Posts by Janet Hawk
Yes, this Happened to Me: Three Tips to Customer Recovery
To quote the title of a book by Janelle Barlow, “A Complaint is a Gift” – that is, if you accept it as such. As anyone who has dealt with the public can tell you, it doesn’t always feel that way. Many times, it feels like a personal attack and can be a truly stressful…
Read MoreLeisure Gaming – some of the friendliest and most generous casinos along I-80
Located along I-80, you can find some of the cleanest, friendliest and most generous small casinos in Northern Nevada. Leisure Gaming is a family run business headquartered in Reno, NV and began in 1993 with the opening of its first casino, the Pilot Casino in Fernley, NV. That property opened with 30 slot machines and…
Read MoreClient Spotlight: Kickapoo Lucky Eagle Casino Hotel
What an Idea. A Crazy, Mad, Wonderful Idea! A little background on this property: Kickapoo Lucky Eagle Casino Hotel, located in Eagle Pass, Texas, is proudly owned by the Kickapoo Traditional Tribe of Texas. It is one of only two casinos in the entire state. The property is three hours outside of San Antonio with…
Read MoreRaving Client Profile
The WeKoPa Way! From my very first job working in a casino up to today, I have been lucky enough to work with a wide variety of people who truly believe in giving the guest a great experience whenever they are visiting. Starting at the family-owned Westward Ho (a small joint on the Las Vegas…
Read MoreFive Observations from Five States in Five Months
On the road again! I just can’t wait to get on the road again! The life I love is teaching service (and PD tips) to my friends, and I can’t wait to get on the road again! I do love what I do! Everything I’ve learned in my 33 years of being in the gaming…
Read MoreThe Casino and Hotel Disconnect
Are you providing a total guest experience? How is the connection/communication between the casino and hotel? Marketing and the hotel? What about the PD team and the hotel? This communication is vital, not just for getting information to the guest, but the overall success of the property as a whole! Sometimes the first point of…
Read MoreHow to Stop Being Afraid of the Phone!
Tips to improve your tele-selling process There is such angst, anxiety and apprehension when it comes to calling guests, both from management and from hosts. The first thing that management often does is hand the hosts their list and say, “call ‘em.” Sometimes they count the calls or come up with a random number that…
Read MoreBetter Ways for Hosts to Build their Book of Business
It’s not just a list: How hosts can build their book of business So many times, I see management hand their hosts a list and tell them, “This is your book of business. GO!” No guidance, no goal, no methodology, no rhyme or reason. This is a quick road to frustration for not only your…
Read MoreThe Ultimate Host Model
The Godfather is one of my all-time favorite films. Especially after I moved to Vegas. The mob mystique, stories the “dinosaurs” told, pasta, passion, (did I mention pasta?) really piqued my interest. When I was young and just breaking into the casino business, there was a certain line from that movie that I repeated to…
Read MoreOops! Yourr Automated Email Missed the Mark
Developing relationships in an automated world We all have basic needs when relating to others whether it is in our personal relationships or with those we interact with at work. Everyone wants to be seen, wants to be heard and wants to feel they matter. During a 1990 survey, 90% of the respondents stated that…
Read More