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HomeArticlesHost & Player Development

Host & Player Development

Articles

Are We Really Driving the Trip? Rethinking a Host’s True Influence

March 21, 2026 Ken Kuwabara

Casino hosts play a central role in establishing relationships with the best players in the casino, elevating guest experiences, and fostering loyalty. But in player development, there is a subtle trap even experienced hosts can […]

Articles

From Hosts to Growth Engine: Why Player Development Belongs in the Executive Playbook

March 19, 2026 Janet Hawk

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 […]

Host & Player Development

The (Not So) Hidden Enemy: Why Most Casino Hosts Start Every Day “Behind”

March 5, 2026 Ken Kuwabara

Casino Hosts Start From Behind: How Smarter Tools and Better Habits Can Re-Align Player Development By Ken Kuwabara Player Development Strategist & Former PD Executive Casino hosts begin most days already behind. In a business […]

Articles

No Amenities? No Problem! (2026 Remix)

December 20, 2025 Janet Hawk

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 […]

Articles

Building Beyond the Usual Suspects: Creating Host Team Player Targets for Growth

September 27, 2025 Janet Hawk

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 […]

Articles

Guest Service Isn’t the Icing. It’s the Cake.

June 23, 2025 Janet Hawk

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 […]

Articles

Are Your Hosts Educated in the Finer Things In Life?

March 19, 2025 Steve Browne

I just got back from a cigar buyers show in Vegas. What’s that you say? That’s right: the TPE Buyer Show that’s held every year by Kretek International in Las Vegas, where you can peruse […]

Articles

Why the Philosophy of “Everyone Sells” is Key

December 19, 2024 Janet Hawk

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 […]

Articles

Host Skills for Table Games

September 30, 2024 Steve Browne

This past July at the annual Host Player Development Conference I presented a session on how hosting players at the tables is different from those in the slots. Following are some highlights from the presentation. […]

Articles

Small Casino? Satellite Locations? Limited Resources?

September 24, 2024 Janet Hawk

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 […]

Host & Player Development

Celebrating 20 Years of Education for Casino Marketers, Host PD Teams & Gaming Leaders

July 23, 2024 Deana Scott

Over 350 attendees representing Tribal and First Nation, commercial and international, card clubs and cruise line gaming operations, as well as industry suppliers gathered for the Casino Marketing & Technology and Host Player Development Conferences […]

Articles

Top Five Differences Between Teleselling and Telemarketing

June 21, 2024 Steve Browne

What hath Alexander Graham Bell wrought? Oh, that dastardly telephone! It sits there, on your desk, or in your pocket just waiting to be used and abused as you go about your daily routine. Who […]

Articles

90 Second Spotlight: Who Sells the Casino?

March 15, 2024 Janet Hawk

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? […]

Articles

The Beauty of Recurring Revenue!

March 15, 2024 Steve Browne

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, […]

Articles

How to Deal with Stress and Difficult Guests

December 21, 2023 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 […]

Host & Player Development

QCI Introduces Host Comp Recommendation Algorithm

November 9, 2023 Quick Custom Intelligence

Sponsored Content by QCI In the dynamic world of player development, understanding and meeting individual player needs is crucial. It’s more than just knowing players; it’s about offering tailored experiences. Quick Custom Intelligence (QCI) is […]

Articles

The ROI of the Human Touch

September 23, 2023 Dan Stromer

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

September 23, 2023 Janet Hawk

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

The Do’s and Don’ts of “Cutting-In” to a New (or Existing) Guest

June 26, 2023 Tribal Gaming & Hospitality

Interview with Steve Browne and Janet Hawk One of the most important skills of a casino host is how to introduce yourself properly and effectively to a new or existing guest (also known in the […]

Articles

Five Observations from Five States in Five Months

March 15, 2023 Janet Hawk

  I did a similar article years ago and felt it was time to revisit the topics and see if anything has changed, especially with the “excitement” of the last few years. I still love […]

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TG&H Magazine Digital Edition

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