Guest Service
Many casinos rely on guest comment cards for getting customers to tell them what’s on their minds. The cards are usually available at the players club, food venues or other locations where they can be filled out, put in a box and reviewed by management. There are a few ways to improve comment cards, but…
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How casino floor security can reduce theft dramatically It happens on the casino floor every day and during every shift. A guest reports a missing TITO voucher, or they set down their phone or purse and now it’s gone. Both Security and Surveillance are notified and an investigation is conducted. Unfortunately, the item is usually…
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Five surefire ways to win over your guests with unconventional perks “Our property is too small. We don’t have a showroom, hotel, fine dining, spa, pool…” The list could go on and on. Trust me; you don’t have to be a mega destination casino resort (or even a mid-sized one!) to offer your guests a…
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Why relying on one-way channels of communication is hurting your response rate Carter Buck I’ll get right to the point – when used exclusively, direct mail and email are not the most effective ways to get your players back into your casino. Don’t get me wrong, they have their purpose and can support a killer…
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How your department trainers can set the stage for success In Part I of this series, we went over four suggestions to improve your basic foundational training, including Casino 101 basics, interdepartmental teamwork, guest service philosophy, and finally, dispute resolution. Next, we’ll move on to tips to help with your departmental training. So now that…
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Only if you want to increase customer loyalty, employee performance, and profitability In the last few years, a relatively new branch of research known as employee engagement surveys has exploded in popularity. Employee engagement is an emotional commitment to your employer, and it involves loyalty, commitment, satisfaction, advocacy and going the extra mile. Using a…
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A different way to think about our casino’s marketing strategies After years of customer research, casino marketing folks believe that there are three initial factors considered by players in choosing a casino to visit on any particular day. In order of importance, they are: Location, Luck, Service. When I’ve conducted service and sales training for…
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Why does “hire for attitude – train for skill” often fail? Because we, as employers, fall short on the “training” part of the equation We are constantly told to “hire for attitude – train for skill.” But do we, as leaders, hold up our end of this statement? It seems more often than not, we…
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