Advisory Board: Governor Kenny Guinn, Chairman; U. S. Senators Harry Reid and John Ensign, Vice Chairmen; U. S. Representatives James Gibbons and Shelley Berkley, and Las Vegas Mayor Oscar Goodman, Executive Directors.
U. S. Secretary of Labor Elaine Chao
Chairperson
Dr. Tony T. Lei
President
Dr. William N. Thompson
Director of Public Administration Institution
Dr. E. Lee Bernick and Dr. G. Keong Leong
Deans of Graduaute School of Business and Public Administration
Dr. Sue Fawn Chung
Director of Culture Institution
Justice of the Supreme Court William Maupin, Atorney General Brian Sandoval, and District Judge Stewart Bell, Honorary Chairmen of Clark County District Attorney and Police Civil Commission (CCDAPCC)
District Attorney David Roger and Sheriff William Young
Chairmen of CCDAPCC
(702) 255-9058
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*****Words of wisdom which are worth for reading***** By GSBPA of WBTI

"Rapid changes in technology and global competition have combined to reshape the corporate landscape. Corporate management has responnded to these changes by iniatating sweeping changes. The introduction of new technology may be touted as a productivity booster and turn out instead to be a total bust. Whatever the problem may be, you're the one who has to deal with it on a daily basis. Even when new ideas are well thought out, there are still problems in putting them into practice within your group," George Fuller wrote in the 'Introduction' of his book, "Win/win management: leading people in the new workplace."*1

There are lots of common headaches most of supervisors and leaders have to confront. "It's easy to understand how the broad scope these problems can easily lead to a less than steller attitude toward your job. However, adoping a sense of futility only serve to make matters worse. On the other hand, maintain a positive attitude helps you place things in perspective and can make coping eith problems a lot easier to do."*2

To initiate our programs more effectively for the people and communities who are interested to participate the programs, we need to emphasize the spirit of positive attitute and positive thinking. The following are words of wisdom which are worth reading collected by the Graduate School of Business and Public Administration (GSBPA) of Washington Business and Technology Institute (WBTI):

***"Few things help an individual more than to place responsibility upon him and to let him know that you trust him." --- Booker T. Washington
***"The reward for work well done is the opportunity to do more." --- Jonas Salk, MD
***"Those who trust us, educate us." --- George Eliot
***"Art is the signature of civilizations," --- Beverly Sills
***Jesus said, "Everyone who bears these words of mine and puts them into practice is like a wise man who built his house on the rock. The rain came down, the streams rose, and the winds blew and beat against that house; yet it did not fall, because it had its foundation on the rock." --- Matthew 7:24-25 "Bible"
***"A book is a sucess when people who haven't read it pretend they have."
--- Los Angeles Times Syndicate
***"Anything you're good at contribute to happiness." --- Bertrand Russell
***"He who never made a mistake never made a discovery." --- Samuel Smiles
@*****
***If you call out for insight
and cry aloud for understanding,
and if you look for it as for silver
and search for it as for bidden treasure,
then you will understand the fear of the LORD
and find the knowledge of God.
For the LORD gives wisdom,
and from his mouth come
knowledge and understanding.
--- Job 28:28 "Bible"
***"Reserach is formalized curiosity. It is poking and prying with a purpose." --- Zora Neale Hurston
***"The naked truth is always better than the best-dressed lie." --- Ann Landers
***"Luck is a matter of preparation meeting opportunity." --- Oprah Winfrey
***"Autumn is a second spring when every leaf is a flower." --- Albert Camus
***"The secrette of joy in work is contain in one word -- excellence. to know how to do something well is oto enjoy it." --- Pearl Buck
***"Management is nothing more tnan moivating other people." --- Lee Iacocca
***"Imagination is more important knowledge. --- Ablbert Einstein
***"No great artist ever sees things as they really are. If he did, he would cease to be an artist." --- Oscar Wilde
***"A man is not finished when he is defeated. He is finished when he quits." --- President R. M. Nixon
***"The only way of discovering the limits of the possible is to venture a little way past them into the impossible." --- Arthur C. Clarke
***"What would life be if we had no courage to attemp anything." --- Vincent Van Gogh
***"If a window of opportunity appears, don't pull down the shade." --- Tom Peters
***"If your ship doesn't come in, swim out to it!" --- Jonathan Winters
***"If you can find a path with no obstacles, it probably doesn't lead anywhere." ---Frank A. Clark
***"Pay peanuts and you get monkeys." --- Anonymous
***"Small opportunities are often the beginging of great enterprises." --- Demosthenes
***"The trees that are slow to grow bear the best fruit." --- Moliere
***"Luck is a matter of preparation meeting opportunity." --- Oprah Winfrey
***"Freedom is the oxygen of the soul." --- Moshe Dayan
***"Plans fail for lack of counsel, but with many advisers they succeed." --- Proverbs 15 : 22 "Bible"
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References

*1. Fuller, George. (1998). "Win/win management: leading people in the new workplace". London: Prentice Hall, Inc.
*2. Ibid.

