Vector Solutions soon will launch a library of online training courses specifically for hospitality employees in casino-resorts.
The initial 20-course catalogue will become available in March. Vector already offers more than 150 courses for gaming operations, including training for AML compliance, responsible gaming, sports betting, and customer loyalty programs.
“Casino hotels and resorts are a unique function of several different businesses,” said Lauren Melcher, Vector’s senior sector manager for casinos and gaming. “The focus (of the new courses) is guest-service excellence and providing a consistent guest experience” throughout a customer’s visit, from the parking valet and hotel front desk to restaurants and the gaming floor.
Vector provides software tools for training, workforce management, and risk mitigation in a variety of industries. Its casino and gaming branch, based in San Diego and formerly known as Casino Essentials, trains more than 200,000 employees a year from more than 400 commercial and tribal casinos, card rooms, and online platforms.
The new courses cover a variety of topics, including:
- Beyond Check-In: Customer Service at the Front Desk
- Event and Banquet Management Basics
- Upselling and Cross-Selling Techniques
- Group Sales and Event Management
- Strategic Decision-Making and Hotel Profitability
The complete course list and a sign-up for those interested in receiving updates about the program are available here.
The interactive video courses are available through the Vector Learning Management System and are compatible with most other online training systems. Melcher said clients can supplement the training with their own videos, quizzes, surveys, and details about individual policies or procedures.
“That’s one of our most commonly used features inside the learning management system,” she said. “Maybe it’s a message from the GM or VP of Operations explaining why the training is important. That really elevates the experience for your employees.”
The courses typically last an hour or less and are available for all employee levels, from new hires to executive-level management and strategic planning. The learning management system enables supervisors to assign courses to a group of employees and track progress. It also can identify learning gaps, such as which questions generate the most errors.
Melcher added that the course narration can be translated into more than 20 languages with a mouse click. “We know the casino and resort employee base is diverse in nature, so we want to make sure all the employees, regardless of their primary language, understand the guest service and requirements,” she said.
Melcher said Vector plans to continue adding casino courses throughout the year, including ones focusing on table games, security, and surveillance. Last year, the company began a course in player development and another on the basics of casino operations for employees new to the industry.
“We’ll continue to expand as we focus on the needs of each of those individual departments that are like their own ecosystem within the bigger operation,” she said.
