It is a time of unrest!
Well, there is no other way to put it. It is a time of divisiveness and hostility in our country. A time of differences, arguments, and uncertainty. A time of crisis in our very way of life. And no matter your political persuasions, I think we can all agree that we are more divided than ever, at least in recent history.
Other forces are tearing us apart as well. Social media has become antisocial media. We stick our noses in our cell phones, computers, texts, emails, blogs, and websites, and it is taking from us the ability to simply greet one another or hold a conversation. It is taking from us our very humanity. We’d rather text and TikTok than talk to someone phone-to-phone, much less face-to-face.
Technology is both lifting us up and driving us apart. Hopefully, we in the entertainment and hospitality industry, specifically the gaming hospitality industry, understand this is an opportunity.
An opportunity, you say?
Yes, an opportunity.
An opportunity to use our casinos, restaurants, and resorts to help heal the world. To bring together diverse people from all over and host them in a safe, secure, and caring environment where we meet their needs to be heard, seen, and matter through our service skills and our hospitality.
I once looked up the definition of hospitality in the dictionary. Here is what I found: Hospitality – to provide an enriching and sustaining environment to others.
“Enriching” and “sustaining” are powerful words that mirror the power of our product if properly packaged and sold. That product creates an environment where people feel wanted, welcome, and sustained. A feeling of belonging and, yes, being enriched.
It is the “why” in our world. Not the “what” or the “how,” but rather the “why” of hospitality that is more important today than ever.
So, I would like to dedicate this article not to the “whats” and “hows” of great guest service but rather to the “whys.” In my columns, teachings, and presentations, I have often said that we sell an entertainment experience that enriches our players’ lives.
And we need that now more than ever.
To bring people together. To make them whole. To remind them that no matter what else we face in this turbulent world of today, they are treasured and cared for. That they matter. That we are one people all around the gaming world.
As I look towards 2025 and what it may bring, I would like to suggest that we once again dedicate the coming year to the subject of service. Guest service. Great guest service.
It is the kind that makes one feel whole, complete, and appreciated for who and what they are. After all, it is what we sell at our many machines, tables, betting parlors, hotel rooms, lounges, restaurants, and spas.
Will you join me?
Will you put aside our differences and come together around one main purpose: to build a hospitality product on our properties that is sustaining and enriching to our guests? A product of great guest service to all who come through our doors.
If we all join, we can make it happen. We can help change the world. I know it’s true.
Join us in 2025, the year of great guest service, and help heal the world.
