There is a fierce competition in the gambling industry. Only casinos with top-notch guest service can survive. Read these tips from Robinson and Associates, a gaming guest service consulting company and craft your guest service the most effective way.
- Make it short. A one-page plan is enough for most casinos. The plan must make clear who you are, what is your target market and what you are planning to do for that market.
- Prepare everything you need. Your one-page plan needs supporting documents. Organize these materials in a way you can look at them any time of the year and know what is going to happen next week or next month.
- Distribute roles. Once you have your plan and all supporting materials, decide what activities will be performed and who will take care of each one of them.
- Be responsible. Many guest-service plans fail because no one works them. Your plan must include specific activities that happen in specific moments. Follow your plan precisely and make your plan work.
- Give grades. In the end of each quarter take a look at the performed activities and grade them. See what worked well and what must be improved or dropped.
- Hold meetings. Meetings of the key people involved in implementation of your plan must be held often. Make people understand that guest-service is the priority.
- Make Changes. Your plan is a dynamic document. If you see that something does not work, drop it or replace it. You can also add new ideas to your plan. Just remember to follow the main course and do not jump from one idea to another.