Harrah's Entertainment Essay

Harrah’s Entertainment Inc., named Caesars Entertainment Corp. in 2010, is the largest casino company in the world. Its success could be attributed to its low turnover compared to other companies in the industry, its incentive plans to motivate employees, and management by top industry leaders. This case will focus on the motivation and reward practices at Harrah’s, its effectiveness, and possible modification or alternatives to the prevailing policies. The incentive plans have three most effective elements are lowering turnover, improving customer services, and contributing to overall employee performance. First of all, Harrah’s Entertainment is lowering turnover. Because the current incentive play makes high employee turnover which is not working to improve customer service, so Harrah’s management is lowering turnover. “Turnover rates were estimated to be higher than 70%, but there was no quality reporting on turnover, no information on average tenure, and no analytical breakouts of how different areas

Since it is an entertainment company, the largest casino company in the world, it begins to care about customers’ feeling and mood more. A good service always can retain the most of customers. Just like Love man said, “to the employee, bad customer service and little contact was better than too much customer interaction and losing your job. Providing service in gaming is also hard because customers are often losing. But good customer service can make customers feel like even if they don’t win, they got an experience they were willing to pay for, they had a good time. That’s what we want our customers to experience.” In fact, when customers loss money, their mood would be the worst. At that time, they need comfort. They come to the entertainment place to relax themselves, not boost pressure. If they meet any bad service, they will think why they waste money here even they