Posts by Janet Hawk
Raving 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 casino player development 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…
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! Your 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 MoreChanging the Worst Promotion Ever – Part II
Into the best thing that ever happened Years ago, I was involved in a promotion that appeared to meet all the necessary criteria. To this day, however, it is one of the worst experiences I ever had in a casino, and one that I will never forget, because it helped me transition from operations to…
Read MoreSolving the Top 10 Host Issues
The top 10 issues hosts tell us they have and what you can do about them The funny thing about a casino host’s job … their top complaints haven’t changed much in the last 30 years. See, hosting will always be about relationships. Relationships with our guests, with our fellow teammates and with management. So…
Read MoreHow Knowing Your Competition Can Help You Improve Your Casino
My mama told me, you better shop around … It’s true! Knowing what your competition is doing is a great tool for improving your own business. I’m not just talking about going on their website or looking at their ads in the local paper, either. While that is a good place to start, by digging…
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