The gaming industry has so much competition that in order to stay on top of challenges and opportunities, guest experience and mystery shopping must be an integral part of their operation. To ensure the casino is paying attention to the happiness of its visitors and is committed to making their stay at the casino a memorable one (which encourages repeat business), the casino must stay ahead of the game in terms of loss prevention and customer service. Nevada casinos should be aware of the special circumstances of their state laws in regards to mystery shopping, so please see our mystery shopping in Nevada page.
Here is a list of services HS Brands can provide the gaming industry:
Casino Mystery Shopping
HS Brands excels in casino mystery shopping. We guess you can call it our niche. We can check any and all parts of a large-scale casino/resort for you during your casino mystery shops or hotel mystery shops. We can check if housekeeping leaves exactly 7 towels in the bathroom, how the staff act when you ask for a player’s/loyalty card, or how long the valet takes to get the car. These are just a few things we can look for at your establishment. However, we can tailor different mystery shops to look for specific details or an overall experience.
Bar Spotting
Because of the nature of a casino, you want to make sure all of your patrons are happy and having a good time. Sometimes we need to look at the bar staff to determine if they are serving alcohol responsibly, handing cash correctly and how they impact the guest experience in the gaming establishment. This can improve how bartenders handle cash, divide tips correctly between employees, and return the most profit to the casino or bar.
Loss Prevention
The Mershimer Group can provide your property with a full-scale loss prevention alternative to in-house loss prevention. We specialize in casino mystery shopping, hotel mystery shops and loss prevention. We can provide services such as operational audits, integrity shopping, bar spotting, employee hotline, investigations, loss prevention meetings and awareness meetings.
E-Surveys
We can build a customizable post-visit E-Survey that can be e-mailed out to your customers for quick response. The data is then collected and presented through our Sherlock system for you to dissect using the same tools used with your mystery shopping data. You can combine the data with the mystery shopping data or export all of the data out of the system to be used elsewhere. This allows you to tap into what your actual customers think of their experience after they depart from your casino. E-Surveys can be used in addition to hotel mystery shops to ensure a healthy balance of data.
Smartphone Instant Surveys
Because of advancing technology, guests at a casino can take a survey in between bets at a slot machine. Guests can download the application, answer a few simple questions and then get a “Thank You” text message back. You can couple this with an incentive such as bonus slot play money, a $5 off coupon to a restaurant or enter them for a chance to win a free night at your resort.
