We are the only firm serving the casino industry to utilize customized, self-instructional texts for the training of front-line employees. Our ‘programmed’ manuals are self-guided and tailored to each client. This kind of learning is widely favored by Fortune 500 companies and the military for unequaled teaching effectiveness.

We currently offer three separate self-study manuals that can be adapted to any property.

“Deliver Outstanding Customer Service.”

In order to succeed in today’s competitive climate, customer service must become the foundation of everyone’s job. Loyal customers who decide to return are a source of revenue for the casino and provide income for the employees. By helping to improve customer service behavior on a daily basis, your employees will be helping to create something good for themselves and the casino.

The pattern of success in customer service is clear cut and well known. The difficulty for a casino is not so much in having the employees ‘know what to do’ as it is in persuading them to do it correctly, day after day.

Here is a training and development tool designed to help your work teams understand that, no matter what their job title, department or level of experience, one of their most important roles is in satisfying each and every casino customer.

Delivering great customer service doesn’t happen by accident. Now, here is a text designed to give your employees a path to delivering service that meets, and exceeds, the customer’s expectations.

“Front-Line Casino Management”

No one can become good at managing a department just by simply wanting to. Nor can they become good at casino management through a love of gaming alone.

An effective front-line manager or supervisor, who enjoys real success, is not an accident of heredity. He or she is, instead, someone who has learned what managing is all about and has mastered a few simple techniques.

Front-line managers must see their departments as true teams that are their own to lead. Their departmental team, made up of men and women who know one another and routinely interact, are stitched together not by memos but by the front-line manager’s leadership and positive example.

Here is a training tool designed to help a front-line manager understand, and then apply, specific knowledge, skills and work habits. The manual also shows these managers how to reach their objectives and to see how their department’s success can help the entire property to prosper.

People who are good or outstanding in casino management, who become exceptional performers, are people who have paid their dues. They studied what to do and practiced doing it, getting all the help they could along the way.

“Understanding the Bank Secrecy Act”

The Bank Secrecy Act (BSA) was enacted into law in 1970 and it requires much of a casino. Here is a training and development text designed to fully educate your employees and, ultimately, to help them ‘make a difference.’

Ours is a training and development tool designed to help your work teams understand and master the BSA as it pertains to the operation of a casino.

Written in an easy to follow, self-instructional format, “Understanding the Bank Secrecy Act” will give your people insights into how they can perform their jobs in support of the casino’s BSA anti-money laundering compliance program.

The BSA requires each casino to present and evaluate an anti-money laundering compliance program as a safeguard against criminal behavior. Regardless of their position in the casino, it is important for your employees to be aware of the Act, its forms and purpose.