Guest Service

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…

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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…

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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…

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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…

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Open Road

Lessons From The Road: What We Can Learn From Northwest Casinos

By Deana Scott / Comments Off on Lessons From The Road: What We Can Learn From Northwest Casinos

As the summer season peaks, according to AAA, more people are on the road than ever before, traveling to their favorite summertime destination. Many of these stops now include Indian gaming resorts. In June, I did a Raving road trip throughout the Northwest, visiting tribal casinos near Seattle, then heading south, through Oregon to Northern…

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Battle

How Knowing Your Competition Can Help You Improve Your Casino

By Janet Hawk / Comments Off on How Knowing Your Competition Can Help You Improve Your Casino

My mama told me, you better shop around … It’s true! Knowing what your competition is doing is a great tool for improving your own business. I’m not just talking about going on their website or looking at their ads in the local paper, either. While that is a good place to start, by digging…

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Organizational Culture

Is Your Focus on Culture, Pride and Passion …

By Steve Browne / Comments Off on Is Your Focus on Culture, Pride and Passion …

Or policy, procedures and routines? Well, we’ve all seen it … law enforcement personnel dragging a poor old man kicking and screaming off an airplane. And what did he do? He made the mistake of flying United. Or, better yet, he simply made the mistake of doing business with a company whose culture is focused…

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Hotel Receptionist

Does Guest Service Drive Visits?

By Deb Hilgeman, Ph.D. / Comments Off on Does Guest Service Drive Visits?

How much does customer service drive guests to visit your casino? You might be surprised. I’ve written before about the value of conducting an annual players club survey of your customers. This measures how your players perceive your club’s structure and benefits, how valuable the club is to your players, and how it can show…

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Gaming Floor

Five Tips for Your Own Service Walk-a-bout

By Steve Browne / Comments Off on Five Tips for Your Own Service Walk-a-bout

Your walk-a-bout service checklist Okay, it’s that time of year again, time to put on the tennies (or fancy running shoes, your choice), get out of the office and hit the floor. You’re on the prowl, looking, observing, seeing for yourself, first-hand, how your guests are being treated. It’s time for the first-of-the-year service walk-a-bout.…

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Dennis Conrad

Consumer Value Kudos

By Dennis Conrad / Comments Off on Consumer Value Kudos

Dennis Conrad I have often harped on the overall declining value of the casino playing experience at too many casinos, and suggested strongly that “ restoring player value” would be a profitable counter strategy. Well, that got me to thinking about the casinos I have seen in the past couple of years that ARE providing…

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