What Is the Total Return Employee Program?
The Total Return employee program is an employee recognition program used by Caesars Entertainment Corporation. The program rewards Caesar’s employees for providing outstanding customer service by awarding them credits, which can then be used to purchase a number of different items on the Total Rewards shopping site. Employees can earn Total Return credits through a variety of different ways, such as customer service surveys, customer compliments, safety records and performing community service.
Caesar’s began the Total Return employee program in 2010, and within a few months of its starting, the company saw a 4.7 percent improvement in its customer service rankings. The Total Return program is used by more than 60,000 employees across the 40 different properties owned by Caesar’s. Each of Caesar’s properties has quarterly customer service surveys that award all employees at that location with a specific amount of credits for reaching certain team goals, while employees can also receive individual rewards based on their performance. In the first year of the program, all of the Caesar’s locations in the United States qualified for at least one quarterly reward.
Caesar Entertainment Corporation runs the Total Return program in partnership with Maritz Motivation Solutions. The program replaced Caesar’s previous internal employee recognition program, which was a cash-based reward program that had been in place for nearly a decade.