Casino operators love to talk about VIP events. Golf trips. Slot tournaments. Concert nights. New Year’s parties. Exclusive dinners. The calendar fills up fast, the invitations go out, and the attendance numbers look good on […]
By Janet Hawk & Liz Palar Let’s start with something 95 percent of us can probably agree on: We hate difficult conversations. There’s no one-size-fits-all response when a guest is angry, frustrated, or demanding something […]
It’s true: knowing what your competition is doing is a great tool for improving your business. I’m not just talking about visiting their website or skimming their ads. That’s a good place to start, but […]
As most of you know, I have been in player development for a long time. This summer, I will start my 40th year in this wonderful industry (I started when I was three!). I started […]
Yes, it’s me. And yes — this is an update of the article I wrote eight-ish years ago, back when leggings weren’t officially pants and hosts still carried binders thicker than a Guns N’ Roses […]
by Janet Hawk, VP of Player Development & Guest Experience Crank the rock n’ roll and grab your coffee — this is not a kumbaya chat about “being nice to VIPs.” I live in the […]
Let’s just call it out: Guest service is the one thing every casino says is important, but also the first thing to get slapped on a t-shirt, hyped for three weeks, and then ghosted. Sound […]
Years ago, I was invited to visit a casino out west with several colleagues. We were getting ready to install innovative technology, and this casino had not only the systems we were looking at, but […]
If there is one thing you can count on in the gaming and hospitality industry is opportunity and change. Especially with today’s evolving labor force and use of technology tools, Tribal casinos may find themselves […]
Hello from Big Sky Country , Montana! I have the privilege of working with gaming and hospitality teams across the country, and no matter what we’re talking about, guest service, leadership, player development … the […]
Janet Hawk gives us the “who” and the “what” at the recent Raving NEXT: Indian Gaming Strategic Operations & Leadership Conference. Click “Play” above to get the answers: What do we sell at the casino? […]
I had an interesting conversation a few weeks ago. I was having coffee with a couple of friends and we were discussing all the different ways our jobs have gotten harder, as well as how […]
During a session at this summer’s Host and Player Development Conference, we were talking about all the things a host must focus on to be successful. The question was asked, “How am I supposed to […]
I did a similar article years ago and felt it was time to revisit the topics and see if anything has changed, especially with the “excitement” of the last few years. I still love […]
Dear Bosses, We, your dedicated team members, feel it is far past time for us to share with you some of the ways that we feel let down and unsupported. This letter goes out to […]
During our Host Player Development Conference, hosted in Vegas this past July, we asked our attendees, “What is the hardest part of being a host or being in player development?” We received quite a few […]
I had an interesting conversation a few weeks ago. I was having coffee with a couple of friends and we were discussing all the different ways our jobs have gotten harder, as well as how […]
As the saying goes, if you fail to plan, then you’re planning to fail. So many times, I see hosts who just go where the wind blows them every day. This is a huge mistake! […]
Hosts are dealing with so many different types of people, both internally and externally, every minute of every day and they must have excellent communication skills. Many times, hosts feel like their job is to […]
Often, the first meaningful point of contact in any casino is at your players/loyalty club. These team members continually have more interaction with your players than anyone else in the casino. Yet, these team members […]
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