Do Casinos Need to Change Their Guest Service Strategy?

In this week’s Raving On Air, we check in with Raver’s Steve Browne, Raving Partner, Guest Service and Player Development and Paula Allen, Director of Leadership Development and Guest Services 7 Cedars Casino and Enrolled Tribal Citizen of Jamestown S’Klallam Tribe. Browne and Allen deliver a one-two punch: Browne has established guest service programs across the globe for commercial and Tribal properties; and Allen, head’s her casino’s leadership development as well as assists other Tribal leadership teams with their coaching techniques across their organizations.

With the current state of heightened emotions, new and stringent protocols, and the potential for guest to guest and guest to employee conflict, Browne and Allen give insights for addressing strong guest service and leadership foundations in our gaming and hospitality organizations.

Steve Browne

Steve Browne