NATURE OF ASSIGNMENT:
Primary: Company Services / Turnaround Management
Primary Industry: Leisure & Service
Company: Major Hotel & Casino in Las Vegas, NV
Situation: The Company was experiencing poor customer satisfaction and a low level of operating profits.
Focus Scope: A Focus Professional was asked to improve profitability of the 5,000 room hotel portion of the casino.
Tasks Performed: Our Professional proposed a plan of action to improve both the service and profitability of hotel operations. All food outlets were leased to 3rd parties and the operating procedures of the hotel were restructured. Other actions included restructuring room service and creating special check-in and check-out procedures for “high roller” customers.
Results: The Company implemented the program and was successful in achieving higher operating profits and customer satisfaction.