Ellis Communications, Inc.

Stellar Casino Guest Service Can Result in Longer Play

If casinos want guests to stay and play longer, they should offer outstanding service to give them a reason to do just that.
The following guest service tip is provided by Robinson & Associates, Inc., a guest service consulting firm to the gaming industry.

“Good service results in longer and more frequent casino visits. The length and frequency of these visits are directly proportional to revenue. Longer and more frequent visits translate into more gratuities for employees. Staff members can earn as much as 20 percent more in tips. The collateral benefit of improved gratuities is improved morale and employee retention as well as lower employee turnover. Casino management that rewards its employees for excellence achieved on a daily basis will realize fiscal benefits quickly.”

Robinson & Associates is a Boise, Idaho-based guest service consulting firm that provides specialty guest service training, management skills training, presentation skills training, team building programs and employee incentive and recognition programs for the gaming industry. The company may be reached by phone at 480-991-6420, by e-mail at mbaird@casinocustomerservice.com or via its Web site at www.casinocustomerservice.com. Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.