Brad Hirsch (Caesars, USA)
Is the Customer Experience a Safe Bet?
Brad began his gaming career in 2003 at Caesars’ Las Vegas headquarters, where he helped lead the company’s customer service and quality assurance programs. While in this role, he was specifically responsible for the administration of and quantitative analytics behind the company’s robust customer service research program. Brad’s opening key note will dive head first into the company’s quality assurance program that leverages customer data received through the company’s loyalty card program to guide customer service research and process engineering. Brad will discuss how he developed the tools to enhance customer inquiry follow-up, designed measurement capabilities for service times, and helped design and deploy the basis for employee front-line service behaviors to drive improvements in service scores. Brad was promoted to the Vice President of service/quality assurance program for the Central Division where he developed service strategies, tools, and capabilities for all nine central division properties. Brad’s presentation will highlight how he deployed the quality assurance program at legacy Caesars properties after Harrah’s purchased Caesar’s Entertainment in 2005.
In 2006 Brad relocated to Tunica as director of slot operations for two Caesars-owned casinos, and was quickly promoted to regional vice president of slots for all three Caesars casinos in northern Mississippi. In 2008, Brad became vice president of operations for Harrah’s Casino & Hotel Tunica, where he oversaw table games, slots, and Total Rewards for the property. After Caesars piloted the application of Lean principals to further improve service and quality, Brad built and led a newly formed Lean group to propel a new spirit of process engineering within its Tunica facilities. Brad will open the UX Masterclass discussing how Caesars has proven the effectiveness of applying Lean within casino operations, and the company remains the first gaming company to integrate Lean into its culture.
More About Brad
Brad Hirsch is vice president and assistant general manager of Horseshoe Casino Cleveland, a $350 million casino development inside downtown’s Historic Higbee Building. He is responsible for all gaming operations when the casino opens in 2012, including table games, slots, food and beverage, facilities and security.
Hirsch brings a robust gaming operations background to Cleveland from Caesars Entertainment Corporation’s headquarters in Las Vegas, and from properties throughout the South and Midwest. He has worked within the Horseshoe brand for more than five years and has successfully applied Lean (Toyota Production System) principals to casino operations to improve customer service, build leadership teams, and develop engaged employee cultures.
Hirsch joins Horseshoe Cleveland from Mississippi, where he served as vice president and assistant general manager for two Caesars casino-hotel properties in Tunica.
A native of Louisville, Kentucky, Hirsch earned a bachelor’s degree in psychology from Miami University (Oxford, Ohio); a master’s degree in clinical psychology from Pepperdine University (Malibu, Cal.); and an MBA from Vanderbilt University (Nashville) with dual concentration in brand management and corporate strategy.
Event Hosts
