Cha-Ching, Challenges, Cool -- These Are Words That Have A Lot to Do With Casino Guest Service

What do cha-ching, challenges and cool have to do with gaming? A lot when it comes to providing quality guest service.

(PRWEB) December 13, 2003

What do cha-ching, challenges and cool have to do with gaming? A lot when it comes to providing quality guest service.

Casino guest service can be challenging but its cool when its done right and it can mean money in the pockets of casino employees," says Martin R. Baird, president of Phoenix, Ariz.-based Robinson & Associates, Inc., a guest service consulting firm for the gaming industry. Guest service also relies heavily on communication, confidence, consistency and courtesy."

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 C.

Cha-Ching. When you provide great guest service, it means money in your pocket. Guests are willing to pay for a great experience. After all, theyre visiting your property to be entertained and have fun. You are compensated for being part of the entertainment.

Challenges. Guest service can be extremely challenging. Dealing with these challenges is not easy. See them as an opportunity to provide better service, as an opportunity for you to show your property in the best possible light and help even the most challenging guests have a great experience.

Communication. Many times, guests believe they did not receive good service because of poor communication. If there had been better communication up front -- more questions asked, more listening -- the whole process might have gone more smoothly and the guest probably would have walked out feeling like they had been heard and appreciated.

Confidence. People who provide great guest service do so with confidence. Smile, make eye contact and know youre going to help a guest in any way you possibly can. When a guest sees that, they let down some of their defenses.

Consistency. Put this word in capital letters and underline it because inconsistency is a killer. People want a consistent experience. If I come to your property, order my steak medium rare and it comes out perfect, Ill expect that same perfection every time. You and everyone else on the staff must have consistency in the exceptional service you provide.

Cool. Its cool to help others. Its cool to know you help people have a better day. Guests who lose money can still walk out the door feeling great because they had fun at your property. You helped create that experience and that is a cool thing.

Courtesy. We could all stand to brush up on our courtesy skills. Its your job to say simple things like please" and thank you." Dont just look and point but actually get involved with guests. Be courteous by tending to their needs.

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