Host & Player Development
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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Hint: it’s the same tool you’re using for your VIPs Do your hosts have quotas for the number of players they must engage with each month? Do they make reservations for their players? Do they follow-up on VIP special event invites? Should they be doing all of these things? It isn’t quite that simple, but…
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Five ways to save yourself when you’re thrown in the middle of the lake and told to swim … I’ve seen it talked and written about SO many times: people promoted to a new role and then left to their own devices without much guidance or resources to actually succeed. No training, just given a…
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Combining both skills will get you a host who is a guest service expert and skilled at driving revenue Education or Training? Believe it or not, there is a big difference between the two, and it can affect in a very significant way the types of programs that you subject your employees to. Let’s talk…
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