Casino loyalty programs are very good at putting players into buckets. They earn points. They cross a hurdle. They move into a new tier. They get a different colored card and a new list of […]
Casino operators love to talk about VIP events. Golf trips. Slot tournaments. Concert nights. New Year’s parties. Exclusive dinners. The calendar fills up fast, the invitations go out, and the attendance numbers look good on […]
From London to The Desert and Back Gila River Resorts and Casinos, located in the Valley of the Sun around Phoenix, are unlikely locations for a strategic partnership with the Hippodrome Casino from London, England. […]
After 16 years in player development, I’ve watched many commercial casino operators chase every efficiency gain shareholders demanded. Now AI has given them an entirely new way to cut headcount, and leadership teams are taking […]
It’s true: knowing what your competition is doing is a great tool for improving your business. I’m not just talking about visiting their website or skimming their ads. That’s a good place to start, but […]
Carl Sagan once famously said that if you wish to make an apple pie from scratch, you must at first invent the universe. Keeping players through responsible gambling initiatives has a similar logical flow – […]
I’ve been to dozens of Tribal gaming conferences over the last few years, and the focus has been familiar: AI, AI automation, (sprinkle in some prediction market banter) AI. While the topic remains important, I […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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. […]
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 […]
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 […]
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 […]
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? […]
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