Host & Player Development

Call Center Solutions

Combining Direct Mail and Call Support …

By Daniel Wood / Comments Off on Combining Direct Mail and Call Support …

For a supercharged marketing effort Just say you have an important event coming up and you have a specific number of seats that you NEED to fill. How do you accomplish your goal without overtaxing your player development department? Regardless of how many mailers or emails you send, what is the best response you can…

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Focus Glasses

How to Help Your Hosts Focus on Players on the Rise

By Daniel Wood / Comments Off on How to Help Your Hosts Focus on Players on the Rise

How to help your hosts focus on players on the rise Staying connected to lower value players the smart way Carter Buck Every day, Player Development departments are faced with deciding how to best use the time and talent of their Host team. After all, the purpose of a Host is to engage with players…

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Gifts

No Amenities? No Problem!

By Janet Hawk / Comments Off on No Amenities? No Problem!

Five surefire ways to win over your guests with unconventional perks “Our property is too small. We don’t have a showroom, hotel, fine dining, spa, pool…” The list could go on and on. Trust me; you don’t have to be a mega destination casino resort (or even a mid-sized one!) to offer your guests a…

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More Effective Darts

A More Effective Service Strategy …

By Janet Hawk / Comments Off on A More Effective Service Strategy …

Creating relationships and building trust Having been in the casino business for as long as I have, I find myself comparing my experiences within the industry to others as I go out into “the real world.” Recently, I witnessed an example of exemplary guest service at a local auto repair business, which has application in…

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Customer Benefits

Making Free Play a Portion of Your Basket of Benefits

By Nicole Barker / Comments Off on Making Free Play a Portion of Your Basket of Benefits

It’s like cutting the carbs, without destroying the meal Carbs are good. Carbs taste great. My doctor says to cut the carbs. My friends say that it’s all about portion control. The same thing goes for Free Play. Players like Free Play. Players want more Free Play. Our CFO and Slot Director say to cut…

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Personal Invitation

The Lost Art (and Marketing Tool) of a Personal Invitation

By Daniel Wood / Comments Off on The Lost Art (and Marketing Tool) of a Personal Invitation

Why relying on one-way channels of communication is hurting your response rate Carter Buck I’ll get right to the point – when used exclusively, direct mail and email are not the most effective ways to get your players back into your casino. Don’t get me wrong, they have their purpose and can support a killer…

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Team Building Leadership

Four Important Things You Can Do for Your PD Team

By Janet Hawk / Comments Off on Four Important Things You Can Do for Your PD Team

Coaching and management techniques for your high production teams Janet Hawk Let’s be honest. Leading a player development team is hard work! As a former Executive Host, I admit, we are high maintenance. We spend our days juggling the needs and wants of our guests, while trying to appease management. And to be even more…

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Dangling Carrot

Are Your Marketing Efforts Relationship-building, or the Pursuit of Short-term Gain?

By Nicole Barker / Comments Off on Are Your Marketing Efforts Relationship-building, or the Pursuit of Short-term Gain?

Looking at manipulation, incentive dangling, and engagement What do we really do as marketers? We spend our time mentally running back and forth between the customer and our product, translating wants and needs and capabilities. Take a look at the following words to evaluate your intentions:Loyalty marketing complicates our intentions. Are we truly building a…

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Team Building

Developing Your Player Development Team

By Janet Hawk / Comments Off on Developing Your Player Development Team

Three ways to keep enthusiasm from turning to frustration Being a host isn’t the easiest job in the world. Don’t get me wrong, in the many years that I have been in the business, I have met some of the best people, experienced some amazing things, and been a part of some really inspiring teams.…

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Player Ratings

The Top Five Reasons Your Players Aren’t Rated Correctly

By Derk Boss / Comments Off on The Top Five Reasons Your Players Aren’t Rated Correctly

And why you should care We all spend a lot of time rating our players to make sure that they are comped correctly and fairly. Most of us, if not all, use the standard formula below to determine a player’s value: Earning Potential = Avg. Bet x Hours Played x Decisions per Hour x House…

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