Observe Guests & Create Advocates

Casino employees can turn their guests into advocates for the property by being observant and anticipating their needs.  It’s smart to observe guests, but don’t spy on them.  Just watch and pay attention to them.  By watching what they do and how they do it, employees have an opportunity to know what guests want before they ask.  That kind of high-level service can turn guests into advocates for the casino.  For example, if a guest puts down an empty glass at a machine, bring a refill.  If someone can’t find the restroom, step forward and help them.  That simple act of observation sets a casino apart from the competition and truly impresses guests.

Martin R. Baird
Robinson & Associates, Inc.