🎰 7 Keys to Improving Casino Guest Service, Part 1 | Casino Customer Service

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For some reason, people in the gaming industry lose sight of the fact that change is difficult. Just for fun, take a day and look at the amount of time and energy you spend hiring people. Invest a little time auditioning to make sure you find the best solution for your guest service needs. It may not be the exact outcome you desire but they will help you to a point. Good customer service and the outstanding guest experience that comes from that also have an effect on your bottom line. That, to me, is good business sense. To read other articles by Martin Baird, go to www. It was boring and slow and those were the good points. Martin R. Some casinos say they have one of their other vendors provide guest service training. A company invests in training because it needs and wants more out of its people. How can we build a long-term customer service solution?

How do we improve our guest service? The challenge is getting a critical mass of employees to see that this change, this guest service culture, is in their best interest. Employees know that they will not always be compensated for their efforts.

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.

Developing a guest service culture is an evolutionary process. I have no problem with going to commit mm best in slot remarkable discount store and buying paper towels and napkins. Now look at best casino customer service it would take to turn your employees into best casino customer service great guest service ambassadors.

Human beings do not quickly accept change unless they experience a major event or have some other good reason to change. You find and hire the best of here best and they still need improvement.

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.

Click Here to Leave a Comment Below. The trainers also need to know the industry. Automobiles are not created equal and the same goes for training. Good training gives them the skills they need to make that effort.

How do we make our guest service training work? But they know they will win over time if they put in a consistent effort. Leave a Comment:.

They should understand that most gaming employees only make money when they offer their guests a great experience. People retain new information the least when all they do is listen to a lecture. Players and employees are the same when it comes to change. You should also hire a company that specializes in customer service training for the gaming industry. You need to invest in training that makes the experience fun, that encourages participation. Guests who enjoy themselves will come back and play again. Guess what? A brick will open a window. But I would not buy something as critical to my overall success as the guest experience and purchase it on price alone. All casinos work hard to hire the very best candidates to fill job openings at their property. Related Posts. They give examples of how slowly players get around to doing something new. Change takes a high level of repetition and it needs to be of interest to those on the receiving end. Casino executives who ask these questions are on to something. Learning dictates that people learn when they say it and do it. When I ask executives about getting players to try new games, they tell me how hard that is to do. These seven keys will set you on the right path to creating a customer service culture at your property and reaping the rewards. Yes, a very small percentage of your staff members will change just because you ask them to. The cleanup may not make it worthwhile, but the window will now be open.