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. […]
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 […]
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 […]
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 […]
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 […]
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, […]
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 […]
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 […]
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 […]
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 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 […]
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 […]
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 […]
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 […]
Why does “hire for attitude – train for skill” often fail? Because we, as employers, fall short on the “training” part of the equation We are constantly told to “hire for attitude – train for […]
How casinos can keep pace with other industries If you want to see the key to unforgettable guest experience, look in a mirror. Dedication to a high level of guest experience starts at the top. […]
What an Idea. A Crazy, Mad, Wonderful Idea! A little background on this property: Kickapoo Lucky Eagle Casino Hotel, located in Eagle Pass, Texas, is proudly owned by the Kickapoo Traditional Tribe of Texas. It […]
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