Harrah’s Entertainment Essay

1. BACKGROUND2. UPDATING3. PEOPLE INVOLVED3.1 Philip SatrePhilip G. Satre, hidden investor since 2005. Mr. Satre was Chief Executive Officer of Harrahs Entertainment, Inc., a provider of brand casino entertainment, from 1994 to 2003 and a director of Harrahs from 1988 to2005, serving as death chair of the add-in from 1997 to 2005. Mr. Satre has held various opposite determines of increasing responsibility with Harrahs since 1980, when he joined the familiarity as debility president, frequent Counsel and Secretary, until his seclusion 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 celestial latitude 2009, and a director of NV Energy, Inc. since 2005 and its Chairman since 2008. Mr. Satre served as a director of suffice Aid Corporation from 2005 to 2011 and Tabcorp Holdings, Ltd. (Australia) from 2000 to 2007.Phil as CEO of the caller-up is in con sent with the strategies Harrahs adopted to give its customers a better go and gum olibanum to ensure and increase their loyalty, the first is the independence that the confederacy, ie, does not depend on shops, restaurants, bars and high school 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 trade Phil chose to invest in the and development intellectuals and technological capabilities that are needed to peck 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 entertainment company he has held the position of President since April 2001, Chief Executive since January 2003, and Chai rman since January 2005. He held various other executive positions at Caesars Entertainment Corporation from May 1998 to April 2001. From 1989 to 1998, Mr. Loveman was Associate prof 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 service management, and consultingand advising tremendous 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 bach 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 chief operating officer from 1998 until 2003. Under Lovemans leadership Harrahs began to focus on building loyalty and bringing more(prenominal) gamblers to the casino. Lov eman in any case established a rewards program for Harrahs employees 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 matchs the day-to-day operations of the properties. Mrs. Spiegel served in executive positions at Harrahs Entertainment, Inc., including aged(a) 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 working for Harrahs Entertainment, Inc. in 1988. Mrs. Spiegel is a member of the Las Vegas Visitors and Convention Bureau scorecard of directors.Marilyn lives and breathes Harrahs CRM culture, she says My job is to make money for Harrahs entertainment by cre ating a great climate for customers and employees.4. ORGANIZATIONS INVOLVED5. MAIN PROBLEM jibe to that manipulaten 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 meretricious accommodations. As we saw in the case, the company is very concerned round the management of client relationships and gathering information through customer service, they devote 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 omit more money on their facilities.This makes the experiences and new trends in customer service are made based provided on the opinions that make customers more money. And behold, when the service is bad for customers who rarely attend the place, because they give preference to precedential clients and there is no equal discussion to the client. According to a scallywag (www.tripadvisor.com.uk), a website known for the various reviews that users have to say about hotels and tourism, tack together that Harrahs has a considerable level of critical customer service as you tail assembly see belowHere we can see that there is a high level when the bad reviews, well consequently we can see that the majority is in customer serviceSo this is where we see the different views of users as followsOverpriced NO WIFI soggy 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 brush aside 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 mone y as a new customer who wants to know the hotel has to be the same way because the company cannot stay focused on a group of public, the company mustiness open the focus group to be able to grow so large scale.6. STRATEGY (SOLUTION)ANALYSIS QUESTIONSTo what extent is Harrahs in risk of a competitor copying its system?The risk is very high because the world of market competition is always present and always we see companies that want to copy the system of Harrahs, Harrahs system is so right 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 regaining 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 precondition to competitors for this they must train employees instilling values of honesty and gives them a social and pleasant working environment.