Posts by Janet Hawk
No Amenities? No Problem!
Five surefire ways to win over your guests with unconventional perks “Our property is too small. We don’t have a showroom, hotel, fine dining, spa, pool…” The list could go on and on. Trust me; you don’t have to be a mega destination casino resort (or even a mid-sized one!) to offer your guests a…
Read MoreA More Effective Service Strategy …
Creating relationships and building trust Having been in the casino business for as long as I have, I find myself comparing my experiences within the industry to others as I go out into “the real world.” Recently, I witnessed an example of exemplary guest service at a local auto repair business, which has application in…
Read MoreWhy “Hire for Attitude – Train for Skill” Fails – Part II of II
How your department trainers can set the stage for success In Part I of this series, we went over four suggestions to improve your basic foundational training, including Casino 101 basics, interdepartmental teamwork, guest service philosophy, and finally, dispute resolution. Next, we’ll move on to tips to help with your departmental training. So now that…
Read MoreFour Important Things You Can Do for Your PD Team
Coaching and management techniques for your high production teams Janet Hawk Let’s be honest. Leading a player development team is hard work! As a former Executive Host, I admit, we are high maintenance. We spend our days juggling the needs and wants of our guests, while trying to appease management. And to be even more…
Read MoreWhy “Hire for Attitude – Train for Skill” Fails – Part I of II
Why does “hire for attitude – train for skill” often fail? Because we, as employers, fall short on the “training” part of the equation We are constantly told to “hire for attitude – train for skill.” But do we, as leaders, hold up our end of this statement? It seems more often than not, we…
Read MoreDeveloping Your Player Development Team
Three ways to keep enthusiasm from turning to frustration Being a host isn’t the easiest job in the world. Don’t get me wrong, in the many years that I have been in the business, I have met some of the best people, experienced some amazing things, and been a part of some really inspiring teams.…
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