As most of you know, I have been in player development for a long time. This summer, I will start my 40th year in this wonderful industry (I started when I was three!). I started […]
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 […]
Yes, it’s me. And yes — this is an update of the article I wrote eight-ish years ago, back when leggings weren’t officially pants and hosts still carried binders thicker than a Guns N’ Roses […]
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” […]
by Janet Hawk, VP of Player Development & Guest Experience Crank the rock n’ roll and grab your coffee — this is not a kumbaya chat about “being nice to VIPs.” I live in the […]
In the glittering world of U.S. casino hotels, where neon lights and high-stakes games draw millions of visitors annually, success hinges on more than just the gaming floor. Behind the scenes, back-of-house (BOH) areas — […]
Let’s just call it out: Guest service is the one thing every casino says is important, but also the first thing to get slapped on a t-shirt, hyped for three weeks, and then ghosted. Sound […]
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 […]
When you were a kid, did you ever get an extra scoop of ice cream and thought you were the luckiest person ever? Then, three-quarters the way through, you realized you couldn’t finish it and […]
By Jeff Gray, Raving Partner, Business Optimization and CEO, Lean Revisions In today’s rapidly changing business environment, organizations must continuously adapt to remain competitive. Toyota, a global leader in operational efficiency, has perfected lean management […]
Years ago, I was invited to visit a casino out west with several colleagues. We were getting ready to install innovative technology, and this casino had not only the systems we were looking at, but […]
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 […]
If there is one thing you can count on in the gaming and hospitality industry is opportunity and change. Especially with today’s evolving labor force and use of technology tools, Tribal casinos may find themselves […]
Hello from Big Sky Country , Montana! I have the privilege of working with gaming and hospitality teams across the country, and no matter what we’re talking about, guest service, leadership, player development … the […]
Many people believe that guest service is a differentiator in a competitive market, but they don’t know how to build a model to justify the expense of investing in guest service improvements. If this describes you, then […]
Janet Hawk gives us the “who” and the “what” at the recent Raving NEXT: Indian Gaming Strategic Operations & Leadership Conference. Click “Play” above to get the answers: What do we sell at the casino? […]
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 […]
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 […]
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