Harrah’s Entertainment Essay

1. BACKGROUND2. UPDATING3. PEOPLE INVOLVED3.1 Philip SatrePhilip G. Satre, Private investor since 2005. Mr. Satre was Chief Executive Officer of Harrahs Entertainment, Inc., a provider of branded casino frolic, from 1994 to 2003 and a director of Harrahs from 1988 to2005, serving as Chairman of the Board from 1997 to 2005. Mr. Satre has held various other positions of increasing business with Harrahs since 1980, when he joined the company as Vice President, General Counsel and Secretary, until his retirement in 2005. Prior to joining Harrahs, Mr. Satre practiced law in Reno, Nevada. He has been a director of International Game Technology since January 2009 and its Chairman since December 2009, and a director of NV Energy, Inc. since 2005 and its Chairman since 2008. Mr. Satre served as a director of ritual Aid Corporation from 2005 to 2011 and Tabcorp Holdings, Ltd. (Australia) from 2000 to 2007.Phil as CEO of the company is in accordance with the strategies Harrahs adopted to giv e its customers a better receipts and thus to underwrite and development their loyalty, the first is the independence that the company, ie, does not depend on shops, restaurants, bars and high income has come from their own casinos and second concerns the relationship of the company with his frequent customers because this leads to an increase compared to the benefits that would bring to the companyOn the other hand Phil chose to invest in the and development intellectuals and technological capabilities that are needed to collect and analyze data on customers.3.2 Gary Loveman Gary Loveman has served as a member of Coachs Board of Directors since January 2002. Mr. Loveman is the Chairman, Chief Executive Officer and President of Caesars Entertainment Corporation (f/k/a Harrahs Entertainment, Inc.), a casino sport company he has held the position of President since April 2001, Chief Executive since January 2003, and Chairman since January 2005. He held various other administrator positions at Caesars Entertainment Corporation from may 1998 to April 2001. From 1989 to 1998, Mr. Loveman was Associate Professor of Business Administration, Harvard University Graduate School of Business Administration, where his responsibilities included teaching M.B.A. and executive education students, research and publishing in the field of helper caution, and consultingand advising large service companies.Mr. Loveman serves as a Director of Caesars Entertainment Corporation and FedEx Corporation, and is a member of the Board of Trustees at Childrens Hospital Boston. He holds a unmarried man of Arts degree in Economics from Wesleyan University and a Ph.D. in Economics from the Massachusetts Institute of Technology.Loveman served as Harrahs Entertainments forefront operating officer from 1998 until 2003. Under Lovemans leadership Harrahs began to focus on building loyalty and bringing more gamblers to the casino. Loveman also established a rewards program for Harrahs emplo yees of all levels, based on customer satisfaction.3.3 Marilyn WinnMarilyn Winn is the President of Wynn Las Vegas, LLC, owner and operator of Wynn Las Vegas and Encore Las Vegas where she over satisfys the day-to-day operations of the properties. Mrs. spiegeleisen served in executive positions at Harrahs Entertainment, Inc., including of age(p) Vice President and General Manager of Harrahs Las Vegas and the Rio All Suite Hotel and Casino, Senior Vice President of Human Resources, Senior Vice President and General Manager of Harrahs Shreveport Hotel & Casino in Louisiana and Vice President of Human Resources for the companys Southern Nevada operations. Mrs. Spiegel began work for Harrahs Entertainment, Inc. in 1988. Mrs. Spiegel is a member of the Las Vegas Visitors and Convention Bureau board of directors.Marilyn lives and breathes Harrahs CRM culture, she differentiates My job is to consecrate money for Harrahs entertainment by creating a great climate for customers and empl oyees.4. ORGANIZATIONS INVOLVED5. MAIN PROBLEMAccording to that seen in the case, Harrahs is a company that provides entertainment and accommodation in resorts located in the United States. Itis one of the largest companies that offer entertainment and luxurious accommodations. As we saw in the case, the company is very concerned about the management of client relationships and gathering information through customer service, they generate what they call customer insights which used to contribute to the experience customer on site and the service provided . But there is a problem in all this is that according to the text, are based on surveys of their best customers, those who spend more money on their facilities.This makes the experiences and new trends in customer service are made based only on the opinions that make customers more money. And behold, when the service is bad for customers who rarely hang the place, because they give preference to senior clients and there is no equ al cut acrossment to the client. According to a page (www.tripadvisor.com.uk), a website known for the various reviews that users have to say about hotels and tourism, found that Harrahs has a considerable level of critical customer service as you preempt see belowHere we can see that there is a high level when the bad reviews, well then we can see that the majority is in customer serviceSo this is where we see the different views of users as followsOverpriced NO WIFI Dirty Glass in Room Go ElsewhereIn conclusion, we can see that the company has flaws in the customer service industry only focuses on improving customer experiences which have more money, but relates to neglect or treat with new clients of the company and this is where most of the complaints are .The company has to conduct a study and improve treatment for all the public, since the treatment for a person with so much money as a new customer who wants to know the hotel has to be the same way because the company canno t stay focused on a group of public, the company must open the focus group to be able to grow so large scale.6. STRATEGY (SOLUTION)ANALYSIS QUESTIONSTo what extent is Harrahs in danger of a competitor copying its system?The risk is very high because the world of market competition is evermore present and always we see companies that want to copy the system of Harrahs, Harrahs system is so good that is under scrutiny of other companies, if any competitor is filtered and copy the Harrahs system could be a serious situation because the competitor could take Harrah customers, it is very easy for a company to be filtered so Harra must make a supervise to ensure that the information is not given to competitors for this they must train employees instilling values of honesty and gives them a friendly and pleasant working environment.