Harrah’s Entertainment, Inc: Rewarding Our People Essay Example

99 seconds on how fast our employees get to our customers when called” (7, Case). Gain-sharing program has effectively implemented in casino industry, and it paid for employees to focus on customer service. However, this program has some weaknesses that limited the program expanding to the fullest.

While handshake was one of the contacts in customer service, employee still chosen less contact with customers, simply because he/she has to turn both palm up to the ceiling and roll back his shirtless to make sure the camera could record. This way was one way of company’s requirement to avoid employee had taken a bribe, but employee would feel very uncomfortable. Less contact was better than more. Moreover, one of the disadvantages of this program was individual and team effort, if the team missed their payout, individual would not get anything from the program.

If this continued long enough, employees would lose motivation, and he/she would not try hard to meet the company’s goal. In addition, the amount of customer satisfaction payout up to $200, this amount was not big enough for employee to commit in innovation ideals, or improve customer service program. Regardless some of weakness of gain-sharing program, Harrah has been successful in achieving results through its employee bonus program, its turnover has been dramatically dropped each year, and it provided the ideals of excellence customer satisfaction.