Tag Archives for " casino consultant "

Casino Training and PRE Learning Create Educational and Fun NIGA Session

Casino Training Goes Hand in Hand With PRE Learning At NIGA Presentation

Our session yesterday at the NIGA Trade Show was really great.  But don’t take my word for it.  Here are a few participant comments.

“Best session of the entire conference.”

“LOVED IT!  Great information.  Very engaging.”

“Thank you for a wonderful learning session!”

If you missed it … Here is a link to the presentation.  It’s not the same as live but the next best thing.  SEE IT HERE.

Our presentation showed how the learning process involved in casino customer service training can be rearranged to save time, save money and improve retention.  We showed how this works with a demonstration of our Orientation 2.0.  That’s right, this process — which we call PRE Learning — can even be used for employee orientation.  It can be used in many areas of casino operations when training and learning are needed.

Think for a moment what it was like when you were in school.  You came to class and teachers lectured.  They spent the entire time telling you everything they thought you needed to know about the subject.  At the end of these long, tedious and often boring lectures, teachers assigned tasks and homework to be completed before the next class.

That is the same model that most training blindly follows today.  Facilitators start with a long lecture and then ask people to break into groups and do projects or activities.

Researchers at M.I.T. and Harvard University are finding that the order of lecture, homework, activity and repeat is not a good way to facilitate learning.  They are discovering that there is a better way — actually, a better order for learning.  That is PRE Learning.

A Lagniappe!

I offered this to the session participants as an homage to my friends in L.A.

A FREE copy of our book “Gaming Guest Service from A to Z.”

Click here to get your copy.

Enjoy!

Casino Customer Service Training

Second Edition of Casino Customer Service Book Provides Updated Information

 

 

 

 

 

 

 

 

Marty

BUSINESS INQUIRIES FOR ROBINSON & ASSOCIATES, INC.:
Lydia Baird
lbaird@raresults.com

 

NIGA Trade Show Presentation — Improve Casino Customer Service Training By Reordering Learning

“3 Ways to Make Learning Stick,” Human Resources Track,  Wednesday, April 1, at  2 p.m. at NIGA Trade Show 2015

Come to our NIGA Trade Show 2015 presentation and see how the learning process involved in casino customer service training can be rearranged to save time, save money and improve retention.  We will show how this works with a demonstration of our Orientation 2.0.  That’s right, this process — which we call PRE Learning — can even be used for employee orientation.  It can be used in many areas of casino operations when training and learning are needed.

Watch the video on this page or click here.  We hope to see you at the San Diego Convention Center!

 

Think for a moment what it was like when you were in school.  You came to class and teachers lectured.  They spent the entire time telling you everything they thought you needed to know about the subject.  At the end of these long, tedious and often boring lectures, teachers assigned tasks and homework to be completed before the next class.

That is the same model that most training blindly follows today.  Facilitators start with a long lecture and then ask people to break into groups and do projects or activities.

Researchers at M.I.T. and Harvard University are finding that the order of lecture, homework, activity and repeat is not a good way to facilitate learning.  They are discovering that there is a better way — actually, a better order for learning — and we will share that with you.

Remember, our presentation — “3 Ways to Make Learning Stick” — will be held at 2 p.m. on Wednesday, April 1.

Marty

Martin R. Baird has more than 20 years of experience helping casinos measure, manage and improve their customer service so they can compete and generate future growth and profitability.  Martin is passionate about casino customer service.  As a casino consultant, he is recognized around the world for helping casinos take their guest service experience to higher levels through outstanding casino customer service training.

BUSINESS INQUIRIES FOR ROBINSON & ASSOCIATES, INC.:
Lydia Baird
lbaird@raresults.com

 

What If What You Thought You Knew About Casino Customer Service Training Was Wrong?

 

Pre Learning Logo

 

“3 Ways to Make Learning Stick” Wednesday, April 1, at  2 p.m. at NIGA 2015 Trade Show

At the 2015 NIGA Trade Show, we will be all over the topic of casino customer service training but in a new way.

Ready to reduce training time and increase retention by correcting this costly learning “dis-order”?  Watch This

3 ways to make training stick!  Once again, we are so proud to share how to improve your training results at the NIGA Trade Show.  Our  presentation will be at 2 p.m. Wednesday, April 1.  LEARN MORE

Our presentation will focus on PRE Learning.  PRE Learning replaces the “blah blah blah blah blah” of traditional learning with a fun, interactive, engaging and multi-sensory experience while also eliminating traditional learning “dis-order.”  By putting the learning process in the right order, training participants walk in prepared to engage, apply and assimilate the new information they receive that day.

Because they work with prepared participants, trainers can focus on areas where improvement is needed.  Pre Learning helps trainers identify participants’ strengths and weaknesses before training even starts.  Because they are prepared to learn, participants can actually look forward to their training.

PRE Learning builds enthusiasm and engagement among employees and can even give them a sense of ownership in their skills and performance.

