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News > Casino News Archive > Aug 2004 > Listening Is Critical to Providing Stellar Casino Guest Service |
13 Aug 2004
Listening Is Critical to Providing Stellar Casino Guest ServiceListening Is Critical to Providing Stellar Casino Guest ServiceIt sounds like such a simple thing, but listening is critical to providing quality guest service in todays gaming industry. August 13, 2004 -- It sounds like such a simple thing, but listening is critical to providing quality guest service in todays gaming industry.
I cant say enough about how important it is for casino employees to listen to their guests, says Martin R. Baird, chief executive officer of Annapolis, Md.-based Robinson & Associates, Inc., a guest-service consulting firm for the gaming industry. Listening also involves paying attention to how guests express themselves through body language. How else are you going to know what they need or if they have a problem? Opportunities pass you by when you dont listen and pay attention.
Bairds new book, Gaming Guest Service from A to Z uses the alphabet to explore important words 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 sections on the letters K and L.
Listen. Slow down, stop, sit back and listen to your guests. Listen to what theyre saying with words, body language and facial expressions. If you really listen to what they have to say, you can usually find solutions to their problems and you might discover a new opportunity to provide excellent service. If you want your guests to have a better experience at your property, then you must listen and figure out ways to make it happen. Listening and hearing are not the same thing. Listening means the words dont just go in one ear and out the other. It means your brain is engaged and working.
King. Your propertys No. 1 goal should be to make every guest feel like a king. Make them feel important and special by treating them like royalty. It doesnt matter if theyre just playing nickel slots. The person playing that machine, sitting at the table and eating in your restaurant is a king when theyre at your casino.
Knowledge. Being knowledgeable about your job responsibilities and how you can better serve the guest is critical to your success. You also want to be knowledgeable about whats happening around your property so you can help your guests when they have questions. Knowledge gives you the power to make things better for your property, your guests and yourself.
Kindness. Kindness goes a long way. It has a long shelf life in peoples memories. Im talking about simple things like clearing off a dirty tray in a persons area, saying please and saying thank you. Simple kindness is something that people remember for years.
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.Related News:
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