Jim WhiteVice President of Guest Satisfaction

Julia CarcamoVice President of Brand Marketing

A CULTURAL REVOLUTION

A CULTURAL REVOLUTION

When the new management team took over, they embarked on a rebuilding program.

The vision: Making Isle of Capri Casinos the most courteous operator in EVERY jurisdiction in which we operated.

A CULTURAL REVOLUTION

We needed a hospitality and employee engagementprogram that was, in a word…

UBIQUITOUS.

A CULTURAL REVOLUTION

We embarked on one of the biggest initiativesin company history.

A CULTURAL REVOLUTION

The goal: Making every guest experience a memorable one using the tenets of basic hospitality to enhance the guest experience.

A CULTURAL REVOLUTION

In addition, this long-term objective of creating a culture of outstanding courtesy was key to enhancing the company-wide

image and raising shareholder value.

A CULTURAL REVOLUTION

THE CHALLENGE To create an energizing and informative program for

diverse functional areas of customer-facing employees that could still touch those who weren't customer-facing.

A CULTURAL REVOLUTION

It needed to include everyone on the staff.

EVERYONE.

A CULTURAL REVOLUTION

The courtesy program needed to be

SIMPLE, MEMORABLE AND FUN.Plus, it had to work anywhere.

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are needed to see this picture.See.Say.Smile. Training Video

A CULTURAL REVOLUTION

1. Look the guest in the eye

2. Smile as we handle the guests’ needs

3. Provide a fond farewell

THREE SIMPLE KEYS

A CULTURAL REVOLUTION

• It was the first time the concept of engagementwas introduced into the Isle of Capri culture.

• Top down ownership from the CEO and the Chairman of the Board was THE driver to success.

• Involvement permeated the entire company all the way down the line.

It gave us the avenue to create symbols of success.Plus, a little friendly competition never hurts.

THREE IMPORTANT POINTS ABOUT SEE.SAY.SMILE.

A CULTURAL REVOLUTION

Last year, we shared the story of how our employees had taken the brand pillar of fun and OWNED it.

A CULTURAL REVOLUTION

We learned that when employees understand and own the brand,

THEY CAN RUN WITH IT.

A CULTURAL REVOLUTION

Recently, we took a look at our food offerings.

A CULTURAL REVOLUTION

We saw that 25% of our guestseat in our buffets.

Of all of our offerings, outside of the slot floor,the buffet is where we have the biggest opportunity to

influence the guest experience.

A CULTURAL REVOLUTION

We got our Corporate team together… Then, we got our GMs together…

TO TALK…TO SHARE…TO LEARN.

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are needed to see this picture.Food Fascination

What fast food restaurant is credited with introducing the first modern-day drive-thru window?

A. McDonald’sB. Burger KingC. Wendy’s

In which country is spilling salt considered good luck?

A. AustriaB. JapanC. Chile

How many teaspoons of sugar does the average North American consume every day?

A. 9B. 19C. 29

How many different animal shapesare there in the “Animal Crackers”cookie zoo?

A. 15B. 18C. 21

What did McDonald's restaurantsfirst introduce in 1968?

A. Egg McMuffinB. Big MacC. Happy Meal

What breakfast food gets its name from the German word for “stirrup”?

A. BagelB. WaffleC. Pancake

When Birdseye introduced the first frozen food in 1930, what did the company call it?

A. Iced foodB. Frozen foodC. Frosted food

Which is the most recognized smellin the world?

A. PopcornB. Peanut ButterC. Coffee

What fast food restaurant was literally founded in a broom closet?

A. Dairy QueenB. Papa John’sC. Subway

When the power goes off, how long will food in your refrigerator stay cold enough to be eaten safely?

A. 4 to 6 hoursB. 6 to 8 hoursC. 8 to 10 hours

A CULTURAL REVOLUTION

1. Food Preparation

2. Procurement

3. Talent

4. Cost vs. Experience

WE BROKE IT DOWN…

A CULTURAL REVOLUTION

They took the message back home to their properties.

A CULTURAL REVOLUTION

And gardens started springing up as…

OUR FIELD OPERATORS BEGANTO OWN THE VISION.

A CULTURAL REVOLUTION

A CULTURAL REVOLUTION

A CULTURAL REVOLUTION

We started in Boonville, MO and created the first Farmer's Pick Buffet.

Five more on the drawing board.

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are needed to see this picture.Farmer's Pick Buffet Marketing Materials

A CULTURAL REVOLUTION

THANK YOUFor more information, please contact:

Jim WhiteVice President of Guest Satisfaction

Julia CarcamoVice President of Brand Marketing