Are You Failing at Hotel Check-In and Check-Out?
Are you winning or losing your guests through your best intended efforts? You’ve added technology, amenities, flavored water at check-in, and a Starbucks in the lobby – so why are you losing guests to the competitor? Are you trying too hard to be cutting edge and provide cool new amenities to your guests that they…
Read MoreWellness and Your Team Members
How implementing an employer-sponsored wellness program is worth the gamble It is no secret that a healthy population leads to lower healthcare costs. With higher prevalence of diabetes, heart disease and substance abuse within Native populations, it is also no secret that Tribal employers are struggling with how to improve health within their benefit-covered members.…
Read MoreWhat Is Keeping You from Loyalty 360?
Do you have a stool problem? Loyalty 360 represents the shift from the selling of a product, or a building, or even an experience, to one of building a community of guests based upon highly personalized interests. This commitment to relevance and resonance will not come easily. You may first need to break through some…
Read MoreNew Workplace Culture Featuring Pets and Babies
Why not create a policy to help company morale? Having spent my career working for Tribes, I have always appreciated the focus on future generations and the generosity towards community and family. This focus is the foundation for many innovative workplace policies that I believe lead businesses to workplace balance. Years ago, I remember being…
Read MoreTribal Casinos Versus Concert Artists
We’re running into a costly snag here with our entertainment programs In today’s changing world of entertainment contracts, there is an issue that is becoming quite problematic, causing delays in contract processing, delayed marketing, lost revenues and higher costs due to the back and forth negotiation over terminology and legalese. The issue: The Tribal casino…
Read MoreTrends Impacting Native American Gaming and Resorts
Implications for IT and business – Are you ready? As many in the casino industry have attested, casino gaming revenues throughout the country are under continued and growing pressure, creating the necessity to diversify with non-gaming amenities to materially increase visitation, resulting in the growth of gaming and non-gaming revenue. New casinos, millennials, Internet gaming…
Read MoreReputation Management as Guest Service
Developing a framework and process In my Raving Flash Report, I spent some time walking through the strategic benefits of reputation management and how your property can use it to improve guest relationships, enhance your brand positioning, and continue to improve the guest experience at your property. In this article I want to take that…
Read MoreRaving Client Profile
The WeKoPa Way! From my very first job working in a casino up to today, I have been lucky enough to work with a wide variety of people who truly believe in giving the guest a great experience whenever they are visiting. Starting at the family-owned Westward Ho (a small joint on the Las Vegas…
Read MorePredictable Growth for PD
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 MoreOnline Tools to Increase Direct Mail Effectiveness
How additional touchpoints, such as IP targeting, will drive action As we all know, direct mail is an extremely effective medium to keep your guests coming back, because a good DM piece can hold everything from monthly offers and promotions, to concert announcements and dining specials. In addition to your monthly “core” mailers, direct mail…
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