Host & Player Development
From “our Media Partner CDC Gaming Reports Everyone who’s been around a casino has heard the pledge from an angry gambler after a losing session: “I’m never coming back here!” Keeping that intent from becoming fact requires a delicate balance of personal touch and hard data, members of a panel on player development said during…
Read More
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
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
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
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
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
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
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
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
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