Host & Player Development

Prospects Clients Growth

Predictable Growth for PD

By Daniel Wood / Comments Off on Predictable Growth for PD

How to prospect new business by using the phone Lead prospecting is one of the most challenging aspects of any sales organization. It always has been, and likely always will be. Why is that? Because it sucks … and it takes relentless focus, determination and persistence. These same characteristics also happen to make up the…

Read More
Human Side Business

Have We Lost Touch with the Human Side of Our Business?

By Daniel Wood / Comments Off on Have We Lost Touch with the Human Side of Our Business?

Hosts and player development teams are an essential part of any property’s success, but how much of their time is actually spent having human-to-human interactions with guests? At this July’s Host Development Conference, fellow Raving Partner, Janet Hawk, said, “It’s not about how many calls you make or how many appointments you set or how…

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
Host Player Development Conference

What Your Hosts Are Telling Us

By Christine Faria / Comments Off on What Your Hosts Are Telling Us

Last week, we conducted our annual Host Development Conference at Caesars Palace, which preceded the Casino Marketing & Technology Conference. If you’re not familiar with the program, we develop it every year for the team at BNP Media/Casino Journal; it’s been an industry mainstay for since 2005 with learning appropriate for newbies to experienced hosts.…

Read More
Daniel Wood Raving NEXT

When We Blow the Expectation of Excellent Service Even Before Our Guests Step Through Our Doors

By Daniel Wood / Comments Off on When We Blow the Expectation of Excellent Service Even Before Our Guests Step Through Our Doors

Are you providing 5-star standards when your phone rings?   “OPERATOR!” I yell into the automated system. I punch ZERO. ZERO. ZERO. “Sorry, I don’t understand,” says the mechanical voice.   One of my biggest pet peeves is calling a hotel property and going directly into an automated system. From an operator’s perspective, you can…

Read More
Janet Hawk

How to Stop Being Afraid of the Phone!

By Janet Hawk / Comments Off on How to Stop Being Afraid of the Phone!

Tips to improve your tele-selling process There is such angst, anxiety and apprehension when it comes to calling guests, both from management and from hosts. The first thing that management often does is hand the hosts their list and say, “call ‘em.” Sometimes they count the calls or come up with a random number that…

Read More
Daniel Wood

Getting Through to Your Guests

By Daniel Wood / Comments Off on Getting Through to Your Guests

How to avoid the dreaded appearance of “telemarketing” or “spam” calls A good friend of mine recently told me, “I never answer my home phone, since now I’m afraid that it’s just a spam call. And right now, there are probably five new calls on my phone, cleared from last week, and they’re most likely…

Read More
Book of Business

Better Ways for Hosts to Build their Book of Business

By Janet Hawk / Comments Off on Better Ways for Hosts to Build their Book of Business

It’s not just a list: How hosts can build their book of business So many times, I see management hand their hosts a list and tell them, “This is your book of business. GO!” No guidance, no goal, no methodology, no rhyme or reason. This is a quick road to frustration for not only your…

Read More
Call Center

How Effective Are Your Outbound Calls?

By Daniel Wood / Comments Off on How Effective Are Your Outbound Calls?

Assess the effectiveness of your outbound calling — take this quiz! If you utilize outbound callers to engage with your players and encourage additional spending, you likely understand the value and the revenue potential of personal phone contacting. After all, it makes financial sense to assign hosts to create relationships with high-value clients, right? Why…

Read More

The Ultimate Host Model

By Janet Hawk / Comments Off on The Ultimate Host Model

The Godfather is one of my all-time favorite films. Especially after I moved to Vegas. The mob mystique, stories the “dinosaurs” told, pasta, passion, (did I mention pasta?) really piqued my interest. When I was young and just breaking into the casino business, there was a certain line from that movie that I repeated to…

Read More