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News Ticker
  • Eric Fisher, Rick Velotta Honored as Recipients of Association of Gaming Equipment Manufacturers (AGEM) Memorial Awards Honoring Jens Halle and Peter Mead
  • BMM Testlabs Secures Full U.s. Class Iii Access, Driving Land-based Growth as Company’s 2025–2026 World Tour Begins at G2e October 6-9 in Las Vegas
  • Light & Wonder Unveils LIGHTWAVE™ Cabinet and Four New Hardware Innovations at G2E 2025, Ushering a New Era of Immersive Gaming
  • Indian Gaming Association Chair Stevens’s death leaves void in Indian Country
  • International Gaming Standards Association (IGSA) Invites Industry to Annual Meeting and Booth at G2E 2025
  • Tony J. Amormino Named to Emerging Leaders of Gaming’s 40 Under 40 List
  • GLT Statement on Passing of Ernie Stevens Jr.
  • Padilla, Schiff Announce Bipartisan Bills to Support Over 2,000 Acres of Tribal Land Management
  • 30,000 Gather to Celebrate Native American Culture at the 34th Annual Morongo Thunder & Lightning Powwow
  • United Indian Nations of Oklahoma honors Indian Boarding School survivors and the Native children who never returned home by observing Orange Shirt Day
HomeAuthorsSteve Browne

Articles by Steve Browne

Steve Browne
 
Articles

The Analytics Behind VIP Gifting: Stop Throwing Toasters, Start Moving the Needle

September 27, 2025 Steve Browne

I came up in this business in the ‘80s, when hair was big, and comps were bigger. I’ve been a lumpy dice dealer, an on-the-floor pit boss, and a casino owner who preached “customer worship” […]

Articles

Free Drinks, Big Tips, and the Heart of the Game

June 21, 2025 Steve Browne

A dinosaur’s introduction I am a dinosaur. That’s right, a living, breathing fossil from another time, another era. You know, the old guys, the ones that have been around forever, who like to yell, “That’s […]

Articles

Are Your Hosts Educated in the Finer Things In Life?

March 19, 2025 Steve Browne

I just got back from a cigar buyers show in Vegas. What’s that you say? That’s right: the TPE Buyer Show that’s held every year by Kretek International in Las Vegas, where you can peruse […]

Articles

An Open Letter to the Gaming Industry

December 18, 2024 Steve Browne

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

Host Skills for Table Games

September 30, 2024 Steve Browne

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

June 21, 2024 Steve Browne

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!

March 15, 2024 Steve Browne

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 …

December 21, 2023 Steve Browne

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

September 23, 2023 Steve Browne

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

March 25, 2023 Steve Browne

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

January 4, 2023 Steve Browne

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

September 28, 2022 Steve Browne

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

July 7, 2022 Steve Browne

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

September 22, 2021 Steve Browne

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

July 4, 2021 Steve Browne

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

April 3, 2021 Steve Browne

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

January 26, 2021 Steve Browne

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

October 8, 2020 Steve Browne

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

July 13, 2020 Steve Browne

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?

April 13, 2020 Steve Browne

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 […]

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TG&H Magazine Digital Edition

Latest News

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  • Ainsworth to Celebrate 30th Anniversary at Global Gaming Expo With New Cabinet, Premium Games, and New Titles
    September 30, 2025
  • Indian Gaming Association Announces Memorial Services for Chairman Ernest L. Stevens, Jr.
    September 30, 2025
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