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Deliver Great Casino Guest Service By Being Prepared

Lack of preparation hinders casino employees in their quest to provide outstanding customer service.

The following tip is provided by Robinson & Associates, Inc., a customer service consulting firm to the gaming industry.

Tip:

“When it comes to helping guests have a better experience, one of the problems gaming employees run into is their own lack of preparation. They haven’t thought about the different wants, needs and desires of their guests at any given moment. They haven’t put any real thought into making sure that each guest has a great experience. They need to be prepared. That may mean showing up for work 15 minutes early so they’re ready when the shift starts. Employees should study the restaurant’s menu, familiarize themselves with that day’s specials and be aware of new shows or promotions. Being prepared leads to great service.”

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.