Guest Service

Janet Hawk WeKoPa Way Guest Service Training

Raving Client Profile

By Janet Hawk / 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…

Read More

Five Ways Busy Casino Execs Can Interact with Guests

By Tom Osiecki / 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…

Read More
Reservations Guest Service

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

By Deana Scott / 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…

Read More
Open Road Trip

Five Observations from Five States in Five Months

By Janet Hawk / 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…

Read More
Steve Browne at Raving Conference

What Are You Giving Back …

By Steve Browne / 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…

Read More
Steve Browne Chris Faria Toby Obrien

Seven Powerful Things I’ve Learned

By Toby O'Brien / 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…

Read More
Janet Hawk Raving NEXT

The Casino and Hotel Disconnect

By Janet Hawk / Comments Off on The Casino and Hotel Disconnect

Are you providing a total guest experience? How is the connection/communication between the casino and hotel? Marketing and the hotel? What about the PD team and the hotel? This communication is vital, not just for getting information to the guest, but the overall success of the property as a whole! Sometimes the first point of…

Read More
Casino Floor

Why Do I Know More About Your Product than Your Employee?

By Deana Scott / Comments Off on Why Do I Know More About Your Product than Your Employee?

We now live in an age where our customers are more educated about our product than ever before. According to a recent study conducted by Forbes, 82% of consumers do research online before they ever venture into a retail establishment to make a purchasing decision. Additionally, a study by GE Capital Retail Bank found consumers…

Read More
Steve Browne

Onboarding the Lumpys

By Steve Browne / Comments Off on Onboarding the Lumpys

How you onboard your “lumpys” will determine their value down the road Yup, you know who they are: those brand new, rookie employees, babes in wonderland … What we in the past in this gaming business used to call “lumpys.” Not only did we call them lumpys, or lumps, but we put them through the…

Read More
Airline Guest Service

Anticipating Needs and Paying Attention

By Steve Browne / Comments Off on Anticipating Needs and Paying Attention

Are we really proactive in all of our service measures? Dear Steven, During your recent travel on Flight(s) #1794 and #1299 with us, you were unable to enjoy one of the perks of your tier status, priority check-in (automatic check-in 36 hours before your flight). This most likely led to you receiving a boarding position…

Read More