The hospitality industry
is the major provider of gaming facilities in Australia. While
this obviously provides significant income there is a very real cost.
Two areas where involvement with gaming creates real problems is image
and customer relations. You would expect that the primary focus of staff
in the hospitality industry would be HOSPITALITY - friendly, welcoming -
the epitome of customer service. While that's the way they'd like it to
be, the reality for most hospitality staff (particularly those involved
in gaming areas) is that their first role is that of a regulator. It is
their responsibility to oversee the responsible serving of alcohol as
well as responsible gaming - two areas where customers can be
notoriously sensitive. Combine this with the fact that (in certain
States in particular) the local hotel with gaming facilities is
portrayed regularly in the media as the main cause of gambling problems;
and it is easy to understand why such an image makes it difficult for
staff to enjoy and be proud of their job.
Carlton United have addressed this issue proactively - with fun! Across
Victoria, South Australia and Queensland many of their gaming rooms have
been branded 'Joker's Wild'. The theme of humour and fun is integrated
throughout the venue: fun signs, fun activities, fun staff (all staff
are issued with their own joker's cap).
Staff receive training in creating and delivering fun promotions. They
are encouraged to draw on their own creativity to introduce fun into the
customer area. They are also made aware that the fun starts behind the
scenes. They need to find ways to increase the level of humour
throughout the working day. If they can't have fun with each other, they
can't expect to create fun in customer interactions.
The results are positive. Staff appreciate being involved in creating
the fun - meaning less turnover. The customers who are attracted to the
lively, fun atmosphere of a 'Joker's Wild' tend not to be compulsive
gamblers. The focus is on gaming as an activity you do to have fun...and
you don't have to win the jackpot too do that.
© 2002
Kevin Ryan
Other articles: In-Flight
Fun Fun in 'The Fridge' It's
like baking a cake! 16 Ways to bring
fun to your workplace Training Fun
These are examples
of the value of humour in business, the subject of my keynote
presentation "Bottom-Line Humour – making fun a profit
factor". I also conduct training seminars for staff in Humour in
the Workplace.
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