Casinos That Think and Act in A Proactive Manner Have A Competitive Edge in Their Guest Service

Casinos looking for a competitive edge in the industry can achieve that goal if they polish their guest service by acting in a proactive manner.

Casinos That Think and Act in A Proactive Manner
Have A Competitive Edge in Their Guest Service

For Immediate Release
March 17, 2003
Contact: Tom Ellis
Ellis Communications, L.L.C.
Phone (623) 780-4558
E-Mail tellis@casinocustomerservice.com

Casinos looking for a competitive edge in the industry can achieve that goal if they polish their guest service by acting in a proactive manner.

Taking care of guests needs in a proactive manner makes their experience memorable and thats exactly what properties should strive to do," says Martin R. Baird, president of Phoenix, Ariz.-based Robinson & Associates, Inc., a guest service consulting firm for the gaming industry.

Following are five tips from Baird on being proactive.

Number 1 -- Doing little things before youre asked to do them sticks in a guests mind and they will remember that the next time they decide which casino they want to visit.

Number 2 -- When you are proactive, youre thinking for the guest so they dont have to think for themselves. That allows them to have more fun.

Number 3 -- Being proactive could be as simple as remembering what a guest likes to drink, giving a guest the inside track on whats great at the restaurant and remembering how a guest likes a sandwich.

Number 4 -- The assistance you provide will be appreciated and recognized. Everyone likes receiving personal attention without having to ask for it.

Number 5 -- Being proactive makes guests feel they are the most important person on the property. In truth, they are.

For casinos to compete effectively, they must stand out and being proactive is a great place to start," Baird says. Guests have numerous options for seeking entertainment. They will think of your property if you give them a reason to."

Owned by Lydia and Martin Baird, 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 Bairds have a Web site, www.casinocustomerservice.com, thats devoted to helping casinos improve their guest service so they can compete and increase revenues.

Robinson & Associates may be reached by contacting Lydia at 480-991-6421 or at lbaird@casinocustomerservice.com. Robinson & Associates is a member of the
Casino Management Association and an associate member of the National Indian Gaming Association.
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