Want Outstanding Guest Service At Your Casino? Believe, Be Prepared, Be the Best and Then Be Even Better

Casinos that truly want to provide great service for their guests should believe, be prepared, be the best and then be even better.

Want Outstanding Guest Service At Your Casino?
Believe, Be Prepared, Be the Best and Then Be Even Better

For Immediate Release
Nov. 17, 2003
Contact: Tom Ellis
Ellis Communications, Inc.
Phone (417) 881-5635
E-Mail tellis@casinocustomerservice.com
http://www.casinocustomerservice.com

Casinos that truly want to provide great service for their guests should believe, be prepared, be the best and then be even better.   

There are three words and one phrase that all begin with the letter B that will give casinos a leg up on the competition in gaming and at other entertainment venues by helping them provide stellar guest service,� says Martin R. Baird, president of Phoenix, Ariz.-based Robinson & Associates, Inc., a guest service consulting firm for the gaming industry. Give them a try and youll be amazed at the results.�

Bairds new book, Gaming Guest Service from A to Z� uses the alphabet to explore these words and many others 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 B.

Believe. You need to believe that the guest youre talking to and youre interacting with is the most important person on your property at that given moment. If you dont, the guest will know it. Believe in what you do because when you believe in the importance of guest service, it shows.

Be Prepared. When it comes to helping guests have a better experience, one of the problems gaming employees run into is their own lack of preparation. They havent thought about the different wants, needs and desires of their guests at any given moment. They havent put any real thought into making sure that each guest has a great experience.

Best. You want to be the best! You want to be better than just good. Give it all youve got whenever you are at work, because on the property youre part of the entertainment. You are on duty 100 percent of the time.

Better. Theres best and then theres better. We can always do better. Make a habit of finding ways to do your job better.

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.
###