Casinos are in the hospitality business and those with good guest service know how to make a visit to their property fun. “Most people go to casinos to be entertained and have a good time,” says Martin R. Baird, president of Annapolis, Md.-based Robinson & Associates, Inc., a guest service consulting firm for the gaming industry. “Casinos must understand that this means they need to provide hospitality. When they do, guests will remember it in a positive way.”
Baird’s new book, “Gaming Guest Service from A to Z” uses the alphabet to explore these words and many others 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 book’s section on the letter H.
- Hospitality:
You’re in the business of helping guests have a fun experience. Whether you’re helping them find a restaurant, the restroom or that lucky machine, that is providing good hospitality.
- Happy:
Happy is such a simple word. We all want to be happy and guests are no different. Sometimes you have to go above and beyond to make them happy, but that’s not necessarily difficult. Sometimes above and beyond is simply remembering a guest likes to olives in their drink or that they prefer a specific game.
- Hospitable:
You want your guests to be aware that you are hospitable and that you have done everything in your power to help them have a wonderful gaming experience.
- Helpful:
Guests want someone to make their stay better and easier. Helping them with their bags or opening the door are just two of many small details that are part of being helpful. Because of you, guests have an exceptional experience and that should make you feel good.
