Maryland Live! Casino has partnered with LRA Worldwide, Inc. (LRA) on a comprehensive guest experience measurement program. The new system will provide frequent measures on the delivery of quality guest service each guest touch point.
As the largest casino in Maryland with 4,200 slots, 189 table games and 52 poker tables, seven dining options, and multiple bar, lounge and entertainment outlets. The challenge for LRA was to design a program flexible enough to cover the array of options and robust enough to provide Maryland Live! leadership with the data required to drive improved performance and recognize high-achieving employees.
“LRA has been a tremendous resource in terms of the best practices in building our program,” said Robert Norton, president and general manager of Maryland Live! “Our promise to our guests is above-and-beyond guest care, and LRA has helped us quantify and measure that delivery across all of our offerings.”
In addition to shops that measure the holistic guest experience, LRA has designed and deployed very targeted programs for fine dining, table games and poker. The comprehensive mystery shopping program has played a key role in measuring performance not only from the guest perspective but from that of employees as well.
“Our work with LRA has been an integral part of our employee reward and recognition program,” Norton continued. “Our employees are the key ingredient to delivering exceptional guest experiences and inspiring guests to come back and visit us again.”
“Maryland Live! is fairly unique within our client base, as by all financial performance metrics they were far exceeding industry expectations,” said Rob Rush, CEO of LRA Worldwide. “Their willingness to roll up their sleeves and put an ongoing microscope on their operation in order to maintain their leadership position is commendable.”
LRA provides quality assurance audit and guest experience measurement services to many of the leading global, regional and local hospitality companies. In all, LRA’s Quality Assurance & Mystery Shopping group will conduct nearly 26,000 audits and mystery shops in 2014, many of them within the casino and gaming industry with clients such as Hard Rock Casinos, The Cosmopolitan of Las Vegas, Mohegan Sun and Commerce Casino.