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Anyone who has spent any time “back of the house” can attest to the stressful workplace environment that casinos can often become. Gaming patrons can be very needy at times, an entitlement that comes with the significant sums of money spent on wagering and other non-gaming amenities. The burnout with waitstaff and casino hosts and other jobs directly interfacing with guests is very real and is addressed by the best operators who understand the value of these front-line employees.

It was refreshing to hear Encore Boston harbor President Jenny Holaday talk about the importance of satisfied and engaged employees on a recent segment called “CEO’s You Should Know” on WBZ radio out of Boston. She stresses the importance of an “employee-centric culture” that ultimately translates into a great guest experience. Please click the link below to hear her take on the subject:

Listen to the interview “CEO’s You Should Know”