A Commitment to Guest Service Is Crucial At Casinos and
by Martin R. Baird

A Commitment to Guest Service Is Crucial At Casinos and
It Must Start At the Very Top With Senior Management

Quality guest service happens only when the service mind-set starts at the top of a casino’s management ranks and trickles down to everybody.
“A commitment to outstanding guest service must exist throughout a property’s employee ranks but it must start at the top with senior management,” says Martin R. Baird, president of Phoenix, Ariz.-based Robinson & Associates, Inc., a guest service consulting firm for the gaming industry. “Successful casinos know they have to do this to stand out from the competition.”
Following are five tips from Baird on how casinos can apply the secret of
top-level service commitment to make their guests happy.
Number 1 – When employees are expected to go through service training, the lessons are much easier to learn when they see the casino’s executives leading the
guest-service charge.
Number 2 – Executives also must take the training to demonstrate their commitment. “When the general manager participates in the training along with hourly employees, it sends a very strong message to all of the people that this is important,” Baird says. “Word gets out that guest service is a mission.”
Number 3 – Senior management also must demonstrate its commitment by chipping in and providing quality guest service as they move around the property. They are employees, too, and guests look to them for assistance, Baird notes.
Number 4 – When employees see their general manager smiling, greeting guests, helping them with questions and cleaning up, they know guest service is a permanent culture at the property, not a passing fad, Baird says.
Number 5 – When everyone in the casino works together to create a great experience, guests take notice. They appreciate those efforts.

Date Posted: 25-May-2003

Owned by Lydia and Martin Baird, Robinson & Associates, Inc., is a guest service consulting firm that provides specialty guest service training, management skills training, presentation skills training, team building programs and employee incentive and recognition programs for the gaming industry. The Bairds have a Web site, www.casinocustomerservice.com, that’s devoted to helping casinos improve their guest service so they can compete and increase revenues. Robinson & Associates may be reached by contacting Lydia at 480-991-6421 or at lbaird@casinocustomerservice.com. Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.

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