It’s that time of the year again – the moment to swap those loafers for sneakers or opt for snazzy running shoes, or whatever suits your style. Step out of that office chair and onto the floor. You’re embarking on a journey of observation, immersing yourself in the frontline operations to witness firsthand how your guests are being treated. I used to call this the annual walkabout – but honestly, this should be done often and by different team members on a regular basis and for all shifts.
Here’s five steps for your playbook:
Step #1: Mastering the Art of Queues
Whether it’s the line at the cage, the players club, the hotel check-in/out, or the buffet – lines are commonplace in our industry. How do your lines fare? Are they stretching on forever, sluggish, or even borderline unbearable? More importantly, are they efficiently managed during critical times like pre-promotion rushes or hotel check-in? Scrutinize the flow and consider solutions to tame the lines. Could a dash of entertainment, such as a line-side comic or magician, or thoughtful amenities like … Read the full article at TG&H Magazine
