Host & Player Development Sales Skills & Training
L'Auberge Du Lac Casino Resort — Louisiana
Property Description
L’Auberge Du Lac Casino Resort (Pinnacle Entertainment, Inc.) features 30,000 square feet of non-stop Vegas style action with more than 60 table games and 1,600 slots. The premier gulf coast resort destination in Lake Charles, LA, offers 1000 luxurious hotel rooms and suites plus a championship Tom Fazio golf course, Spa du Lac, an array of award-winning restaurants, unique shopping and more!
Challenge
Kirk Houser, Senior Director of Player Development had a host and player development department that was based on a traditional model-specifically relying on delivery of comps and keeping existing players happy.
Kirk envisioned a pro-active, professional “sales team” that would drive more gaming revenue long term; encourage loyal players to greater worth; better manage their already heavy amenity and reinvestment program; and not show any gaming decreases in the current challenged economy.
Solution
Kirk reached out to Raving to create a gaming specific, very targeted, meaningful and non-generic training program that his player development staff and hosts could relate to.
First, Raving created a skills training curriculum that focused on critical player development concepts and proficiencies and partnered this with a workshop program centered on goals and strategies designed by the property.
Because of the success of the first program, Raving returned to do an advanced primer to reinforce and polish the initial training and to do additional training focused on specific player database reinvestment.
The Win
From the two programs, Kirk’s team was able to create a new model for their host and player development department, custom to L’Auberge, based on a series of best practices and policies; goal setting; and skills training to manage and develop customer relationships.
This new program has resulted in:
- A reputation of consistent and superior guest service.
- Increased efficiencies and improved communication within the department and the entire organization.
- A very effective comp reinvestment philosophy and strategy, where everyone is on the “same page.”
To learn more about L’Auberge, call reservations at (866) 580-7444 or visit www.idlcasino.com.
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