Time is money.  By reducing training time, PRE Learning saves casinos money and can improve their financial performance.

Marty

Martin R. Baird has more than 20 years of experience helping casinos measure, manage and improve their customer service so they can compete and generate future growth and profitability.  Martin is passionate about casino customer service.  As a casino consultant, he is recognized around the world for helping casinos take their guest service experience to higher levels through outstanding casino customer service training.

BUSINESS INQUIRIES FOR ROBINSON & ASSOCIATES, INC.:
Lydia Baird
lbaird@raresults.com

2015 Casino Predictions: Be Smart As You Do More With Less

OK, so this is a little late, but it’s still January!  Here are my thoughts and casino predictions for 2015 and the gaming industry.

2015

Last year was a catastrophic year for gaming in Atlantic City and other markets that were ravaged by intense competition and a consistently slow economy.  Years ago, I wrote about what I saw as the end of “build it and they will come.”  Well, 2014 proved that out.

So what is going to happen in 2015?

The good news is that, as I see it, the economy is flatish and that means people will soon start to feel like they can have a little fun again.  This attitude will also be supported by lower unemployment rates and people feeling better when they have a job and steady income.  Those are both great news for all casinos because when people have money, they want to spend it!

This also means that people will take a risk and hope to have a life-changing event at a casino.

The other positive news is the plunge in oil prices.  That means cheap gas!  (Or what passes for cheap gas these days.)  For those of you that have casinos a little off the beaten path, it will only cost a few extra dollars to get to your property.  This likely will translate into more visits to your property.

Unfortunately, the world is in a state of turmoil.  Oil prices could be WILDLY volatile.  All it would take is one incident any place in the world and prices could go through the roof.

What does all this mean?  It means you need to take advantage of these situations now.

Competition in 2015

In 2015, Casinos Will Need to Think Smarter to Meet Even Greater Competition and the Demands of Customers

On the other side of the coin, we see casino leadership pushing all departments to do more with less.  Thus, some people are making questionable decisions.  Cutting marketing to save money just leads to fewer guests and less revenue.  (It becomes a self-fulfilling prophecy.)  The really bad news is that we see casinos doing the same thing with training.  This leads to lower levels of service execution and that gives your competition an opportunity to acquire your guests.

Speaking of competition, 2015 will be the most competitive year in gaming history in the U.S. and around the world.  As more and more markets have gaming options, guests will require more to earn their business.  States are behind the curve and are trying to catch a falling knife by adding casinos to reduce state debt.  It’s too late.  They are cannibalizing other casinos and not expanding the player pool.

FYI – This is great for players because they can demand better customer service and more generous offers.  But that will put immense pressure on casinos to operate at a higher level!

Successful casinos in 2015 will work smarter and find ways to do more.  They will not just make across-the-board cuts.  Instead, they will identify areas that didn’t perform and reduce them while working to find new ways to do important tasks better with less cost.  (By the way – Any day now, we’ll announce a way to reduce training costs.  No, it’s not staff reductions.  It’s a learning “dis-order” that negatively affects training.)

Well, those are my amazing thoughts for 2015!

Take a moment and share your thoughts.  What do you see happening this year?

Marty

BUSINESS INQUIRIES FOR ROBINSON & ASSOCIATES, INC.:
Lydia Baird
lbaird@raresults.com

 

It’s Crunch Time for the ’12 Days of Re-Giftmas’

 

All 12 Just for You…



Bring on the FUN!

Open Your 12 Days Here

To all the people who “Paid It Forward” this week … GREAT Job!It’s great that you are thinking of others and making their day a little better. Take 5 minutes today and do something for someone just for the fun of it. If you’re like me, you’ll love the way it feels and might even find the time to do it again because it felt so GREAT.

Thank you for being a

Re-Giftmas SUPER Star!

Get all 12 Re-Giftmas ideas. If nothing else, share them with a few friends. Maybe they’ll be able to make someone’s day a little brighter.

CLICK HERE

Now that you have it SHARE IT!

SHARE the joy!

Make today special and wonderful for someone else just because you can!  It’s not difficult.  It can be something as simple as giving that stressed person in front of you a smile.
No Grinches Allowed!Click on the “12 Days of Re-Giftmas” infographic above and learn all about the Grinch

Have a wonderful time with family and friends.

Be thankful and grateful.

To an amazing 2015!

 

 

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FOLLOW ON TWITTER

FOLLOW ON INSTAGRAM

Santa Needs Help With … The ’12 Days of Re-Giftmas’

 

 

Help the big guy out… Santa needs



Santa came and asked for a little help…

Can you help the big guy out?

Santa came to our house last night and he asked me for a little help.  He explained that with everything going on in the world these days, he needs a hand.  Not a hand out, a hand up!He said that with all the insanity going on, people have missed out on the simple things like Love and Patience.  So we decided to share some with you.  Please re-gift it.

