Middle Management Movement By Michelle Pascoe

This week I chat with Peter Humphreys - Director of Gaming Machine Operations, Star Casino, Sydney. Peter’s philosophy is “learning everything” and in each of his roles he has worked the frontline to get a better understanding of what they do before making changes and decisions that effect the team. Multi-skilling staff so it isn’t groundhog day keeps them engaged and enthused, and allows them to better connect with the guests and create a memorable experience that will have those guests returning. When you have 40,000 guests visiting each day it truly is all about the “customer experience”.