Best Practices Protocol for Guest Communication

Why Northern Quest Resort & Casino's emails to guests impressed me

One of the first casinos nationwide to reopen after the coronavirus closings set a best practices protocol for guest communications during these challenging times. Northern Quest Resort & Casino, a Kalispel Tribal Enterprise in Airway Heights, WA, was in uncharted territory in creating a guest communications plan from pre-closing to post-reopening.

Northern Quest Resort & Casino has been open to sharing their learning throughout this process. From the operations side, please click here to read our wrap up from a round table discussion we had with their leadership team. You can also watch an interview with Northern Quest Resort & Casino we did with them on opening day.

Of the many emails I receive from being on casino mail lists, Northern Quest Resort & Casino stood out and above. To find out the strategies and tools used in communications to their guests, Raving interviewed Julie Holland, Director of Public Relations and Communications for the Kalispel Tribal Economic Authority.

The many different components of the communications program can be a resource for other casinos. The messages sent by Northern Quest to its guests, and the detailed lists by department of the “new normal” at their property, can be found at this link:

Click here to read the entire report at

Deb Hilgeman
Deb Hilgeman 13 Articles