Be a Re-Giftmas SUPER Star!

Want some ideas? Or maybe just a brief mental break?

CLICK HERE

Now that you have it SHARE IT!

Yes, we want you to share this with all the people you know!  Put it on LinkedIn, Facebook, Instagram — any place that will help spread the word and the joy!

Did you ever wonder why Santa enters everyone’s house and he is never charged with breaking and entering? 
No Grinches Allowed!Click on the “12 Days of Re-Giftmas” infographic above and learn all about the Grinch

 

Rule #1 above is your clue that these are simple, enjoyable rules.Click on the image and get all five.

Go for it and have fun, joy and maybe a few smiles  with the

“12 Days of Re-Giftmas”

 

 

FOLLOW ON FACEBOOK

FOLLOW ON TWITTER

FOLLOW ON INSTAGRAM

’12 Days of Re-Giftmas’ — Spread Joy and Laughter

 

3 Re-Giftmas Secrets



Even Better Than Gratitude & Smile

What can be better than a “Thank You” and a Smile?

Adding Joy & Laughter to the mix takes re-gifting to a new level. This is a perfect time to step up your game and ask your team to deliver more each day.Set a goal today of bringing one person a little joy for no reason… just because you can.Be a Re-Giftmas SUPER Star!

I know it can be a very busy time, but we should all take a moment to make a person’s day a little better. Need some ideas or suggestions????

 CLICK HERE

Now that you have it SHARE IT!

Yes, we want you to share this with all the people you know! Put it on LinkedIn, Facebook, Instagram — any place that will help spread the word and the joy!

No Grinches Allowed!

 

Rule #1 above is your clue that these are simple, enjoyable rules.Click on the image and get all five.

Go for it and have fun, joy and maybe a few smiles  with the

“12 Days of Re-Giftmas”

 

 

FOLLOW ON FACEBOOK

FOLLOW ON TWITTER

FOLLOW ON INSTAGRAM

 

Three ’12 Days of Re-Giftmas’ Ideas Shared

 

Be the first this Re-Giftmas



Re-Giftmas Secrets Shared

Here Are the First 3 FANTASTIC Ideas!

It’s finally here – the “12 Days of Re-Giftmas.”  This is your chance to re-gift simple things this holiday season and brighten people’s lives.You can be aRe-Giftmas Santa!

Click the image above to learn more about Re-Giftmas.  Want the Re-Giftmas infographic? It’s FREE CLICK HERE

Now that you have it SHARE IT!

Oh Yes, There Are Rules!  Check Them Out!

 

Rule #1 above is your clue that these are simple, enjoyable rules.
Click on the image and get all five.

Follow these rules and re-gifting can lead to:

Joy

Integrity

Exultation

Surprises

Going All Out

Go for it and have fun with the “12 Days of Re-Giftmas”

FOLLOW ON FACEBOOK

FOLLOW ON TWITTER

FOLLOW ON INSTAGRAM

 

Come On — Don’t Be A Re-Giftmas Grinch!

Grinch

[grinch]

noun

1.  A person or thing that spoils or dampens the pleasure of others.

2.  A person who is mean-spirited and unfriendly.

 

Don’t Be A ‘Re-Giftmas’ Grinch! 

Where’s the fun in that?  Here are some guidelines to help you avoid the pitfalls of being a Grinch during the “12 Days of Re-Giftmas.”

  • A Grinch receives a smile but doesn’t give one back.  A Grinch gets all the love others have to offer but does not return the gesture.
  • A Grinch absolutely does not believe in re-gifting the good things in life.
  • An unexpected surprise would delight just about anyone, but not a Grinch.  A Grinch is way too self-centered for that.
Re-Giftmas

Only A Grinch Wouldn’t Enjoy the “12 Days of Re-Giftmas”

  • Simple things can be re-gifted this holiday season, but a Grinch always misses the opportunity to brighten someone’s day.
  • Bliss and delight usually come with re-gifting, but not for a Grinch.  Why?  Because a Grinch doesn’t re-gift in the first place!  Here’s an unofficial Grinch quote we found:  “Help me.  I’m feeling.”  That says it all.
  • If you’re a Grinch, there’s no way you will feel the side effects of re-gifting – feeling happy, proud and even good about yourself.
  • Gifts and  presents are not the same thing.  A Grinch is more than happy to receive a present but is not about to make it a gift by turning it into a moment of joy for someone else.
  • Those who are really into the “12 Days of Re-Giftmas” are good at sharing a simple act of kindness.  But a Grinch … well, what a Grinch does should be clear by now.

OK then.  Don’t be a Re-Giftmas Grinch!  That’s one problem that’s easy to avoid this holiday season.  Let yourself go and enjoy the “12 Days of Re-Giftmas.”

Marty

BUSINESS INQUIRIES FOR ROBINSON & ASSOCIATES, INC.:
Lydia Baird
lbaird@raresults.com

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