The following service tip on awareness is provided by Robinson & Associates, Inc., a guest service consulting firm to the gaming industry, and its Web site CasinoCustomerService.com.
Service Tip: “Guest service is based on awareness. You must be aware of your guests – their facial expressions, the way they sit and what they’re doing. By being aware of those things, you put yourself in a position to help them. You are prepared to say: ‘This person looks like they can’t get change’ or ‘This person looks like they’re frustrated. I’ll go over and say hello.’ Being aware of what’s going on with your guests leads to great things.”
Robinson & Associates is an Annapolis, Md.-based guest service consulting firm that provides specialty guest service training, management skills training, presentation skills training, team building programs and employee incentive and recognition programs for the gambling industry. The company may be reached by phone at 480-991-6420 or by e-mail at e-mail protected from spam bots. Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association. Martin R. Baird, the company’s chief executive officer, is author of “Gaming Guest Service from A to Z.”
