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, […]
Guest Service
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 […]
Guest Service
Why “Hire for Attitude – Train for Skill” Fails – Part I of II
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 […]
Guest Service
Top Six 2019 Guest Experience Trends
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. […]
Guest Service
Client Spotlight: Kickapoo Lucky Eagle Casino Hotel
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 […]
Guest Service
Raving Client Profile
The WeKoPa Way! From my very first job working in a casino up to today, I have been lucky enough to work with a wide variety of people who truly believe in giving the guest […]
Guest Service
The Casino and Hotel Disconnect
Are you providing a total guest experience? How is the connection/communication between the casino and hotel? Marketing and the hotel? What about the PD team and the hotel? This communication is vital, not just for […]