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Posts by Janet Hawk

Client 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…

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Raving Client Profile

Janet Hawk WeKoPa Way Guest Service Training

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…

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Five Observations from Five States in Five Months

Open Road Trip

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…

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The Casino and Hotel Disconnect

Janet Hawk Raving NEXT

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…

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How to Stop Being Afraid of the Phone!

Janet Hawk

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…

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Better Ways for Hosts to Build their Book of Business

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…

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The 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…

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Oops! Yourr Automated Email Missed the Mark

Building Relationships

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…

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