las vegas is alive! alive once again!

Las Vegas has taken quite a step forward in reopening and the Entertainment Capital of the World has once again bounced back as it had before.

As of yet, Red Rock Casino, Fremont Street, Bellagio, MGM Grand, and New York New York has opened their doors to the public. There have been many hurdles to make this happen, but happen it has. As you can see in the previous post that demand is there, and will continue to climb as the days go on.

Guests await the green light to reenter MGM Grand June 4, 2020

As seen in the picture above, the guests eagerly await the green light to reenter the MGM Grand and what a great day it was!

According to Fox 5 Vegas, Aria Resort and Casino is set to open before July 4th, 2020. The excitement grows with every property! Stay tuned for more updates!

Communication

This post deals with a major component of a company’s success in overall customer service.

Communication is vital and a lag in this communication could mean losing a loyal guest or a potential loyal guest. Much of the information flow concerning players comes from marketing and it is imperative that it is relayed to the appropriate tables games and/or hotel personnel. This information includes but is not limited to credit availability,  special limits,  trip time,  and/or any specific needs during their stay.

Often times,  there is a lag in information flow which causes table games personnel to take valuable time to confirm various information. Even worse,  a player shows up at the table only to be told that he/she has no availability whether credit or front money. This should never happen as due diligence shall eliminate this problem.  When this does happen,  it causes unnecessary tension between player and table games personnel. 

Mind you,  when credit and/or front money is established,  it does take a few minutes for the availability to show as the host must enter the information. The point that I am making here is that it would behove marketing personnel and/or the player’s host to notify table games personnel that the player is on property.  Of course all pertinent information would be included. Most importantly,  inform the player how the process works if they are unaware.

In conclusion,  keep communication and due diligence priority when proactively anticipating the needs of guests.

Service Recovery

Service recovery is a critical part of the overall quality of customer service and of course the success of any company.

There are multiple aspects one must consider when properly training staff. First is to what level the company will allow employees to address service recovery, if and when service recovery is necessary,  and of course recognizing to what extent is allowed.  

Also the staff needs to be trained in properly addressing the customers needs so that service recovery isn’t necessary.