 |  Casino Employees Feel Good When providing Outstanding Service
11 Mar 2005
Its not easy smiling for
guests and providing other forms of good service when your heart
isnt in it, says Martin R. Baird, chief executive officer of
Annapolis, Md.-based Robinson & Associates, Inc., a
guest-service consulting firm for the gaming industry. But the act
of offering great service can be uplifting.
Bairds new book, Gaming Guest Service from A to Z uses the alphabet
to explore important words to help gaming executives, managers and
employees understand how critically important outstanding guest
service is and how to provide it. The book has all the letters of
the alphabet and each letter has a series of words that give
insight on how to provide great guest service.
The following are helpful tips excerpted from the books section on
the letter S.
Self-Esteem. I dont provide great
service because I have low self-esteem. I dont want to say hi to
the guests. I dont want to smile. Do you feel that way or know
someone who does? Thats all the more reason to provide good
service. Youll find that your self-esteem will actually improve as
you provide a higher level of service and have fun with the guests.
Youll discover that youre just like a guest, that you want to enjoy
yourself and be treated with respect. Providing great guest service
will help you feel better about yourself.
Service. Those who serve others are held in high esteem. When you
understand that you can reap great rewards by serving others, youll
find a way to do it and enjoy it. Service is an important part of a
successful life. The rewards for great service are not limited to
monetary rewards either.
Special. Each and every
guest should feel special. Theyre all individuals and they all want
to be treated with respect, but they want to feel special in their
own specific way. Get to know your guests and find out how you can
make each of them feel special.
Satisfaction.
Its difficult for a guest to feel satisfaction when they may not be
winning. They may be hard pressed to find the fun in that and shrug
it off. But its your duty to make sure that they do have a good
time. Great service is the key to an outstanding, fun-filled gaming
experience, win or lose. When you provide stellar service, guests
will have that satisfaction and feel like a winner. That will keep
them coming back.
Stupendous. Thats it. Your
guests should feel like they had a stupendous time. Show you care
about them and make them feel important. Help them feel like
winners during every visit.
Star. People want to
feel like a star or celebrity. They want to feel as though theyre
the most important person on your property at any given moment and
they should be treated that way.
Smile. The
simple act of smiling is the one thing you can give and get in
return. Its the one thing that can make you and others feel better.
If you see somebody who doesnt have a smile, share yours because
you can always create a new one.
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