Management Must Support Service

If Casino Management Wants Outstanding Guest Service,

It Must Support A Service Culture for Its Employees


A guest-service culture will thrive at casinos where management shows its support of efforts to keep service at a high level.


Casino management must support and participate in the process of providing outstanding guest service.  Follow up guest-service training with a recognition and incentive program to encourage employees to embrace the new behaviors expected of them.  This is a strong indication of management’s commitment to service. 


When employees see their general manager smiling, greeting guests and picking up trash, they know they need to conduct themselves in the same manner.  When everyone in the casino works together to create a great experience, guests take notice.  They appreciate those efforts.


Martin R. Baird

Robinson & Associates, Inc.



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