Help Guests, Keep Premises Clean

There are two simple things casinos can do to bolster their customer service and set themselves apart from the competition – help guests who are lost and keep the property sparkling clean.


A lost guest is a great opportunity for a wonderful guest-service experience.  They may be looking for a restroom, the buffet or a way to get downstairs.  Whenever the guest is lost, you have a chance to lend a hand and make them feel special.  Instead of telling the guest where the restroom or buffet is located, take the extra minute and walk them to it.  This makes a lasting impression.


Take a lesson out of the Disney handbook:  cleanliness is an integral part of customer service.  If your guests have a good experience but the casino is dirty, it will be difficult to get them to come back.  How many people get up in the morning and say, “Let’s go over to that dirty casino.”  You want them to have positive thoughts about your property, not negative.


Martin R. Baird

Robinson & Associates, Inc.