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Guest Service at the Rail

Table Games Guest Service

Strategies around player types

As this week kicks off the annual Table Games Conference, we’re focusing today’s report on the “art of dealing to the rail,” as well as sharing several table games articles from our operations team.

Table games and the PIT provide a unique opportunity to interact with players … new players, regular players, VIP players, “grinders” and “whales” alike; each of these interactions can produce great response if handled professionally.

Live interactions created in the PIT also present one of the best sales opportunities in any casino. PIT managers and supervisors have the chance to sell the casino through personal guest service, conversation, observation and relationship.

Guest service and selling the casino from the PIT is, however, a learned skill and a team effort. All too often, PIT teams, dealers and managers develop a routine that becomes task and procedure oriented but counterproductive to the property’s goals. Whether time and procedures weigh them down, indifference has set in, or there is a lack of skills, the opportunity to practice quality guest service skills and sell everything the casino has to offer is often lost over time.

In Raving’s program Dealing to the Rail®, we first identify the type of players and their unique attributes and how dealers, duals and PIT managers can maximize the opportunity to sell the casino from the PIT while providing exceptional guest service.

Do you recognize these players?

The Lump

He/she is a novice player, or, a hunch bettor who’s all over the layout. They make draw decisions that upset knowledgeable players, or put down bets when the dice are rolling. They hold up games, ask silly questions, make the wrong moves, and generally get in the way of a smooth game and a fast pace of play.

The Rock

He/she sits there like a stone, face unmoved, expression blank. They bet the same every time, win or lose. They don’t want to be bothered. Just dummy up and deal the cards and don’t be a wise guy. They rarely show emotion, but when they do it is annoyance or anger at losing (usually only over a particularly bad run of luck).

The Butterfly

He/she is a social butterfly, in it for the fun. They’re loud, sometimes obnoxious, and always looking for the excitement. They yell over losses, yell over wins, tell bad jokes, and egg on other players. Sometimes they’re drunk (or just act like it). They’ll ask for advice, give it freely, blow on the dice, squeeze the cards, and invoke strange incantations to the gods of luck.

The Player

He/she loves to play for the thrill of the chase. Running up a big score, throwing a hand, building a bankroll or making something out of nothing, that’s their thrill. They may lose quickly or go home a big winner. But above all else, the play is the thing and they want the action fast, accurate, and fair.

The System

He/she has a system and they use it to control their universe. They follow it religiously, whether a betting strategy, a playing strategy, or just a series of superstitious actions designed to incur favor with the gods. The system player likes the illusion of control. They feel justified when things roll their way, put out or cheated when they don’t.

So, what is YOUR service and sales strategy that addresses all of the unique needs and opportunities of your table games players? If you don’t have a “deal to the rail” training program, contact Raving today to grow your table games revenue and increase player satisfaction.

Steve Browne

Steve Browne