Host & Player Development

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
Daniel Wood and Carter Buck of Engagex

Utilizing an Additional Channel of Contact for Better Results

By Daniel Wood / Comments Off on Utilizing an Additional Channel of Contact for Better Results

How to utilize your staff to drive more trips and impact flat revenues Casino executives often devote most of their resources to top-end players, while devoting fewer resources to lower valued players, thus missing out on opportunities to grow the middle segment of their database. Chances are that there’s a group of players that is…

Read More

Utilizing An Additional Channel Of Contact For Better Results

By Daniel Wood / Comments Off on Utilizing An Additional Channel Of Contact For Better Results

Casino executives often devote most of their resources to top-end players, while devoting fewer resources to lower valued players, thus missing out on opportunities to grow the middle segment of their database. Chances are that there’s a group of players that is just a personal phone call away from becoming loyal customers. Recently, a valuable…

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
Call Center

How to Engage More Players and Drive More Trips

By Daniel Wood / Comments Off on How to Engage More Players and Drive More Trips

It’s as simple as a phone call: Engage more players and drive more trips As casino executives, we often devote most of our direct marketing and player development resources to top end players. We make personalized phone calls to our big spenders while allowing simple mailers to take care of players who typically spend less.…

Read More
Janet Hawk

Solving the Top 10 Host Issues

By Janet Hawk / Comments Off on Solving the Top 10 Host Issues

The top 10 issues hosts tell us they have and what you can do about them The funny thing about a casino host’s job … their top complaints haven’t changed much in the last 30 years. See, hosting will always be about relationships. Relationships with our guests, with our fellow teammates and with management. So…

Read More