Who should be informing the curriculums that form responsible and problem gambling programmes - and how involved should operators be in the training, education and awareness of these issues?
We have consulted with leading treatment professionals and researchers on problem and responsible gambling in forming our programmes since their inception. In the 1980s, that meant working with gambling behavior pioneers like Henry Lesieur and Julian Taber. Today, that means working with a new generation of clinicians and scholars on innovations in training, policy, and procedures.
Tese collaborations have been invaluable. Tere are many stakeholders in responsible gambling, and we all bring expertise to the table. Responsible gambling programmes must be informed by the latest research and clinical insights, as well as by the real life nuts and bolts of operating a casino. Tey must also be regularly reviewed and evaluated, both internally and externally, to ensure continuous improvement.
Spending and investing in prevention is always difficult to quantify, since by its nature, it yields few statistics. How should operators justify investment in social responsibility when it’s so difficult to measure the results?
Caesars’ corporate responsibility and corporate social responsibility programs began out of a desire to be a good corporate citizen and a recognition of our commitment to employees, guests and our planet. We have found that the caring culture has benefits that have come back to help the company through an engaged workforce and by communicating our citizenship programs to guests.
Te happier and more supported our employees feel, the better our team is able to provide exceptional level of service for our guests. Te correlation between
satisfied employees resulting in satisfied guests is consistently proven through input from our regular surveys — nearly 1,000,000 in 2015 alone.
Guest awareness of Caesars' Citizenship programs increased 4.4 per cent in the first quarter of 2016. Customer research shows that our guests care how Caesars manages its environmental impact.
Each year, more guests say Caesars commitment to CodeGreen influences their choice to stay and play at Caesars.
Is the industry currently on the right path and only needs to invest more, shout more about it’s good work - or is there a need for radical intervention - new technologies, new programmes, new initiatives?
As the pioneer of Responsible Gaming, we are always monitoring the science and literature on the topic and are always open to innovations that can improve our programs. Caesars has taken many pioneering steps, like our national self-exclusion program, our science- based training on customer interactions, and our national RG promotion via TV. Also every property has an RG Committee ensuring compliance with our RG policies and procedures.
Are there lessons that can be learned from adjacent industries, automotive, alcohol, tobacco etc., in the management of consumer trust and management of crisis situations should they occur?
We constantly keep an eye on other industries, particularly the industries that are tied to our business. Trough our Responsible Supplier program, for example, we are closely monitoring the industries and our vendors to ensure the companies we do business with align with the corporate responsibility philosophy at Caesars Entertainment.
Caesars has taken many pioneering steps, like our national self-exclusion
program, our science-based training on customer
interactions, and our national RG promotion via TV. Also every property has an RG Committee ensuring
compliance with our RG policies and procedures.
Prior to joining Caesars in 1999, Jan served two terms as Mayor of Las Vegas. She was the city’s first female chief executive and one of its most popular mayors, having been re-elected in 1995 by a 72 percent margin. While in office, Jan presided over an unprecedented period of economic, social and cultural expansion. She spearheaded a massive growth and redevelopment effort in the city’s once-neglected downtown neighborhood and was among the first mayors in the country to advocate for LGBT rights and issues as early as 1991.
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