Answer 1 of 30: Hi all, Any suggestions for a small gift to buy a casino host for good service? My previous host always appreciated a box of fancy chocolates but I've now changed hotels and the offer of chocs has been politely refused. Settled accounts upon checkout to the correct folio utilizing comp guidelines and assisted Casino Hosts with comping and guest functions to ensure guest retention and repeat business. The letter we received outlining the challenges and solutions regarding the hotel only reinforced our belief that CB truly cares about offering their guests the best possible vacation experience. Looking forward to our next visit even more. The casino host business is competitive. Hosts protect their clients fiercely. If you start thinking about finding another host, don't tell your current host. Playing enough to have a casino host and getting perks from the casino feels great. But you still need to make sure you're watching out for your best interests.
One of the most important members of the casino staff you will meet is the casino host. Establishing a good relationship with a host can save you hundreds of dollars. The job of a casino host is to cultivate relationships with players who will become loyal patrons to the establishment. The casino host has the authority to issue comps to players. Comps can range from free meals and show tickets up to full room and beverage.
The casino host reports directly to the marketing managers in most casinos. Marketing managers are constantly trying new ways to bring patrons into the casino. The host can help keep them coming back by assuring their needs are met while they are playing there. Casino hosts are outgoing and friendly individuals. They will try to accommodate the player's reasonable requests for comps. If you don't qualify for a particular comp they can suggest an alternative or let you know what you need to qualify for the comp you are requesting. They want to please the player but they also must be accountable to their bosses in the marketing department. A casino host also must have business sense and the ability to make difficult decisions involving the issuing of credit and the disbursement of comps.
Contact the Host
Meeting a casino host is not difficult. You can talk to a host on the phone before you check into a casino or you can meet them once you are there. If you are planning to stay at a new casino you should call and ask to speak to a casino host before making your reservations. Introduce yourself and tell them you are planning to book a room and would like to inquire about their qualifications for the casino rate. You can tell the host what games or machines you play and what your usual betting levels are. In most cases, you can qualify for casino rate up front. The casino host can usually book the room at that time. You then get their name and tell them you look forward to meeting them upon arrival.
The most important thing you must do before dealing with a host in the casino is to make sure your play is getting rated. This means joining the player's club and using your card if you play the machines. Table game players will need to ask the pit boss to rate their play. If you are playing a table game you can tell the pit boss you would like to speak to a casino host.
How to Get What You Want
Once you meet the casino host, always introduce yourself. If you are looking for a comp you should ask the host if you qualify for a comp to the restaurant, show, or whatever else you are looking for. In the Frugal Gambler, Jean Scott states that by asking you are avoiding putting the host in an awkward situation if your play has not met the requirements for that particular comp.
If you have been staying at a casino, always make sure you contact a host before you check out. You may have enough play to qualify for free nights or at least a reduced rate. Many players who feel they didn't have much play are surprised to find out that they qualified for a free room. You don't know unless you ask!
Ask is what you should do. Never demand a comp of feel you should get something for nothing. The hosts will do their best to make your stay a pleasant one but they must be accountable to their bosses. Also, you should never abuse a comp. Some players will look at a restaurant comp as an invitation to order everything on the menu whether they want it or not. Don't be a pig. It will only come back to haunt you when you ask for a comp in the future.
Say Thank You
Finally, remember that a host is a person with feelings. All of us like to be appreciated for our efforts. Be sure to thank your host for their hospitality. It's a nice gesture to send a written thank you note when you get home. You can even send a letter to the host's supervisor praising the fine job they do. Establishing a good relationship with a casino host can make your visit to the casino even more enjoyable.
I can't walk into a casino without encountering a stream of management questions related to guest service.
How do we improve our guest service? How do we make our guest service training work? Casino games online slots free with bonuses. How can we build a long-term customer service solution? We can't outspend the competition, so how do we outservice them?
Casino executives who ask these questions are on to something. They know that no matter what else is going on in the world, their guests always want one thing: a great casino experience. Guests want an experience that is so wonderful and memorable that it keeps them coming back even if they have less money in their pockets when they leave.
Guess what? Good customer service and the outstanding guest experience that comes from that also have an effect on your bottom line. Guests who enjoy themselves will come back and play again.
Having said that, I want to pass along seven keys to improving customer service that I've learned from years of helping the gaming industry. These seven keys will set you on the right path to creating a customer service culture at your property and reaping the rewards.
Key #1: Change is Difficult
For some reason, people in the gaming industry lose sight of the fact that change is difficult. When I ask executives about getting players to try new games, they tell me how hard that is to do. They give examples of how slowly players get around to doing something new.
Players and employees are the same when it comes to change. Human beings do not quickly accept change unless they experience a major event or have some other good reason to change. Therefore, when you're trying to develop a guest service culture among your employees, you'll find it won't happen quickly or easily.
Some casinos think they can 'change' their people by marching them through a three-hour orientation or training session. Wrong! Change takes a high level of repetition and it needs to be of interest to those on the receiving end. You must identify what will motivate your people to perform the desired behaviors you're looking for. Yes, a very small percentage of your staff members will change just because you ask them to. The challenge is getting a critical mass of employees to see that this change, this guest service culture, is in their best interest. If it's not important to them, most will not invest the effort needed to change.
