a part of the business vocabulary for a few decades now. The term generally means giving team members the authority and the power to make a decision on behalf of a customer, typically one who has had a bad experience. Probably the most famous hospitality industry example of this is the…
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It’s good business and good for our soul! Long before Wal-Mart greeters, my grandmother, at 75 years old, decided that she was going back to work after being out of the workforce for nearly twenty years. She insisted on applying at Kmart as a greeter (she called it K “mark” – yes, with a “k”).…
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