Host & Player Development
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…
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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…
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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…
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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…
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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…
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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.…
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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…
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Untapped resources – Would you realign your pbx and reservation teams to drive incremental revenue? During a recent project with my five boys (yes, I did say five boys), I quickly learned how making a few tweaks to my youthful team made a huge improvement to something that started off looking like a really bad…
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When is using trained callers the right decision? Do your hosts have quotas for the number of players to engage? Do they make reservations for their players? Do they follow up on VIP special event invites? Should they be doing all of these things? I recently chatted with Steve Browne, who has been a senior…
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To evaluate your property’s current player development efforts Do you have a PD function in your casino designed to not only love your best players one-on-one (instead of through the mail), but also to find and create more new best players for your organization? YES or NO? Does your PD function offer a bonus and/or…
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