Advisory Board: Governor Kenny Guinn, Chairman; U. S. Senators Harry Reid and John Ensign, Vice Chairmen; U. S. Representatives James Gibbons and Shelley Berkley, and Las Vegas Mayor Oscar Goodman, Executive Directors.
U. S. Secretary of Labor Elaine Chao
Chairperson
Dr. Tony T. Lei
President
Dr. William N. Thompson
Director of Public Administration Institution
Dr. E. Lee Bernick and Dr. G. Keong Leong
Deans of Graduate School of Business and Public Administration
Justice of the Supreme Court William Maupin, Attorney General Brian Sandoval, and District Judge Stewart Bell, Honorary Chairmen of Clark County District Attorney and Police Civil Commission (CCDAPCC)
District Attorney David Roger and Sheriff William Young
Chairmen of CCDAPCC
(702) 255-9058
-------------------------------------------------------------------------------------------------
To promote customer service we need the Certificate of Executive Host
as a good program
By Tiffany Chang

In our ever-changing world of casino gaming, the front-line casino employees hold important roles to a casino property's success. Customers will come to see your operation because of your amenities. They will play because of your people. There is a tremendous need to teach employees skills in the casino industry. Customer service is not astruism, it is simply good business. Any casino execuutive that underestimates its importance seriously jeopardizes his company's future. At the present and in the future, we need to inspire the importance of customer service as the key to long-term profitability for our gaming industry.*1
"Too often executives in the gaming industry see the cost side of doing business as zero-sum game. Each dollar they spend is viewed as one dollar taken away from the bottom-line profit. One dollar given, one dollar lost. Quid pro quo (Something given or received for something else.). So the cost of customer service programs may be seen by money lost. They may think, "Save the money, retain the earnings." But there is a short-sightedness in this way of thinking. Some things in the casino business may be zero-sum games, but investments in customer service are activities in a positive-sum game, or what can be called a win-win game. The customer wins better enjoyment of products offered, and the casino wins with renewed and repeated patroage. We wish to emphazsize this aspect of customer service throughtout our book. That is why we chose to entitle our book Casino Customer Service = The WIN WIN Game," stated in the Foreword of a popular book.*2 The book, "Casino Customer Service --- The Win Win Game," was written by Dr. William Thompson*3 and Ms. Michele Comeau. What the book is really about is customers -- winning their allegiance and keeping it. The successful casino executive must deliver exemplary customer service and bottomline performance are to be reliazed in today's gaming markets. Customer service is the sine qua non ( An absolutely indispensable or essential thing.) of today's successful casino operations.
There are many good reasons why gaming establishments should shower extra attention on existing and repeat customers. Gimmicks and high-cost marketing win the first-time customer. Good service keeps the established customers. It cost more than five times as much as to win a new customer as it does to keep an old one. Good service is by far the better bargain for the casino.*4
"Lots of managerial personals I had in relations in Southestern Asia countries could bring many valuable customers from those countries both in travelling and gaming to Las Vegas. Through a certificate of Executive Host Program we may train them and bring prosperious business to this Silver State. To start with the program, I may recruiting a lot of participants," suggested Jimmy Hsu at the Summer 2003 Symposium of the Graduate School of Business and Public Administration(GSBPA) of Washington Business and Technology Institute (WBTI). The mini symposium was held by WBTI at the Zax Restaurant of Golden Nugget Casino and Hotel on May 19, 2003 in Las Vegas.
Las Vegas is an entertainment capital as the best place to learn about casino and hotel management through its hospitality industry. With about 100,000 hotel rooms, hundreds of restaurants, resorts, conventions, and trade shows, Las Vegas is a living laboratory for the study of hotel administration. This program of our School is cooperated with UNLV to offer the Certificate Of Exective Host (COEH) for qualified professionals through training and education of hospitality. Dr. Keong Leong, Chairman of Department of Business, UNLV; and Dr. E. Lee Bernick, Chairman of Public Administration, UNLV are Deans of the School.
Participant may receive a Certificate of Executive Host (COEH) in meeting general requiement and successful completion of all the following courses plus a study paper:
1. Introduction to Hospitality Management
2. Human Resources & Personal Relations
3. Customer and Food Services
4. Financial and Quantitative Ananlysis
5. Principles and Practice in Casino and Gaming Management
6. Seminar on Hospitality
7. Field Trips to Casino
8. Professional Paper
The above proposal for the Certificate of Executive Host (COEH) was designed by the GSBPA of WBTI on July 2003. To promote customer service for the gaming industry, we need the Certificate Executive Host as a good program.
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References