Developing a guest service culture is an evolutionary process.
Key # 2: It Starts With Hiring, But That Is Not Enough
All casinos work hard to hire the very best candidates to fill job openings at their property. Unfortunately, that's just the beginning. Hiring the very best is a great place to start, but it simply isn't enough. If hiring the 'right' person was all it took, there would not be a multibillion-dollar training industry. A company invests in training because it needs and wants more out of its people.
All of us face budget crunches on an ongoing basis, but what is your budget's alternative to training? If you're like most properties, you don't have a choice. You find and hire the best of the best and they still need improvement.
Just for fun, take a day and look at the amount of time and energy you spend hiring people. Now look at what it would take to turn your employees into truly great guest service ambassadors. It's much better to invest in training than it is to throw money out the window hiring people and then firing them for not providing the level of guest service that will allow you to compete.
Key #3: All Training Is Not Created Equal
Isn't it odd that people will spend $30,000 for a specific automobile because they recognize the quality of the brand but when it comes to investing in the growth of their employees through training, they shop it based on price alone?
Don't get me wrong. I have no problem with going to a discount store and buying paper towels and napkins. Nintendo switch controller. That, to me, is good business sense. But I would not buy something as critical to my overall success as the guest experience and purchase it on price alone.
Some casinos think they can 'change' their people by marching them through a three-hour orientation or training session. Wrong! Change takes a high level of repetition and it needs to be of interest to those on the receiving end. You must identify what will motivate your people to perform the desired behaviors you're looking for. Yes, a very small percentage of your staff members will change just because you ask them to. The challenge is getting a critical mass of employees to see that this change, this guest service culture, is in their best interest. If it's not important to them, most will not invest the effort needed to change.
Developing a guest service culture is an evolutionary process.
Key # 2: It Starts With Hiring, But That Is Not Enough
All casinos work hard to hire the very best candidates to fill job openings at their property. Unfortunately, that's just the beginning. Hiring the very best is a great place to start, but it simply isn't enough. If hiring the 'right' person was all it took, there would not be a multibillion-dollar training industry. A company invests in training because it needs and wants more out of its people.
All of us face budget crunches on an ongoing basis, but what is your budget's alternative to training? If you're like most properties, you don't have a choice. You find and hire the best of the best and they still need improvement.
Just for fun, take a day and look at the amount of time and energy you spend hiring people. Now look at what it would take to turn your employees into truly great guest service ambassadors. It's much better to invest in training than it is to throw money out the window hiring people and then firing them for not providing the level of guest service that will allow you to compete.
Key #3: All Training Is Not Created Equal
Isn't it odd that people will spend $30,000 for a specific automobile because they recognize the quality of the brand but when it comes to investing in the growth of their employees through training, they shop it based on price alone?
Don't get me wrong. I have no problem with going to a discount store and buying paper towels and napkins. Nintendo switch controller. That, to me, is good business sense. But I would not buy something as critical to my overall success as the guest experience and purchase it on price alone.
Automobiles are not created equal and the same goes for training. I've attended training sessions that did not use the principles of accelerated learning and within 10 minutes I was looking for the escape hatch. I couldn't stand it. It was boring and slow and those were the good points.
Learning 101 dictates that people learn when they say it and do it. Unless you're trying to teach your employees how to sleep, the training needs to have more interest. People retain new information the least when all they do is listen to a lecture.
You need to invest in training that makes the experience fun, that encourages participation. The trainers also need to know the industry. They should understand that most gaming employees only make money when they offer their guests a great experience. I've heard hundreds of stories about casino employees getting tokes from people who were losing money. Employees know that they will not always be compensated for their efforts. But they know they will win over time if they put in a consistent effort. Good training gives them the skills they need to make that effort.
After all, this is the entertainment business and if your employees are not part of the entertainment, your guests will make the choice to spend their dollars elsewhere.
You should also hire a company that specializes in customer service training for the gaming industry. Some casinos say they have one of their other vendors provide guest service training. That's shocking because these are the same people who would never consider opening a window with a brick.
Companies that don't specialize in customer service training can help you reach an outcome. It may not be the exact outcome you desire but they will help you to a point. The problem is they don't always leave things in the best condition. A brick will open a window. The cleanup may not make it worthwhile, but the window will now be open.
So why would you trust your guest service needs to a company that doesn't specialize in guest service consulting for the gaming industry? If you need to improve guest service, don't grab the closest tool or hire the most available company. Invest a little time auditioning to make sure you find the best solution for your guest service needs.
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Coming up next: keys four through seven (The Fun Factor, It's An Investment, You Need to Start With An Accurate Perspective and People Are Not Born With the Guest Service Gene).
To read other articles by Martin Baird, go to www.casinocustomerservice.com/post.htm
Casino Host Letter To Guest Examples
Martin R. Baird
Robinson & Associates, Inc.
mbaird@casinocustomerservice.com
www.casinocustomerservice.com
www.advocatedevelopmentsystem.com
208-991-2037
