Samenvatting

A recent employees satisfaction audit, showed that the employees of Eurest in Holland Casino Utrecht were very dissatisfied about 'communication'. Though, when I asked them they could not describe the exact problem and if I would ask what needed to change for them in order to improve the communication they did not know.

The goal of this thesis is to improve and optimize the internal communication for Compass in Holland Casino Utrecht by finding out what the needs of the employees are in regard to the internal communication.

The central question is:
'How can the internal communication of Compass Group in Holland Casino Utrecht be improved in order to fulfill the needs and expectations of its employees?'

Research methods that are used are desk research, a group discussion with employees, interviews with floor managers and supervisors and an internal communication survey.
The research starts with evaluating the current internal communication situation. Views on the situation from both employees as management are taken into consideration. The communication survey is used to provide insight on the needs and expectations from the employees concerning the internal communication. At the end recommendations on improving the current communication means is given and a new communication structure is composed.

Conclusions from the research are:
- The currently used communication means are not sufficient for providing information to all employees
- More attention needs to be paid to the bottom-up communication (meetings and performance reviews)
- Communication between the management team needs to be improved
- Employees need more types of information