t INVESTIGATING THE RELATIONSHIP BETWEEN ORGANIZATIONAL LEADERSHIP & PLAYER LOYALTY CHRIS PROVINCE – PRESIDENT, PLAYER PERFORMANCE GROUP SAMUEL DUTRO – DIRECTOR OF EMPLOYEE ENGAGEMENT, PRUDENTIAL DAVID OWENS – CEO, SKOKOMISH INDIAN TRIBAL ENTERPRISES INC.

Challenges To Service Differentiation Staff Experience Generational Values Property Location Brand Position What Else??? Leadership Challenges

Session Construct Defining The Way Moving From “Here” to “There” Presenting vs. Actual Problems Operationalizing Solutions

Areas of Responsibility Employees Show Up Speak Up Put Forth Effort Leadership Communicate Provide Context To Work Support Identify Values Relate Success to Efforts Provide Meaning

The Casino Service Profit Chain Internal Service Quality Employee Satisfaction Value Added Service Guest Satisfaction Guest Loyalty Revenue Growth Heskett, Jones, Loveman, Sasser, & Schlesinger, (1994)

The Casino Service Profit Chain Internal Service Quality Employee Engagement Value Added Service Guest Satisfaction Guest Loyalty Revenue Growth Province, Steinheider (2013)

Satisfaction vs. Engagement Satisfied Comfortable Happy Contingent Complacent Inward Focus Engaged Speak Positive Discretionary Effort Absorbed Proud External Focus Do we prefer SATISFIED or ENGAGED employees and guests?

Primary Antecedents of Engagement Employee Engagement Value Congruence McCain et al. (2010) Organizational Participation Wegge et al. (2010) Organizational Support Rich et al. (2010) Organizational Justice Saks (2006)

READY. FIRE. AIM. Identify Current State Define Future State Problem vs. Solution Mindset Presenting vs. Actual Problem

Operationalizing Leadership Basic Operating Controls Establish The Vision / Live The Mission Measure Performance Before Revenue Career Development Rewards & Recognition Communications Model To Relate All These!

Sample Measurements Job Task Efficiency – Work Order Completion – Percent Rated Play – Jackpot Processing Times – Machine Uptime – Hotel Occupancies / ADRs – Host player margins – F & B Shrinkage Expense – Cocktail Ring Per Person / Per Hour Loyal Player Count Employee Engagement Guest Satisfaction