Guest Service
Why Northern Quest Resort & Casino’s emails to guests impressed me One of the first casinos nationwide to reopen after the coronavirus closings set a best practices protocol for guest communications during these challenging times. Northern Quest Resort & Casino, a Kalispel Tribal Enterprise in Airway Heights, WA, was in uncharted territory in creating a…
Guest Service in the Time of The Coronavirus Tough times are these, but then, I don’t need to tell you that sitting on your shut-down property with your team members all out on leave, paid or otherwise. And there will be plenty of articles and suggestions for how to spend that time, cleaning, organizing, working…
It’s giving the guest something they didn’t even think they needed or even imagined It seems to me, that we often praise “basic service,” when in fact, it’s just BASIC SERVICE! Why are we often surprised when we approach the players club, the coffee stand, or hotel check-in, and are greeted with eye contact and…
The hallmark of our branded, behavioral service programs Hi. How ya doin? Nice to see you… Thanks for reading… How ya’ been? It really is a pleasure … And it’s very simple, these phrases. They all have one thing in common. They are greetings, or if you will … expressions of welcome. They have no…
Are you winning or losing your guests through your best intended efforts? You’ve added technology, amenities, flavored water at check-in, and a Starbucks in the lobby – so why are you losing guests to the competitor? Are you trying too hard to be cutting edge and provide cool new amenities to your guests that they…
How casinos can keep pace with other industries If you want to see the key to unforgettable guest experience, look in a mirror. Dedication to a high level of guest experience starts at the top. But it’s the heart of the team that always shines through. Guest experience trends for 2019 show us how casinos…
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…
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…
We can’t lie (well, we could, but we’re not in this case). The articles below are our most read articles from our weekly industry report during the last 12 months. Our independent judges (uh … that would be Gency), ran the numbers. Who knew that so many people were interested in tax day? Over a…
Strategies around player types As this week kicks off the annual Table Games Conference, we’re focusing today’s report on the “art of dealing to the rail,” as well as sharing several table games articles from our operations team. Table games and the PIT provide a unique opportunity to interact with players … new players, regular…