Mark;
That was a great article, believe me that was only scratching the surface on how Harrah's how operates their businesses.

This is also scratching the surface...
Everything is geared to providing the guests great (not just good) service to drive customer loyalty. My main job activities at Harrah's is making sure that my employees are truely happy and empowered to do their jobs well and to provide open two way communication. The philosphy behind this is happy employees speak positively about your goods and services, employee retention and happy employees develop positive relationships with guests. A loyal guest stays longer, plays longer and visits more often.