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Customer Experience - Casino Guest Service

Top Six 2019 Guest Experience Trends

By Tom Osiecki / March 26, 2019 / Comments Off on Top Six 2019 Guest Experience Trends

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…

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Three tips to customer recovery - casino guest experience

Yes, this Happened to Me: Three Tips to Customer Recovery

By Janet Hawk / March 15, 2019 / Comments Off on Yes, this Happened to Me: Three Tips to Customer Recovery

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…

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Client Spotlight: Kickapoo Lucky Eagle Casino Hotel

By Janet Hawk / January 10, 2019 / Comments Off on 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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You Picked Them – Top Five Articles from 2018

By Christine Faria / December 31, 2018 / Comments Off on You Picked Them – Top Five Articles from 2018

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…

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Table Games Guest Service

Guest Service at the Rail

By Steve Browne / November 2, 2018 / Comments Off on Guest Service at the Rail

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…

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Hotel Check-In

Are You Failing at Hotel Check-In and Check-Out?

By Brett L. Magnan / October 1, 2018 / Comments Off on Are You Failing at Hotel Check-In and Check-Out?

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…

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Janet Hawk WeKoPa Way Guest Service Training

Raving Client Profile

By Janet Hawk / October 1, 2018 / Comments Off on 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…

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Five Ways Busy Casino Execs Can Interact with Guests

By Tom Osiecki / October 1, 2018 / Comments Off on Five Ways Busy Casino Execs Can Interact with Guests

AKA avoid the GM tsunami She knew the diagnosis. Every day the respected GM of the medium-sized casino resort went to work understanding that she had the condition. Despite that knowledge, she shouldered on, hoping for the best. Each day was a marathon sprint of meetings, phone calls, and commitments. (A random Tuesday) … an…

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Reservations Guest Service

Do You Practice a “One Call and Answer All” Philosophy When Taking Reservations?

By Deana Scott / September 24, 2018 / Comments Off on Do You Practice a “One Call and Answer All” Philosophy When Taking Reservations?

When used correctly, communication technology has made access to information faster and easier than ever. However, when used solely as a labor saving measure or implemented without a clear objective and tested, it can hurt your bottom line and lose customers. Think about your automated phone and reservations systems. Have you ever found yourself in…

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Open Road Trip

Five Observations from Five States in Five Months

By Janet Hawk / August 13, 2018 / Comments Off on Five 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…

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