Articles
An Open Letter to the Gaming Industry
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 […]
Articles by Steve Browne
Articles
Host Skills for Table Games
This past July at the annual Host Player Development Conference I presented a session on how hosting players at the tables is different from those in the slots. Following are some highlights from the presentation. […]
Articles
Top Five Differences Between Teleselling and Telemarketing
What hath Alexander Graham Bell wrought? Oh, that dastardly telephone! It sits there, on your desk, or in your pocket just waiting to be used and abused as you go about your daily routine. Who […]
Articles
The Beauty of Recurring Revenue!
Let’s face it: Every business thrives and survives, or dies, on the revenue it generates. You can talk about expense management, efficiency, cutting waste, etc., until you are blue in the face, but without revenue, […]
Articles
What Are You Giving Back …
TG&H Readers: We’ve had requests to rerun this classic article from Raving’s Mister Browne. Yes, it’s circulated every department for the last … twenty years! And although technology may change, people may change, properties may […]
Articles
Your Five-Step Service Walkabout
It’s that time of the year again – the moment to swap those loafers for sneakers or opt for snazzy running shoes, or whatever suits your style. Step out of that office chair and onto […]
Articles
How to Impact Your Guests Today With the Most Powerful Gesture in the World
Hi. How ya doin? Nice to see you … Thanks for reading … How ya’ been? It really is a pleasure … And it’s very simple, these phrases. They all have one thing in common. […]
Articles
TG&H Value Add: Audit Checklist for Player Development
How’s your player development plan for the new year? You know, the plans for making your player development more targeted towards driving incremental revenue from qualified sales leads … instead of just glad-handing and keeping […]
Articles
The Hospitality Professional: Part Four
Read previous articles here: Part I | Part II | Part III Once more unto the breach, dear friends. We have arrived on the fourth lesson in my series, “How to Be a Hospitality Pro […]
Articles
What Our Elders Can Teach Us
Years ago, I went ElderHostel’ing. That is, I spoke to groups of seniors from the ElderHostel program (now known as Road Scholar) here in Reno. For those who aren’t familiar with this program, it is […]
Articles
An Industry Expert on the Current Challenges of Guest Service and Player Development
Steve, we’re back to some casinos cancelling concerts and changing some group events. At the National Indian Gaming Association Tradeshow this past July, I don’t know how many casino execs told me that they have […]
Articles
The Hospitality Professional: Part Four
Okay, class, time for number four … my fourth lesson in “How to Be a Hospitality Pro … or, How I Became One in My Spare Time.” You may remember from my last three articles, […]
Articles
Un-Wowed by Another Guest Service Failure
Well, as much as I hate to take a break from my series of Hospitality Pro articles (we’re up to number four, in case you missed it), I must digress in this issue and revisit […]
Articles
The Hospitality Professional: Part Three
Okay, class, time for number three … your third lesson in “How to Be a Hospitality Pro … or, How I Became One in My Spare Time.” You may remember from my last two articles, […]
Articles
The Hospitality Professional: Part Two
Okay, class, hunker down and pay attention … It’s time for your second lesson in “How to Be a Hospitality Pro … or, How I Became One in My Spare Time.” You may remember from […]
Articles
The Hospitality Professional: Part One
So, there I was, driving in my car. It was a dark and stormy night! Okay, so it wasn’t stormy, and it wasn’t even dark yet, just one of those pleasant late-spring evenings with the […]
Guest Service
Can You Smile Beneath that Mask?
Guest Service in the Time of The Coronavirus Tough times are these, but then, I don’t need to tell you that sitting on your shut-down property with your team members all out on leave, paid […]
Host & Player Development
The Important Role of a Slot Ambassador
Don’t let technology replace the human element on our floors Have you downsized your floor team members in the face of ever-increasing technology? Even more importantly, are you still running your casino floor the same […]
Host & Player Development
Laments From a Modern Day Casino Host
Somebody somewhere decided to buy the play from our guests Yesterday I called up one of my players. He lives across the country. With the approaching onslaught of winter, it’s time for the snowbirds to […]
Host & Player Development
Integrating Your Loyalty Club and Player Development Function
Why this is critical to your organization’s growth It’s not rocket science. No, it’s not. Nor is it a rocket ship. It is not a cure for disease, or a solution to global warming. It […]