Guest Service is an Acquired Skill

Most casino employees do not find it easy to offer their customers stellar service. They must learn how to do it through training. It would be great if casinos could hire only people who have the guest-service gene but no such person exists. True, some people are naturals at providing outstanding service but they are the exception. Offer training that gives employees the skills they need to provide service that amazes and pleases your guests. While you’re at it, make sure the commitment to training employees and rolling out a customer-service-focused culture in your casino starts at the top with senior management. That commitment is necessary to make the transition to a service culture succeed.
Martin R. Baird
Robinson & Associates, Inc.