Ellis Communications, Inc.

Quality Casino Guest Service Rolls Downhill From
Senior Management That Shows Its Commitment

            Casinos that successfully create a culture of outstanding guest service know that it all starts at the top with a clear commitment from senior management.

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

Tip:

“Guest service rolls downhill.  In other words, management must be the first to commit to the concept and then they must help roll it out to all other employees by attending training sessions and setting a good example in the service they provide to both internal and external customers.  That’s right, management must jump on the guest service bus and they must provide quality service, too.  Good service is everyone’s responsibility.”

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.