Let’s just call it out: Guest service is the one thing every casino says is important, but also the first thing to get slapped on a t-shirt, hyped for three weeks, and then ghosted. Sound familiar?
I can’t count how many times I’ve walked into a property and heard, “Oh yeah, we did a service program a while back.” And I’m like, “Great! How’s that working for you now?” Cue the crickets.
Here’s the deal: Guest service isn’t a campaign. It’s not a rally cry. It’s not a smile quota. It’s your culture. And if it’s not baked into your policies, your training, your job descriptions, and your daily behavior, then it’s just window dressing, or worse, a missed opportunity.
Guest service isn’t just the icing on the cake. It’s the cake. If your team doesn’t know the recipe, don’t expect magic in the oven.
Ditch the sticker charts. Start a movement
You can’t “incentivize” your way into culture. You have to live it. And that means everyone from the GM to the newest team member knows exactly what good service looks like, how to deliver it, and how to support each other doing so. It also means having each other’s backs, not just calling each other out … Read the full story at TGandH.com
