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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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Tom Osiecki Raving Conference

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 PD 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 the gaming…

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Steve Browne at Raving Conference

What Are You Giving Back …

By Steve Browne / July 1, 2018 / Comments Off on What Are You Giving Back …

In exchange for the losing bet? Not only is it long-time Partner’s Steve Browne’s birthday this month, he is fast approaching his 20th anniversary with Raving. Slowing down? Not exactly! He’s been with clients all over the globe this year with a stop off at Raving’s Host Development Conference, July 17-19 in Las Vegas. Because…

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Steve Browne Chris Faria Toby Obrien

Seven Powerful Things I’ve Learned

By Toby O'Brien / July 1, 2018 / Comments Off on Seven Powerful Things I’ve Learned

From some of the most successful gaming companies Prepare to be amazed! After 24 years in the gaming industry, 15 of which were spent as a casino marketing consultant, I finally have some useful information to share. (C’mon, I’m joking). Honestly, one of the great benefits of working with scores of gaming companies across North…

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