Harrah's Casino
As I was reading the Harrah’s Casino paper, I was thinking back to when I stayed at their Las Vegas location a few years back when the incentive plan was first being introduced. I remember how fantastic the staff was, and know I know why. I think the incentive plan was a great idea. It was a way to get employees motivated quickly and keep them motivated for a short while. Eventually though, the plan ran out of steam and employees were fed up with it. I think the plan can be salvaged if the HR department reinvigorates it by changing the types of goals the employees must meet. They could still be customer service related goals, and maybe the teams could be smaller and there could be non monetary rewards involved as well. Something the whole class agreed on was rewarding those teams who kept their customer service ratings at a constant level from quarter to quarter. The HR department should also look into how to individualize the reward system, so those that aren’t pulling their weight can be found out and worked with or just terminated. The incentive plan should be maintained but slightly altered for Harrah’s Casino to achieve the same kind of results as when it was first implemented.
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