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Casino Solutions

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Casino Solutions

Signature Europe’s Casino Solutions are aimed at Casino establishments and Casino-Hotel properties. After extensive research on casino guest demands and perspectives, Signature Europe has designed solutions that effectively improve the casino guest’s gaming experience, thereby creating successful casinos.

Signature implements an organization-wide approach, working with each department in the Casino to develop a service strategy and behavioural standards necessary in creating customer delight.

We train your talent to embody the service culture that positively navigates every touch-point during the casino guest experience.

Signature’s training programs are supported by regular Quality Audits which assess employee progress and provide valuable insight into the casino guest experience created by your establishment.

The result is the creation of an environment of excellence: smiling employees, happy guests and a growing business.

Signature’s Casino Edge™ is a cross-functional training program, intentionally designed from the casino guest perspective, which helps employees create WOW experiences at every touch-point.

Results

  • Your employees have the skills and knowledge to provide a very personal, detailed and refined seamless service to casino guests.
  • The development of a team of professionals with impeccable standards that can effectively take care of casino guests from arrival to return.

Training Objectives

We train your talent on:

  • The “ENTERTAINMENT” business and the “ENTERTAINER”
  • Getting to know the New and/or Good Player
  • Communication and Interactive Skills: The Art of Listening, The Spoken Word and Body Talk
  • Knowing when and how to address a casino guest.
  • Tuning into the Player: Understanding what the casino guest wants.
  • Managing Player Personalities
  • Responding Effectively to Player Enquiries
  • Handling and Solving Casino Guest Complaints
  • Managing Difficult Situations
  • Wise Words: Selecting calming and persuasive vocabulary.
  • Setting Customer Service Standards
  • Appearance and Grooming Standards

Key Success Factor

Our extensive research on casino guest behavior and profound understanding of player psychology allows us to design innovative training material on how to adjust to players’ emotional patterns. This perspective is greatly appreciated by casino staff, who have contributed to the excellent reputation this program has in the casino market.

Signature provides continued support of the skills acquired from the Casino Customer Service Training Program via Mystery Guest Visits (Casino Mystery Player) which continually monitor skills development and employee performance progress.

The Conflict Resolution Program provides the knowledge and skills required to resolve conflict effectively in an environment that naturally displays both entertainment as well as diverse emotional patterns.

Results

  • Improved relationships within departments of the casino.
  • Improved relationships between departments of the casino.
  • Improved relationships with your casino guests.

Training Objectives

We train your talent to:

  • Understand the nature of “conflict”.
  • Comprehend the effects of different types of Conflict Management Behaviour.
  • Deal with different types of conflict in Casinos as follows:
  • Conflict between casino guests.
  • Conflict between casino and casino guest.
  • Conflict between supervisor and employee.
  • Conflict between employees.
  • Conflict with other departments.
  • Understand Aggression vs Assertiveness.
  • Create the desired WIN-WIN outcome.
  • Effective Communication techniques for conflict resolution.

Key Success Factor

Our extensive research and observations on casino properties allow us to fully comprehend the nature of conflict exposed to both the internal and external casino guest.

Signature provides continued support of the skills acquired from the Conflict Resolution Training Program via ongoing Personal and Group Coaching Sessions which continually monitor and assist skills development and employee performance progress.

During Signature Europe’s highly interactive, Player Entertainment training workshop, participants will learn tactics and techniques for improving their relationships with new and existing casino guests.

This targeted course is designed for people working in various areas of casino hospitality and provides them with the knowledge and skills required to entertain casino guests, thereby creating long-term positive memories of every encounter.

Results

  • Your people acquire the soft skills needed to engage players, make them have fun, show them a good time and welcome them back again.

Training Objectives

We train your talent to:

  • Become “experience managers”.
  • Manage first, last and lasting impressions.
  • Use verbal communication that engages the casino guest.
  • Respond with appropriate body language and avoid inappropriate gestures.
  • Understand the cultural idiosyncracies and superstitions of casino guests.
  • Read casino guest behaviours.
  • Know which conversational topics to use and which to avoid.
  • Know when to start a conversation and when not to.

Key Success Factor

Our extensive research on casino guest behavior has contributed to our profound understanding on casino guest needs at specific given moments. This allows our casino trainers to offer real experiences, making situational analysis in the trainings to be respected and appreciated by casino staff.

Signature provides continued support of the skills acquired from the Casino Customer Service Training Program via Mystery Guest Visits (Casino Mystery Guest) which continually monitor skills development and employee performance progress.

Signature Europe’s V.I.P. Prive Service program is specially designed to cover the sophisticated techniques of serving premium players, apart from refined hospitality fundamentals.

