5 Service Strategies To Turn Guest Friction into Loyalty and Revenue

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Tribal gaming and hospitality leaders are under increasing pressure to boost non-gaming revenue, yet the same recurring guest complaints continue to surface across properties. These friction points can really chip away at spend, loyalty, and repeat visits, which are crucial for non-gaming growth.

In this session, Kelley Carpenter draws on a career spent building the service standards and training programs that high-performing hospitality teams rely on.

She’ll break down five practical strategies leaders can use to connect workforce development, onboarding, and frontline execution, building teams that are consistent, accountable, and ready to deliver across every guest touchpoint.

Whether it’s in food and beverage, retail, or guest services, the session dives into how enhancing service standards, onboarding, and frontline leadership can open up new non-gaming revenue opportunities and elevate the overall guest experience.

Learning Outcomes
By the end of this session, attendees will be able to:
Spot where frequent guest complaints reveal gaps in service standards and revenue performance
Turn service expectations into clear, repeatable actions for hospitality teams
Strengthen onboarding and workforce development to speed up competency and ensure consistency
Empower frontline leaders to coach service recovery and reinforce expectations in real-time
Link workforce performance to non-gaming revenue opportunities in hospitality operations
Foster a culture of accountability that views complaints as valuable performance data to drive long-term growth