Spectrum Gaming Group announced the latest 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
