Great Casino Guest Service Starts With Employee Attitudes

Casinos that provide stellar guest service know it all starts with their employees having a positive attitude.

Great Casino Guest Service Starts With Employee Attitudes;
Gaming Properties in the Know Strive for Positive Outlook

For Immediate Release
June 16, 2003
Contact: Tom Ellis
Ellis Communications, L.L.C.
Phone (417) 881-5635
E-Mail tellis@casinocustomerservice.com

Casinos that provide stellar guest service know it all starts with their employees having a positive attitude.

In todays highly competitive market, its essential that casinos work on their attitude," 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 how casinos can create a positive attitude and why its important.

Number 1 -- Guests are sensitive to the kind of attitude displayed by casino employees. They know who is in a good mood and who isnt the moment they walk through the door. That can have an effect on the guests mood.

Number 2 -- Employees need to know the importance of their attitude so they can work on starting the day in a positive frame of mind.

Number 3 -- A positive attitude can be created in a number of ways -- eat a healthy and satisfying breakfast, play with children or pets before leaving for work, listen to upbeat music while driving to work.

Number 4 -- A smile is like a billboard for happiness. Even if theyre having a bad day, employees should always smile for guests. That sends a positive message and guests often smile back, creating a positive situation for everyone.

Number 5 -- Treat guests like they are truly special and both guests and employees will feel good. That will lead to a great gaming experience for the guest.

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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