As the world struggles with the recent events that all are surely aware of, there are events here that have rocked the very foundation of our country, and times are still very hard for many. The Coronavirus has not slowed surpassing three million confirmed cases, there are still thousands that have not received a dime from unemployment, civil unrest has risen in many cities, China has implemented a security law tearing down the pro-democracy movement and was most certainly a fatal blow to the “one country, two systems” framework.
Closer to home here in Las Vegas, Governor Steve Sisolak issed a mandatory face mask order in which everyone must wear a mask in public. This has comforted some to a degree, has enraged others which feel that the mandate is unconstitutional, and has made others worried of the implications of wearing a mask. In any case, private property is just that, private property. Businesses have the right to require masks mandate or not.
There is a very recent video on YouTube of patrons at Wynn Casino that had been asked to wear their masks and refused. They were asked to leave by security if they were to refuse to wear a mask. Instead of complying with wearing a mask, they taunted security throughout the self-recorded video. The single fact that the patrons ignored is that it is in fact private property.
In business news around Las Vegas, there is fear amongst businesses as Governor Sisolak spoke of “action’ for non-compliance of the mask mandate. A second shut-down of businesses would make recovery nearly impossible.
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.