Guest Service

Do Casinos Need to Change Their Guest Service Strategy?

By Steve Browne / June 15, 2020 / Comments Off on Do Casinos Need to Change Their Guest Service Strategy?

In this week’s Raving On Air, we check in with Raver’s Steve Browne, Raving Partner, Guest Service and Player Development and Paula Allen, Director of Leadership Development and Guest Services 7 Cedars Casino and Enrolled Tribal Citizen of Jamestown S’Klallam Tribe. Browne and Allen deliver a one-two punch: Browne has established guest service programs across…

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Focus on Guest Service

By Stephanie Somanchi / June 4, 2020 / Comments Off on Focus on Guest Service

How to address fear, tension, resistance and fatigue Ready or not, here we go! We are coming out of our burrows and blinking in the light of this new world. Reopening is happening and we are entering our new normal. Businesses are taking great pains to make their spaces safe, but we need to think…

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guest communication

Best Practices Protocol for Guest Communication

By Deb Hilgeman, Ph.D. / May 18, 2020 / Comments Off on Best Practices Protocol for Guest Communication

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…

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guest service during covid19

Can You Smile Beneath that Mask?

By Steve Browne / April 10, 2020 / Comments Off on Can You Smile Beneath that Mask?

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…

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Over the Top Guest Service is not Only Anticipating a Need

By Christine Faria / February 3, 2020 / Comments Off on Over the Top Guest Service is not Only Anticipating a Need

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…

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How to Impact Your Guests Today with the Most Powerful Gesture in the World

By Steve Browne / December 5, 2019 / Comments Off on How to Impact Your Guests Today with the Most Powerful Gesture in the World

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…

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Hotel Check-In

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

By Brett L. Magnan / October 1, 2019 / 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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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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