Brad Hirsch recently been assigned as General Manager and Senior Vice President at Harrah’s Metropolis Casino and Hotel in Metropolis, Illinois. The Casino is the world’s most diversified provider of casino entertainment.
In December 2014, Hirsch stood on the gaming floor was thinking about how to improve the customer service in the existing facility. This need reflected by customer survey and data on loyalty card usage, and increasing competitive environment across the casino industry.
Hirsch already improved customer service in three of his company’s casinos in Tunica, Mississippi through employee centered efforts that used to apply LEAN operating principles to improve services. Hirsch wanted to utilize the experienced he learned from those facilities, in the Metropolis location. However, the Hirsch other focus was to use a modified approach that could significantly improve the services with a team of internal experts who are more familiar about the facility environment.
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