Guest Service

Lucky Sign

Can We Actually Help Our Guests “Get Lucky”?

By Toby O'Brien / Comments Off on Can We Actually Help Our Guests “Get Lucky”?

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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Hire for Attitude Part I

Why “Hire for Attitude – Train for Skill” Fails – Part I of II

By Janet Hawk / Comments Off on Why “Hire for Attitude – Train for Skill” Fails – Part I of II

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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