Somewhere in your casino right now, somebody is looking at a comp exception report and asking, “Why on earth did they give that to that player?” And somewhere else, a host is trying to figure […]
NEWS FLASH! Money is not what motivates us! Period, exclamation point, end of story! Don’t believe me? Well, you better, because it’s been proven true time and again, from many well-published psychological studies to anecdotal […]
If you want to talk about guest service in casinos, you can start anywhere — smiles, speed, standards, training, culture. But lately, everybody wants to start with technology. Fair enough. Technology can be a game-changer. […]
That’s right. It’s an age-old question, and one that might never be answered. Which came first, the chicken (the guest) … or the egg (guest service)? On the other hand, as long as you have […]
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” […]
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 […]
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 […]
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 […]
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. […]
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 […]
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, […]
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 […]
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 […]
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. […]
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 […]
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 […]
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 […]
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 […]
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, […]
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 […]
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