 |  | Wednesday, 27 February 2008 |
Observation Leads to Great Casino Guest Service
15 Nov 2004
November 15, 2004 -- Smart casino employees learn that they can provide great guest service if they observe their guests and look for opportunities.
Observant employees will know when a guest is in need of service, says Martin R. Baird, chief executive officer of Annapolis, Md.-based Robinson & Associates, Inc., a guest-service consulting firm for the gaming industry. That can result in tips and it sets the casino apart from the competition. Everybody wins when this happens guests, employees and the property
Bairds new book, Gaming Guest Service from A to Z uses the alphabet to explore important words to help gaming executives, managers and employees understand how critically important outstanding guest service is and how to provide it. The book has all the letters of the alphabet and each letter has a series of words that give insight on how to provide great guest service.
The following are helpful tips excerpted from the books section on the letter O:
Observe. Its smart to observe your guests, but dont spy on them; just watch and pay attention to them. By watching what they do and how they do it, you have an opportunity to know what they want before they ask. If you see someone put down an empty glass at a machine, you know to bring them a refill. If you notice someone cant find the restroom, step forward and help them before they start looking around for assistance. That simple act of observation sets you apart from the rest and sets your casinos guest service apart from the many competitors.
Outstanding. Guests want to have an outstanding gaming experience. They dont want it to be merely good or fairly decent. They want it to be outstanding. They want you to do the things that make them say, Wow! If you can do that, theyll get their outstanding experience. And theyll stay and play longer. Theyll also tell their friends, neighbors and co-workers and, therefore, your business will grow.
Opportunities. Gaming employees who provide great service have unlimited opportunities. Guests come to them because they do a good job. Guests come to them when theres a problem because they know it will be solved. Management comes to those employees when its time to hand out rewards and recognition. Make the most of your guest service opportunities.
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 companys Web site, http://www.casinocustomerservice.com, is devoted to helping casinos improve their guest service so they can compete and increase revenues. The company may be reached by phone at 480-991-6420 or by e-mail at mbaird@casinocustomerservice.com. Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association. |
|
| 
 | Lucky Nugget Casino
VS.
888 Online Casino
| | Lucky Nugget Casino | 888 Online Casino |
Rank:
10 |
Rank:
10 |
Bonus:
$200 |
Bonus:
$200 |
Jackpots:
No
|
Jackpots:
Yes
|
Payout:
96.67%
|
Payout:
98.01%
|
Games:
149 |
Games:
10 |
VIP Support:
Yes
|
VIP Support:
Yes
|
Multi
player:
No
|
Multi
player:
Yes
|
Full-Screen:
Yes
|
Full-Screen:
Yes
|
Flash:
Yes
|
Flash:
No
|
Java:
Yes
|
Java:
Yes
|
Download:
Yes
|
Download:
Yes
|
Sound:
Yes
|
Sound:
Yes
|
CD:
Yes
|
CD:
No
| Software:
Microgaming | Software:
Random Logic |
Live Help:
Yes
|
Live Help:
Yes
|
Phone:
Yes
|
Phone:
Yes
|
|
| Payout Percentages | |
Casino: |
Payout: | | Lucky Nugget Casino | 96.67%
| | 888 Online Casino | 98.01%
|
|
| Free Bonuses | |
Casino: |
Bonus: | | Lucky Nugget Casino |
$200 | | 888 Online Casino |
$200 |
|
|
