Casino & Hospitality

Casino & Hospitality

May 28th, 2011 // 3:34 pm @ eileenwebb

The casino industry believed itself to be recession-proof, but a slow economy and increased competition presented challenges to the Carson Nugget. The Carson Nugget met those challenges by pulling together a Strategic Operations Solutions team that included financial, leadership, marketing, and food and beverage experts working with the management team.

The Management Solution

Streamline Consulting, represented by Eileen Webb, was brought onboard as the lean engineer on the team. Eileen assessed the opportunities to improve costs and set targets for staffing. She helped them improve, standardize and document procedures – service levels have improved and the casino is the first to obtain ISO 9000 certification. She also worked on creating incentive plans to reward behaviors the owners and management wanted to reinforce. As a result, the casino reduced labor costs by 20% while improving customer service.


Category : The Success Stories

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