Changing face of casino service

The role of casino employees, who play a central tenet in ensuring guest satisfaction, has had to pivot due to Covid-19 from that of being the perfect host to enforcing strict health and safety guidelines. While ultimately, this isn’t seen as a permanent change, in the short term it’s providing challenges for staff, who are also seeing a rise in emotional and angry behaviour from patrons, speakers participating in the Australasian Gaming Expo seminars said.  According to historical performance, after periods of economic downturn there has been an increase in gambling behaviour. After the 2008 financial crisis for example, gambling expenditure in Australia rose 10.4 percent in 2008. However, these punters tend to need to win the jackpot and can become emotional and angry when they lose.  According to a talk by Leigh Barrett, managing director of Leigh Barrett & Associates, this is a pattern already being noted in pubs and clubs...

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