Workforce Friday: Customer service at Horseshoe Casino

Workforce Friday: Customer service at Horseshoe Casino


PULSE 11.
WE’RE AT THE HORSESHOE
CASINO, HERE IN DOWNTOWN
BALTIMORE, FOR OUR WORKFORCE
FRIDAY.
I DIDN’T REALIZE HOW BIG THIS
PLACE WAS.
THE CASINO FLOOR COVERS 122,000
SQUARE FEET, FEATURES 2,000
SLOTS, AND 200 TABLE GAMES.
1900 EMPLOYEES WORK HERE.
24 HOURS A DAY.
BECAUSE, OF COURSE, THE CASINO
NEVER CLOSES.
THEY DON’T CLOSE.
IT’S LIKE TIMES SQUARE.
IT KEEPS GOING.
AND AS YOU MIGHT IMAGINE,
SECURITY IS A BIG DEAL AT ANY
CASINO, INCLUDING THIS ONE.
RIGHT.
AND DAN GRIFFIN IS HERE, A
SHIFT SUPERVISOR.
TAKES CARE OF A LOT OF SECURITY.
YOU SAID THIS IS PART CUSTOMER
SERVICE AND PART SECURITY?
THIS IS ABOUT 90% CUSTOMER
SERVICE AND 10% SECURITY, SO IT
ALL CENTERS AROUND JUST ENGAGING
THE GUESTS AND MAKING SURE THAT
THEY HAVE WHATEVER THEY NEED.
TAKING CARE OF WHATEVER SERVICES
THAT WE NEED TO PROVIDE.
REALLY, MAXIMIZING THE BENEFITS
THAT WE HAVE HERE.
AND DARREN, I’VE BEEN HERE
SINCE THE GET-GO?
DAY ONE.
I’VE BEEN HERE SINCE THIS PLACE
WAS DIRT, IT WAS A CONSTRUCTION
SITE.
WE HAD TO WEAR HARD-HATS EVERY
DAY.
NOW, IT’S — WE GET TO ENJOY THE
FIRST OF THE, THE FRUITS OF THE
LABORS.
AND YOU WERE TALKING ABOUT
PART OF THE TEAM IS INSPIRING
YOUR CREW?
EXACTLY, INSPIRING AND
TRAINING AND MOTIVATING THE
CREW, BECAUSE WE HAVE GOT TO BE
HERE SO EARLY IN THE MORNING,
THAT WHEN THE CUSTOMER COMES IN,
WE NEED TO MATCH OR TO SUPERSEDE
THEIR INTENSITY.
IT STARTS EVERY MORNING WITHOUT
THE BUZZ SESSION AND WE GET
EVERYBODY UP AND MOTIVATED.
AND THEY BECOME HERE.
AND YOU TALKED A BIT ABOUT
THE WORK IN THE COMMUNITY THAT
YOU DID WHEN YOU FIRST GOT HERE,
TONY TALK ABOUT REELING PEOPLE IN AND
MAKING THEM UNDERSTAND THEIR
OPPORTUNITY.
YEAH, TONS OF OPPORTUNITY
THAT ARE HERE.
WE HAVE SEVERAL DEPARTMENTS,
THAT PEOPLE CAN ENGAGE IN, SO IF
SOMEBODY WANTED TO COME IN AND
WANTED TO BE THE FRONT LINE
SECURITY EMPLOYEE, ONCE THEY GOT
HERE, THEY COULD SEE THE
OPPORTUNITIES ARE HERE TO WORK
IN MARKETING OR WHATEVER THE
CASE MAY BE.
ALL CENTERED AROUND THIS PLACE.
ALL RIGHT.
DARRIN GRIFFIN, THANK YOU
VERY MUCH FOR JOINING US.
MY PLEASURE.
HAVE A GOOD DAY AT WORK.
THANK YOU.
TAKE CARE.
I HOPE NOTHING CRAZY HAPPENS.
YET, ANOTHER ONE, HE WAS
STRAIGHT LACED THERE, HE KNOWS
HOW TO HAVE A GOOD TIME.
ANOTHER ONE I WOULD NOT STAND IN

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