Results

  • The Prive team will have a clear understanding of Luxury Service Concepts.
  • A team of professionals with luxury standards to take care of the needs, wants & demands of V.V.I.P. players.

Training Objectives

We train your talent to:

  • Comprehend the demands of an exclusive gaming environment for select members.
  • Understand the difference in service demands between the PRIVE offering and the Casino Floor.
  • Provide a detailed and refined seamless service to V.I.P. players.
  • Provide service in accordance with luxury service etiquette standards.
  • Take care of the needs, wants and demands of V.I.P. players.
  • Refine their verbal and non-verbal communication.
  • Adjust to players’ emotional patterns.
  • Handle & solve premium player complaints.
  • Be aware of the cultural particularities and superstitions of casino guests.
  • Appearance & grooming standards of PRIVE staff.

Key Success Factor

Having had the privilege of partnering with casino management teams to set the performance standards for highly exclusive gaming environments, Signature Europe has an excellent track record in the strategic development of V.I.P and V.V.I P gaming experiences for high net worth individuals, international travellers and jet setters who enjoy playing in an upscale casino ambience.

Signature Europe’s Pit Boss Management training provides pit bosses with the knowledge, skills and tools required to develop employee performance, addressing individual and organizational challenges and facilitating the creation of a common service culture in casino establishments.

As Pit Bosses are key drivers in enabling a casino to become a high performing environment, the focus of the training is to attain the critical communication skills necessary to positively engage dealers and inspectors within the Pit.

Results

  • Pit Bosses achieve a greater understanding of their role as key drivers.
  • Pit Bosses extract the best out of dealers and inspectors within their Pit.
  • Pit Bosses contribute to the achievement of a high performing work environment.

Training Objectives

We train your talent to:

  • Apply effective communication techniques:
  • Pit Boss’s tone of voice.
  • Selection of appropriate words (triggers and calmers).
  • Body language (self-awareness and reading body indicators).
  • Timing and Pacing.
  • Understandand react appropriately to the tolerance levels of pit staff.
  • Comprehend the impact of effective coaching skills in attitudinal change.
  • Work on disengaged individuals and motivation levels.
  • Effective Questioning Techniques and Active listening.
  • Develop emotional intelligence and interpersonal skills.
  • Strengthen supervision and coaching skills with a focus on performance development.

Key Success Factor

Signature provides continued support of the skills acquired from the Pit Boss Training Program via ongoing Personal and Group Coaching Sessions which continually monitor and assist skills development and employee performance progress.

Signature Europe’s Executive Host training is designed to help executive host departments to develop strategies which align their dual role of “providing service to premium players” and “marketing the casino”. This training focuses on the casino hosts critical role in the procurement and retention of premium players.

Results

  • Casino Hosts develop procurement strategies.
  • Casino Hosts develop retention strategies.
  • Build and Maintain optimal relationships with casino guests.

Training Objectives

We train your talent to:

  • Align their roles: “Sales Person”; “Marketing Professional” and “Entertainer”.
  • Develop strategies for Past, Present & Potential Casino Players.
  • Understand & Calculate the Cost of Losing Premium Players.
  • Develop Player Profiles.
  • Record Preferences, Activities, Interests and Playing Motivations.
  • Recognize Player Types and Personalities.
  • Develop strategies on building and maintaining relationships.
  • Attract and service multi-cultural players.

Key Success Factor

Signature provides continued support of the skills acquired from the Executive Casino Host Program via ongoing Personal and Group Coaching Sessions which continually monitor and assist skills development and employee performance progress.

Signature Europe’s Internal Communication training is designed to help casino staff to develop their capacity to work effectively together. Through a carefully sequenced series of unique challenges and focused, facilitative discussions, the participants confront and address opportunities for increased communication, cooperation and initiative intra and inter departmentally.

Results

  • Enhanced co-operation, communication and co-ordination within and among departments.
  • Establishment of intra and inter departmental communication channels.

Training Objectives

We train your talent to:

  • Understand the procedural and personal dimensions of internal communication.
  • Evaluate their communication stage: forming, storming, norming and performing.
  • Develop strategies to enter the stage of “performing”.
  • Understand the impact of perception on communication.
  • Achieve the Right Mental Attitude.
  • Avoid behaviours that are detrimental to internal communication.

Key Success Factor

This training goes beyond effective communication skills to change of mindset. It applies change management techniques and the psychology of attitudinal and behavioural change in order to address and highlight the importance of communication and teamwork within organisations. Participants thoroughly enjoy this dynamic workshop as it is composed of a variety of fun and energetic challenges and team-building activities which reflect back on communication barriers within the workplace and facilitate discussion on how to improve internal communication.