PAP.9.1.040 Mission Statement

(a) Mission Statement. It is the mission of the Gaming Enterprises to be the premier guest experience destination in the Midwest.

(b) Core Values of the Gaming Enterprises:

(1) Build confidence through teamwork;

(2) Always be friendly to ensure a positive impression;

(3) Deliver exceptional service;

(4) Aspire to reach your highest potential;

(5) Strive to be a team play for extraordinary performance; and

(6) Strive for integrity in everything we do.

(1) Golden Rule. We always treat Guests and each other as we would want to be treated;

(2) Be Our Best. We are "On Stage" at our workstations on time, in proper attire and ready to receive Guests;

(3) Give the "Three Steps. As a team, we consistently deliver the Three Steps of Service to each and every Guest, each and every time;

(4) It's Show Time. We go above and beyond to make sure our home presents a clean, hospitable, and safe environment for our Guests;

(5) Words and Actions. We use proper words, actions and telephone/email/radio etiquette when addressing our Guests;

(6) Certainly, My Pleasure! We listen, respond and work to resolve any guest challenges that may occur before, during or after their visit;

(7) A Community Serving a Community. We proudly and positively represent the Gaming Enterprises at work, at home and in the community; and

(8) Promotes Products & Services. We are knowledgeable of the Gaming Enterprises' services, amenities and events in order to consistently and accurately promote our products and services and to answer guest inquiries.

(d) Three Steps of Service of the Gaming Enterprises:

(1) Warm Welcome. Smile, eye contact, greet the guest;

(2) Thrill The Guest. Build relationships, exceed their expectations, make guests feel special; and

(3) Fond Farewell. Check for satisfaction, provide a warm farewell, invite them to return.