Raving Senior Partner — Player Development and Guest Service
From designing and training full-blown guest service programs to advanced host development sales skills training and building compensation programs for player development programs, Steve has been a senior resource in Raving’s Player Development and Guest Service teams since 1999. His knowledge and enthusiasm come from nearly four decades in the gaming industry. Beginning as a “lumpy” crap dealer, to a player-engaging pit boss, and then on to casino owner for nearly 10 years with an unheard-of formula of “customer worship.”
His perspective comes from his appreciation of the honorable work that casino workers do and joining them in it, in their world and their unique language. Steve has worked with hundreds of Tribal casinos throughout the U.S. and Canada, as well as domestic and international commercial casinos and racinos. Steve’s approach to training cannot be replicated by software; nowhere will you find a trainer who has such passion and understanding for the gaming industry and its employees. Steve’s training programs have evolved into a curriculum that works hand in hand with technology – measurement based on data and performance.
Steve holds a B.A. in English & Communication from the University of Colorado, has completed the UNR Executive Development program and the Del Webb Corporation Gaming Management Training courses, is a certified trainer for Nevada Council on Problem Gambling and was awarded the Casino Marketing Lifetime Achievement Award by the Casino Marketing and Technology Conference. He has published three books, Gambling & Service, Math of Player Development, and How to Raise a Rocket Scientist for Fun and Profit.