Think, Show You Care and Casino Guest Service Will Shine

Showing interest in guests and using ones intelligence to think for guests to be prepared for their needs are two ways casino employees can improve a propertys level of service.

(PRWEB) June 21, 2004 -- Showing interest in guests and using ones intelligence to think for guests to be prepared for their needs are two ways casino employees can improve a propertys level of service.

Casino employees who care about guest service need put more thought into anticipating guests needs or solving their problems," says Martin R. Baird, chief executive officer of Annapolis, Md.-based Robinson & Associates, Inc., a guest service consulting firm for the gaming industry. And if they just show some interest in their guests, employees probably will learn things that will help them do a better job of providing stellar service."

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 I.

Intelligence. It takes intelligence to provide good service. You have to think about your guests and their needs so that youre ready to solve their problems or to just know what they want or need. People who think as well as act help guests have an amazing experience.

Interest. Take an interest in your guests. Learn about their families, their hopes and their dreams. The more you know, the more you grow. The more you grow, the more you can help your guests.

Internal Customers. When we do training, one of the important things we talk about is internal customer service. Internal customers are those people who support you and help you do your job. I havent been to a casino yet were any one person could do it all. Treat your internal customers with dignity and respect.

Investment. Improving guest service is an investment; its not an expense. You are investing in your propertys success and your own success as an employee.

Impact. When you provide great service (smile, make eye contact or remember a guests name), you have a positive impact on their experience and that makes them want to come back. Also, it impacts your co-workers because they see how much of an impact they can have as well.

Immediate. Something as simple as a smile can generate immediate results. It can have a positive effect on how you feel, as well as how a guest feels. So when you provide great guest service, it has an immediate impact.

I Make A Difference. A gaming company can spend billions of dollars constructing a beautiful building, but if the employees dont go the extra mile to make the guests feel special, the guests will not come back. You have a huge impact on your co-workers, the guests and your propertys overall success through the service you provide.

Incredible. Your goal should be to make every guest feel incredible. Incredible in the sense that they were pampered, respected and treated so well that they see great value for the money they spent while at your property.

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, http://www.casinocustomerservice.com, 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 mbaird@casinocustomerservice.com. Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.
                                                                            
Contact: Tom Ellis
Ellis Communications, Inc.
Phone (417) 881-5635
E-Mail tellis@casinocustomerservice.com
www.casinocustomerservice.com
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