Many casino operators employ the services of mystery-shopping programs to help ensure that their employees meet high standards of customer service.

The gaming industry, however, is both complex and highly regulated. We perform various related services directly for casino operators that take full advantage of Spectrum’s expertise in gaming management and regulation. We can also provide such services to add value to existing mystery-shopping programs. We understand what motivates casino customers, and what keeps them coming back. That knowledge is vital to ensure that mystery shopping programs produce an optimal return on investment.

Spectrum Gaming Group, which regularly observes and benchmarks consumer satisfaction in many critical areas, now offers a new addition to its casino-oriented suite of services: confidential casino audits.

The new service, which has already been met with success in different gaming markets, leverages Spectrum’s depth of experience in casino operations by conducting anonymous covert interactions with gaming staff. This service supplements Spectrum’s consumer-service audits, which already measure customer satisfaction in various critical areas.

Spectrum Vice President Harvey Perkins, with nearly three decades of experience in casino operations in positions ranging from dealer to assistant general manager, oversees the auditing service.

“We offer casino operators a view of their operations through the eyes of a team of experienced professionals,” Perkins said. “Qualified Spectrum professionals interact as players with gaming staff members. This vantage point would simply be otherwise unavailable to management.”

Spectrum employs a depth of experience in gaming operations and regulation not offered by traditional mystery-shopping programs or other consultants. Spectrum has developed and refined various techniques that would measure, among other things:

• Compliance with regulations
• Courtesy and professionalism
• Adherence to company policy and procedures
• Condition and control of gaming equipment
• Procedures regarding the evaluation and issuance of player complimentaries

“Recently conducted audits at various casinos have revealed unprofessional and unethical employee conduct, player mismanagement and questionable operational practices with respect to compliance, staff integrity and ethics,” said Spectrum Managing Director Fredric E. Gushin, a former regulator and Assistant Attorney General in New Jersey. “As with all our services, these confidential audits provide critical gaming knowledge to our clients to help save money, improve operations and ensure compliance with regulations.”

Spectrum already deploys experienced accountants and others with operational and regulatory experience to audit internal controls, marketing programs and other areas.

For more information, contact Harvey Perkins at 609-601-6514 or by email at perkins@spectrumgaming.com.