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 […]
Guest Service
Articles
The ROI of the Human Touch
In today’s casino environment the focus always revolves around increasing ROI, ADT, ADW and whatever acronym that says were making more money. Adding on whatever fee we can find or increasing the house advantage on […]
Articles
Everything Everywhere All at Once is a Movie, not a Blueprint for Hosts
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 […]
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
How Was Your Stay?
Today we are going to explore and discuss some fundamental processes and interactions of a casino/property that guests rely on for a grand experience, thus, them being able to answer the posed question, “How was […]
Guest Service
Comanche Nation Casinos: Our mission is Numunu, family
Comanche Nation Casinos: Interview with Mia M. Tahdooahnippah, Chief Executive Officer TG&H: Mia, for those readers who are not familiar with your casinos, tell us about your guests, your team members and what type of […]
Articles
How to Deal With Stress and Difficult Guests
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 […]
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
Focus on Guest Service
How to address fear, tension, resistance and fatigue Ready or not, here we go! We are coming out of our burrows and blinking in the light of this new world. Reopening is happening and we […]
Guest Service
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. […]
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 […]
Guest Service
Social Media as Guest Service
Seven questions for your operation Casino marketers agree that social media is a powerful marketing tool to reach our players. We create content and advertisements to enhance our brand awareness and share information with our […]
Guest Service
When Gamblers Design a Hotel
How creature comforts and consistent service can drive revenue Why is it that casinos spend millions of dollars on their new hotel or addition, but miss the mark? I don’t know how many times I’ve […]
Guest Service
Why “Hire for Attitude – Train for Skill” Fails – Part II of II
How your department trainers can set the stage for success In Part I of this series, we went over four suggestions to improve your basic foundational training, including Casino 101 basics, interdepartmental teamwork, guest service […]