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HomeArticlesGuest Service

Guest Service

Articles

How to Deal With Stress and Difficult Guests

July 7, 2022 Janet Hawk

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

July 7, 2022 Steve Browne

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

September 22, 2021 Steve Browne

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

July 4, 2021 Steve Browne

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

April 3, 2021 Steve Browne

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

January 26, 2021 Steve Browne

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

October 8, 2020 Steve Browne

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

July 13, 2020 Steve Browne

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

June 8, 2020 Stephanie Somanchi

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

May 18, 2020 Deb Hilgeman

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?

April 13, 2020 Steve Browne

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

March 23, 2020 Justin Shank

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

March 23, 2020 Janet Hawk

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

August 5, 2019 Janet Hawk

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

July 23, 2019 Janet Hawk

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

April 1, 2019 Tom Osiecki

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

January 1, 2019 Janet Hawk

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

October 1, 2018 Janet Hawk

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

July 3, 2018 Janet Hawk

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 […]

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