Hotel Online  Special Report

Dover Downs Gaming & Entertainment, Inc. and
Dover Motorsports, Inc. Are Not Leaving
Employee Engagement to Chance
Sister Companies Partner with LRA to Measure Employee Engagement

DOVER, Delaware/HORSHAM, Pennsylvania; April 13, 2004 – LRA Worldwide announced today that it is partnering with Dover Downs Gaming & Entertainment, Inc. and its sister company, Dover Motorsports, Inc. to develop and implement an Employee Engagement Survey Program.  “Our employees are the company’s most valuable asset.  Through listening to their concerns and suggestions, Dover Downs and Dover Motorsports strives to continuously improve the work environment for our employees,” said Robin Roberts, Vice President of Human Resources for Dover Downs Gaming & Entertainment and Dover Motorsports.

While both the Gaming and Motorsports companies have conducted Employee Satisfaction Surveys with other vendors in the past, the decision was made to partner with LRA because of its superior analytics, Web-enabled survey capabilities and hospitality consulting expertise.  Said Bush Bell, Vice President of LRA, “We admire Dover Downs Gaming & Entertainment’s and Dover Motorsports’ commitment to its employees and are delighted to partner with them on this very important strategic project.”

Dover Downs Gaming & Entertainment operates one facility located in Dover, Delaware.  The company’s gaming operation, Dover Downs Slots, is a 91,000 square foot casino with 2,500 slot machines.  The property also includes the Dover Downs Hotel & Conference Center, a 232-room luxury hotel featuring a ballroom, concert hall and meeting room facilities.  The company also owns and operates the Dover Downs Raceway, which features live harness racing from November through April, and simulcast year-round. 

Dover Motorsports, Inc. owns and operates four racetracks around the country, including Dover International Speedway, where fans can watch NASCAR action on the “Monster Mile”, Nashville Superspeedway, Memphis Motorsports Park and Gateway International Racing near St. Louis.  The company also organizes a street race in Long Beach California through the Grand Prix Association of Long Beach.

LRA Worldwide is a leading consulting and research company specializing in Customer Experience Management. Using a continuous cycle of assessing, improving and managing the customer experience across all touch points, LRA helps its clients increase customer loyalty and boost their bottom lines. LRA’s integrated suite of services help measure and improve service quality, customer satisfaction, employee performance, retention and profitability. Services include customer and employee satisfaction research, designing and writing customer service and operating standards, creating customized training and workplace learning programs, and developing mystery shopping and quality assurance programs. For over 25 years, LRA has partnered with industry leaders in the food service and facilities management, gaming, hospitality and leisure, sports and entertainment, and travel and transportation industries to help improve the experiences of their customers. For more information, visit the company’s Web site at

Debra Andrews
Director of Marketing 
+1.215.957.1999, ext. 26
Also See: Pestana Hotels & Resorts Selects LRA Worldwide to Manage Guest Satisfaction Survey Program / January 2004
Interstate Hotels & Resorts and LRA Worldwide Partner on New Brand and Quality Initiative / October 2003

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