Casino Employees Have A Multitude of Customer Service Ideas At Their Disposal That Work

Share Article

The ideas that casino employees can use to improve customer service are limited only by their enthusiasm and their imagination.

The ideas that casino employees can use to improve customer service are limited only by their enthusiasm and their imagination.

“Any given week or day doesn’t have to be devoted to improving a particular aspect of guest service,” says Martin R. Baird, chief executive officer of Annapolis, Md.-based Robinson & Associates, Inc., a global customer service consulting firm for the gaming industry. “An effective customer service approach can come from a mixture of ideas.”

Baird offers the following customer service tips that will help casino employees improve the experience their guests have when they walk through the door.

Tip No. 1. Greet regulars by name. It’s impressive when casino employees remember a guest’s name because they realize they have been singled out from hundreds of other customers.

Tip No. 2. Smile while working and interacting with guests. People want to stay and play at a happy, fun casino. It’s up to a property’s employees to create an environment of smiling.

Tip No. 3. Look guests in the eye. Make an impression by making eye contact with guests. And be sure to have a cheerful look.

Tip No. 4. Listen when guests talk. Listening shows casino employees care. “Listening also improves communication between you and your guests and good communication is essential to providing guests with the service they desire,” Baird says.

Tip No. 5. Be aware of nonverbal communication. “Nonverbal communication that conveys a negative impression includes slouching, yawning, appearing angry, appearing bored and having a ‘whatever’ attitude,” Baird notes. “Nonverbal communication that conveys a positive impression includes smiling, looking approachable, being alert and showing pride in your job.”

Tip No. 6. Have a positive attitude. Guests know whether a property’s employees have a good or bad attitude and they react to what they sense. “Always start the day with a positive attitude,” Baird says. “Create a bright attitude by listening to upbeat music, exercising in the morning, playing with your children or pets and avoiding stressful situations whenever possible. Maintaining a positive attitude is one simple technique for creating top-notch customer service that will set your casino apart from the competition.”

Tip No. 7. Do something special for guests. “That will always make them and you feel better,” Baird explains. “This simple technique makes each guest feel like he or she is the most important person on the property that day.”

Tip No. 8. Be proactive for guests. Think for guests so they don’t have to think for themselves. “The assistance you provide will be appreciated and recognized,” Baird says. “Being proactive could be as simple as wiping up a spill or giving a guest the inside track on what’s great at the restaurant. Lost guests offer a perfect opportunity. They may be looking for a restroom, the buffet or a way to get downstairs. Whenever guests are lost, you have a chance to lend a hand and make them feel special. Instead of telling the guest where the restroom or buffet is located, take the extra minute and walk them to it. This makes a lasting impression. Being proactive makes guests feel their welfare is always foremost in your mind as you go about your job.”

Tip No. 9. Take a lesson out of the Disney handbook. Cleanliness is an integral part of customer service. Therefore, employees must keep the property clean and sparkling. “If your guests have a good experience but the casino is dirty, it will be difficult to get them to come back,” Baird says. “Dirt and grime are a real turn-off for your customers. You don’t want that to be the one thing they remember about your casino. Not many people get up in the morning and say, ‘Let’s go over to that dirty casino.’”

Tip No. 10. Leave that ego at home. “That means you should forget about whatever title you have at work,” Baird notes. “Everyone who works at a casino is in the guest service business. Employee titles are meaningless. Each employee must view guests as an opportunity to make a lasting positive impression.”

Robinson & Associates, Inc., is a global customer service consulting firm for the gaming industry. It helps casinos determine their Advocate Index, a number that indicates the extent to which properties have guests who are willing to be advocates. The company then implements its Advocate Development System in combination with the proven methodology of Advocate Index and best business practices to help casinos create more guest advocates and chart a course for growth and profitability. Robinson & Associates may be reached by phone at 480-991-6420, by e-mail at or via its Web sites at and Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.


Martin R. Baird

Robinson & Associates, Inc.



Share article on social media or email:

View article via:

Pdf Print

Contact Author

Martin R. Baird