Europa Online Casino - Outstanding Casino Guest Service Is Necessary

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Outstanding Casino Guest Service Is Necessary

October 14, 2004 -- There was a time when guest service was not important in the gaming industry, but those days are long gone. Good service is absolutely necessary. Casinos that want to succeed in the competitive gaming industry can no longer afford to view stellar guest service as an option, says Martin R. Baird, chief executive officer of Annapolis, Md.-based Robinson & Associates, Inc., a guest-service consulting firm for the gaming industry. Guests expect good service and casinos that provide it will reap the rewards. Bairds new book, Gaming Guest Service from A to Z uses the alphabet to explore important words to help gaming executives, managers and employees understand how critically important outstanding guest service is and how to provide it. The book has all the letters of the alphabet and each letter has a series of words that give insight on how to provide great guest service. The following are helpful tips excerpted from the books section on the letter N. Necessary. There was a time in the gaming industry when guest service was seen as almost a luxury. Properties didnt feel they had to provide it. There were only casinos in certain parts of the country and they owned the market, so why should they provide great service? Well, those days are long gone. There are casinos in almost every state in the U.S. and in every country on the planet. Its no longer enough to have a beautiful building. To succeed in todays competitive environment, gaming properties must provide great service. Its necessary. Nice. Be nice to your guests because they deserve to have a nice experience. I travel around the country a lot and am amazed at how often people expect me to buy their products when they werent nice to me in the first place. They dont smile or say please or thank you. Its almost as though they think Im obligated to give them my money. Thats not the way it should be. Be nice to your guests and reward them with simple pleasures. No Exceptions. You cannot get away with failing to provide great service to everyone. No exceptions. Players who park themselves in front of nickel machines for an entire evening are not an exception to the rule of offering good guest service. They deserve a great experience as much as the whale that plays tens of thousands of dollars per hand. Every guest deserves a great experience each time they walk through your door. There are no exceptions. No Excuses. Its too easy to say, Im tired. My heads not in the game. My child kept me up last night. Those are excuses and guests do not come to your property to hear them. There are no excuses when youre on the job. Leave them at home. Guests want to have fun and thats what youre there to provide. Robinson & Associates, Inc., is a guest service consulting firm that provides specialty guest service training, management skills training, presentation skills training, team building programs and employee incentive and recognition programs for the gaming industry. The companys Web site,, is devoted to helping casinos improve their guest service so they can compete and increase revenues. The company may be reached by phone at 480-991-6420 or by e-mail at [email protected] Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.
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