Featuring Kelly Gregoire, VP of HR, on driving customer service excellence.
When guests visit a Caesars Windsor property, they want to have an exceptional experience. Through their feedback, the team at Caesars Windsor realized that leadership needed additional skills to drive that experience. Through a process known as ‘get me, guide me, root for me,’ leaders are taught to understand employees, coach them, and celebrate their successes. The program implemented increased customer service scores and leadership satisfaction ratings through a realistic and engaging development experience.