Employee turnover has long been, and still is, a key concern of casino management and operators.
New scientific research indicates that supervisors have a key role to reduce the turnover in their challenging and stressful 24/7 industry.
Supervisors can significantly improve employee engagement. The results of a scientific survey conducted among line level employees from 17 Macao casinos, published in the academic journal ‘Tourism Management’, suggest that three key changes will kill employee turnover and thus increase employee retention: Through group supervisors, department managers should provide more support to frontline employees.
Additional efforts should be made to retain motivated and satisfied employees, who consistently deliver superior service and focus on resolving customer complaints.
They should demonstrate appreciation and provide opportunities to accomplish career growth.
Both can impact the day-to-day work efforts of frontline employees.
The researchers also call for the use of technology solutions to meet the need for support.
“A successful information/communication system between managers and supervisors could establish an empowered casino culture.
Therefore, operators should provide department managers with a broad range of training opportunities that will result in improved managerial skills.
For example, with proper training on empowerment, department managers will improve their leadership skills in such a way that group supervisors will be empowered to act upon their own decisions and offer manager support to individual employees.
Supervisors consistently deliver their immediate managers’ messages to the frontline employees.
These messages include care for the personal lives of the individual employees, support for the employees’ ideas, on-the-job coaching, feedback regarding performance goals, and career development training.”“Casino HR directors should implement a group trust building program that incorporates listening to group members, sharing future goals of the casino, encouraging/inspiring employees rather than ordering/them, etc.”“To motivate employees to display high engagement, casino management and operators should first improve their employees’ perceived leader-member exchange.