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.
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 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.