🍒 10 Tips for Stellar Casino Service | Casino Customer Service

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To read other articles by Martin Baird, go to www. But I would not buy something as critical to my overall success as the guest experience and purchase it on price alone. Click Here to Leave a Comment Below. Just for fun, take a day and look at the amount of time and energy you spend hiring people. Players and employees are the same when it comes to change. People retain new information the least when all they do is listen to a lecture. Human beings do not quickly accept change unless they experience a major event or have some other good reason to change. Employees know that they will not always be compensated for their efforts. The cleanup may not make it worthwhile, but the window will now be open. That, to me, is good business sense. Learning dictates that people learn when they say it and do it. Leave a Comment:.{/INSERTKEYS}{/PARAGRAPH} After all, this is the entertainment business and if your employees are not part of the entertainment, your guests will make the choice to spend their dollars elsewhere. Martin R. Guess what? You find and hire the best of the best and they still need improvement. Automobiles are not created equal and the same goes for training. But they know they will win over time if they put in a consistent effort. The challenge is getting a critical mass of employees to see that this change, this guest service culture, is in their best interest. Now look at what it would take to turn your employees into truly great guest service ambassadors. All casinos work hard to hire the very best candidates to fill job openings at their property. When I ask executives about getting players to try new games, they tell me how hard that is to do. You should also hire a company that specializes in customer service training for the gaming industry. Some casinos say they have one of their other vendors provide guest service training. Change takes a high level of repetition and it needs to be of interest to those on the receiving end. It may not be the exact outcome you desire but they will help you to a point. Related Posts. {PARAGRAPH}{INSERTKEYS}How do we improve our guest service? A company invests in training because it needs and wants more out of its people. Good customer service and the outstanding guest experience that comes from that also have an effect on your bottom line. Guests want an experience that is so wonderful and memorable that it keeps them coming back even if they have less money in their pockets when they leave. Casino executives who ask these questions are on to something. Invest a little time auditioning to make sure you find the best solution for your guest service needs. You need to invest in training that makes the experience fun, that encourages participation. It was boring and slow and those were the good points. Good training gives them the skills they need to make that effort. Developing a guest service culture is an evolutionary process. Yes, a very small percentage of your staff members will change just because you ask them to. They give examples of how slowly players get around to doing something new. For some reason, people in the gaming industry lose sight of the fact that change is difficult. A brick will open a window. They should understand that most gaming employees only make money when they offer their guests a great experience. I have no problem with going to a discount store and buying paper towels and napkins. These seven keys will set you on the right path to creating a customer service culture at your property and reaping the rewards. How can we build a long-term customer service solution? How do we make our guest service training work? The trainers also need to know the industry. Guests who enjoy themselves will come back and play again.