HOME DIGITAL BOOKS ANALYSERS BRIGHT IDEAS ARTICLES SNIPPETS LINKS STOCKS ABOUT
 
SEARCH SITE
SUBSCRIBE
 


  ARTICLES
Savvy Casino Managers Are On to Something:
by Martin R. Baird

No matter what’s happening in the world, casino guests want one thing – an outstanding gaming experience. Casinos that understand the significance of stellar guest service are on to something.

Guests want an experience that is so memorable that it keeps them coming back even if they leave with less money in their pocket. Guests who enjoy themselves will come back and play again and that contributes to a casino’s bottom line.

Here are seven keys to improving casino guest service.
Number 1: Change Is Difficult. Improving guest service starts with changing how employees provide the service. They must step outside their comfort zone and they will find the process difficult. You must identify what will motivate your people to perform the desired behaviors you’re looking for. You must overcome the hurdle of getting a critical mass of employees to see that this guest service culture is good for them as well as the casino.

Number 2: Hiring the Best Is Not Enough. Even if you hire the best employees, you will discover they still need improvement. Guest service training is critical. The alternative is to hire people and then fire them for not providing the guest service you need.

Number 3: Be Picky About the Training. Hire a training company that makes the experience enjoyable, that encourages participation. The trainers need to know the industry and they should understand that most casino employees only make money when they offer their guests a great experience. Hire a company that specializes in guest service training for the gaming industry.

Number 4: Make It Fun. Inject a lot of fun into the training. Learning is fun and if you start guest service training with that premise, you will increase both retention and application. Children learn when they’re having fun and the same goes for adults.

Number 5: Training Is An Investment. Training is an investment in your staff. In turn, that investment creates opportunities to generate more revenue. Guest service training ultimately will increase a property’s play. Guests who have a good time will come back. It can be eight to 10 times more expensive to get a guest to visit once than it is to get them to return.

Number 6: Start With An Accurate Perspective. Before you embark upon improving guest service, get a 360-degree view of your existing level of service. You need to see things from the guest’s perspective, from management’s viewpoint and from the employees’ standpoint. When you do this, you have a clear view of what is really happening. Training must start from this perspective.

Number 7: Great Service Is An Acquired Skill. Few people inherently know how to provide great service. Good service is built over time with training. You need to offer training that shows employees that they and your property will be rewarded if they adopt these new, better behaviors. I’m talking about training that creates skills that are an investment in your employees’ future.



Date Posted: 05-May-2014

Martin R. Baird is chief executive officer of Robinson & Associates, Inc., a Boise, Idaho-based consulting firm to the global gaming industry that is dedicated to helping casinos improve their guest service so they can compete and generate future growth and profitability. Robinson & Associates is the world leader in casino guest experience measurement, management and improvement. For more information, visit the company’s Web sites at http://casinocustomerservice.com and www.advocatedevelopmentsystem.com or contact the company at 208-991-2037. Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.



 
 
Click here to login to Subscribers area Make urbino.net my homepage Add urbino.net to my favourites Check your Hotmail Search Google

  MORE ARTICLES


Savvy Casino Managers Are On to Something:
It’s Not A Myth: Size and Length Are Critical
Do You Hear the Flushing? Money Down the Drain
Is Your Casino’s Valet Service Driving Guests Away?
Casino Train the Trainer Program Has Unexpected Benefit – It’s Life Changing
Are Gamblers Really That Bad?
Here’s A Great Idea for Better Casino Customer
Casino Mystery Shoppers and Gaming
Lunar Poker Hits the USA
Casino Competition Will Become More Complex
Understanding or Confusion with Online Poker and Gaming
Casino Marketing Will Be Disrupted By Facebook Graph Search for 5 Important Reasons
Comment Cards Are the Dinosaurs of Casino Customer Feedback
Competition, Competition, Competition Will Be
Simple Things Make A Huge Difference
Are You in Casino Customer Service Training Hell?
Create Fun Unique Casino Special Events
Critical Success Factors For Asian Casino Developments
Secrets to Catching Big Fish
The World Has Changed and Casinos Need the Competitive Advantage of Real-Time Customer Feedback
Marketing Challenges for the Global casino Industry in the Year of the Dragon and Beyond
Casino Marketing in Good Times versus Bad Times
S.M.A.R.T Service Standards Help Casinos Create Outstanding Gaming Experience
Coupons, Groupons, and Daily Deals
A Global Communication Challenge
Money Talks – Techniques for Improving Guest Service
How to Grow Gaming Revenue in an Economic Downturn
White Tigers, White Lions and Casinos
Catch the Casino Ripple With Stellar Guest Service
Team Selling – Team Hosting in the Casino Industry
Casino Marketing Misses the Mark
ICATS = “An Incredibly Successful Casino Promotion”
Crank Up Service to Help Casino Guests Take A Break
Casino Credit without Risk
Little Bets Can Pay Off In Big Way

show more
 
 
HOME | DIGITAL BOOKS | ANALYSERS | BRIGHT IDEAS | ARTICLES | SNIPPETS | LINKS | STOCKS | ABOUT
SUBSCRIPTIONS

© Urbino.net 2017. All rights reserved.
Site by ojo online