Challenge Employees, Set Example

Casino management should challenge employees to provide great customer service while also setting a good example. Have employees visit nongaming companies in your area that have a reputation for outstanding service so they can see the level of service your guests expect from you. Casino management also should set a good example. Never forget that great guest service happens only when it’s a philosophy instilled in all your employees. When casino employees see management going out of its way to provide great service – and not just to high rollers – they respond. Outstanding guest service starts at the top.
Martin R. Baird
Robinson & Associates, Inc.