Engaging the internal guests is just as important as engaging the external guests.  The 5 – 10 Rule should be used when traversing the property.

Engaging internal guests helps to keep up morale. More importantly, to ignore or avoid internal guests could make them feel excluded and not truly part of the team.

Always keep in mind the Mission and Vision of the company.


As it has been a very interesting last few weeks, they have also been very productive.  Thank you for your patience and understanding!

Chinese New Year has come and gone, but the action in Vegas is still stong.  The numbers may not be as good as last year because of recent developments and events in China.  After the smoke clears, we will see.

There will be more material more often from this point forward. Thank you all and have a great week!

Holiday Break

I hope everyone had a very Merry Christmas!! As I took a long holiday break there of course have been no posts. I will post over the weekend and then in the middle of next week. After that I will be out until January 5th.

As we all look forward to the next year, I do hope that it is fruitful one. I wish everyone a Happy New Year!!

Onward and Upward!!

Teaching a New Dog Old Tricks and the Importance of Morale – Part 2 of 2.

Morale is as important if not more important in the casino industry than any other industry. The dynamics of this is so deep that it is a must to have a solid protocol in writing for all aspects of the business.

Keeping guests happy begins with happy employees. Keeping happy employees begins with clear and complete communication. Firm and logical policies and procedures that maintain company integrity and at the same time underline the importance of the employees gives that critical edge to companies to achieve 5 Star Customer Services 

Examples of this range from benefits, to wages, to breaks and even to recognition.

As this is the end of the two part series,  a new part will be added to the series concerning recognition.

Teaching a New Dog Old Tricks and the Importance of Morale – Part 1 of 2

Customer Service is not easy for everyone.  On the same note, some patrons want to be treated much differently than others.  This applies to both ends of the spectrum.  Some employees have a natural knack to provide 100% excellent customer service while others have to struggle with even the basic concepts. They try very hard to please even the easiest guest to no avail or they really don’t try at all.

When hiring new employees, the individual(s) responsible for hiring must take strong observation of customer service skills.  The manner in which customer service is provided can be taught and directed, but an employee with no skills and no desire will never improve the bottom line.

As far as guests are concerned, there are some that will write down the names of the employee(s) as well as time(s) served if they feel that service was inadequate and make a complaint.  This is almost always the case if the guest has the expectation of being pampered.  On the other hand, there are guests who do not want to even be spoken to and at times get angry when they hear “good luck” or “how are you.”  Mind you, the majority of this situation is in table games.  In any case, an employee must be able to adapt and cope with all types of guests.  This can be taught by proper training. Quite often it is “touch and go” with specifics, but service recovery comes in to play any time there is a problem.

**I will be making an announcement concerning an addition/improvement to the blog in between this post and Part 2!  Stay tuned!

Announcement of Next Post

Teaching a new dog old tricks and the importance of morale. 

The next post will be in two parts.

The first will consist of my thoughts on training employees to provide the best possible customer possible and how difficult it can be to select the best candidates.

The second part consists of information concerning employee morale and how it affects a company’s integrity.