Ellis Communications, Inc.

What Vibrations Do You Give Off When Guests Walk In?
A Positive Attitude is Crucial for Great Guest Service

            Outstanding guest service usually starts with a great attitude on the part of casino employees.

            “It’s amazing how far a positive attitude can go toward creating an outstanding experience for the guests that walk through your casino doors,” says Martin R. Baird, chief executive officer of Annapolis, Maryland-based Robinson & Associates.  “In today’s highly competitive market, it’s imperative that casinos work on their attitude.  They can’t afford not to.”

Following are five tips from Baird on how to create a positive attitude and why it’s important. 

Number 1 – Guests know whether you have a good or bad attitude as soon as they see you.

Number 2 – With that in mind, always start the day with a positive attitude.

Number 3 – 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.

Number 4 – Share your smile. Giving and receiving a smile truly affects your attitude.

Number 5 – Do something special for your guests.  That will always make them and you feel better.

“Maintaining a positive attitude is one simple technique for creating top-notch customer service,”  Baird says.  “That kind of service will set you apart from the competition.”

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 mbaird@casinocustomerservice.com or via its Web sites at www.advocatedevelopmentsystem.com and www.casinocustomerservice.com.   

Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.