How To Improve Casino Guest Service

The ideas that casino employees can use to improve customer service are limited only by their enthusiasm and their imagination. Any given week or day doesnÂ?t have to be devoted to improving a particular aspect of guest service.

1. Casino Guest Service Goals
2. Casino Guest Service Ideas
3. Best Casino Guest Service
4. How To Improve Casino Guest Service

(PRWEB)July 27, 2005

Baird is chief executive officer of Robinson & Associates, Inc., a Boise, Idaho-based consulting firm to the global gaming industry that is dedicated to helping casinos improve their guest service so they can compete and generate future growth and profitability. Robinson & Associates is the world leader in casino guest experience. Pay for Performance increases Customer Service Satisfaction at Harrah's Casinos. Developed was a good program based on many factors because it was established as a bonus incentive system designed to improve customer service (operational measure) at all levels of the Casino’s throughout the Harrah’s Entertainment enterprise. 7 Keys to Improving Casino Guest Service, Part 1. I can’t walk into a casino without encountering a stream of management questions related to guest service. If you need to improve guest service, don’t grab the closest tool or hire the most available company.

Saying you are customer service focused is not enough in gaming these days, with stiff competition and the soft economy chipping away at revenues. Casinos must know that their service is excellent. Service standards eliminate the guesswork and align the casino for success. Tell your techs in the pilot program that they will have that customer assigned to them on every future service visit (if the tech likes the customer), along with all the referrals that customer sends your way. See if that doesn’t develop into a gold mine for your service department. It’s a cheap process to implement, to develop and to. Every service person, cashier, casino dealer, or any other front-line employee must create an environment in which each decision and action is designed to make the customer's experience better than it would have been had the guest been dealing with the competition. Service Training Information!

The ideas that casino employees can use to improve customer service are limited only by their enthusiasm and their imagination. Any given week or day doesn’t have to be devoted to improving a particular aspect of guest service.

The following tips are provided by Robinson & Associates, Inc., a customer service consulting firm to the gaming industry, and its Web site http://CasinoCustomerService.com.

Service Tips:

Number 1 – Smile while you’re working and interacting with customers. People want to stay and play at a happy, fun casino.

Number 2 – Have a positive attitude. Customers know whether you have a good or bad attitude and they react to what they sense.

Number 3 – Be proactive for customers. Think for guests so they don’t have to think for themselves. The assistance you provide will be appreciated and recognized.

Number 4 – Keep the property clean and sparkling. If your customers have a good experience but the casino is dirty, it will be difficult to get them to come back.

Number 5 – Casinos that have truly great customer service make sure it starts at the very top of senior management. They make sure all employees are aware of this

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high-level commitment.

Number 6 – Everyone who works at a casino is in the customer service business. Employee titles are meaningless. Each employee must view customers as an opportunity to make a lasting positive impression.

Number 7 – Good service results in longer and more frequent casino visits. The length and frequency of these visits have a positive impact on revenues and employee gratuities. Employees can earn as much as 20 percent more in tips.

Robinson & Associates is an Annapolis, Md.-based customer service consulting firm that provides specialty customer service training, management skills training, presentation skills training, team building programs and employee incentive and recognition programs for the gaming industry. The company may be reached by phone at 480-991-6420 or by e-mail at mbaird@casinocustomerservice.com. Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.

Martin R. Baird, the company’s chief executive officer, is author of “Gaming Guest Service from A to Z.”

Contact

Martin R. Baird

Robinson & Associates, Inc.

http://www.casinocustomerservice.com
480-991-6420

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When it comes to improving casino guest service, properties must understand what motivates employees to do things they are not used to doing.

Annapolis, MD (PRWEB)April 26, 2006

The following tip is provided by Robinson & Associates, Inc., a customer service consulting firm to the gaming industry.

Tip:

“Improving casino guest service starts with changing how employees provide the service. They must step outside their comfort zone and they will find the process difficult. You must identify what will motivate your people to perform the desired behaviors you’re looking for. You must overcome the hurdle of getting a critical mass of employees to see that this guest service culture is good for them as well as the casino.”

Robinson & Associates, Inc., is a global customer service consulting firm for the gaming industry. It helps casinos determine their Advocate Index, a number that indicates the extent to which properties have guests who are willing to be advocates. The company then implements its Advocate Development System in combination with the proven methodology of Advocate Index and best business practices to help casinos create more guest advocates and chart a course for growth and profitability.

Robinson & Associates may be reached by phone at 480-991-6420, by e-mail at mbaird@advocateindex.com or via its Web sites at http://www.advocateindex.com and http://www.advocatedevelopmentsystem.com. Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.

Contact

Casino Guest Service Goals

Martin R. Baird

Robinson & Associates, Inc.

http://www.advocatedevelopmentsystem.com
http://www.advocateindex.com
http://www.casinocustomerservice.com
480-991-6420

Casino Guest Service Ideas

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Best Casino Guest Service

How To Improve Casino Guest Service