Potpourri of Guest Service Ideas

The ideas that casino employees can use to improve customer service are limited only by their enthusiasm and their imagination.  Any given week or day doesn’t have to be devoted to improving a particular aspect of guest service.  An effective customer service approach can come from a mixture of ideas.  Here are seven random customer service tips that will help casinos improve the experience their guests have.


Number 1 – Smile while you’re working and interacting with customers.  People want to stay and play at a happy, fun casino.

Number 2 – Have a positive attitude.  Customers know whether you have a good or bad attitude and they react to what they sense.

Number 3 – Be proactive for customers.  Think for guests so they don’t have to think for themselves.  The assistance you provide will be appreciated and recognized.

Number 4 – Keep the property clean and sparkling.  If your customers have a good experience but the casino is dirty, it will be difficult to get them to come back.

Number 5 – Casinos that have truly great customer service make sure it starts at the very top of senior management.  They make sure all employees are aware of this

high-level commitment.

Number 6 – Everyone who works at a casino is in the customer service business.  Employee titles are meaningless.  Each employee must view customers as an opportunity to make a lasting positive impression.

Number 7 – Good service results in longer and more frequent casino visits.  The length and frequency of these visits have a positive impact on revenues and employee gratuities.  Employees can earn as much as 20 percent more in tips.


Martin R. Baird

Robinson & Associates, Inc.