During my casino years, I saw all kinds of relationships in various stages. We regularly had new players who were just meeting the people who worked at our property, so relationships began with the host assigned to follow up to retain the loyalty of those patrons. Other patron-employee relationships had been solidified for years; many of these have continued beyond the confines of the casino’s walls. Among the casino’s associates, there were romantic relationships, work-spouses, friendships, mentoring pairs, and (of course) difficult relationships among all sorts of people. This is to be expected, because the reality is that in any service industry, relationships are the driving force behind the business’s success (or lack thereof).
In Casino Player Development, one must obviously build effective two-way relationships with casino guests. (We discuss how in Relationships 101.) That’s the biggest part of the job. With this in mind, It’s surprising how many hosts don’t intuitively begin building relationships with co-workers as well. These relationships enable a host to be as successful as possible. Imagine trying to get steakhouse or hotel reservations made and confirmed without the assistance of a co-worker…particularly when fulfilling those ever-present last-minute requests from a big player. Or think about how difficult it could be to enhance a patron’s visit when you plan to surprise her with a spa treatment, but they tell you they’re all booked up and can’t accommodate you. While it is certainly paramount to develop strong working relationships with patrons, the relationships built among co-workers are arguably more important, and are likely to last a lot longer, too. I am still in contact with several former co-workers and know I can count on them even today if I or someone important to me needs their help.
Casino guests rely on a number of employees to make their visits go the way they expect, and when hosts can work together with those other employees, everybody wins. In many situations, guest satisfaction can only be achieved through teamwork. That teamwork must, like any other collaborative relationship, be built on a solid base of understanding and communication.
In the post “A Highroller Told Me,” we learned that a good host works together with both the VIP patron and the associates in the departments the patron utilizes in order to provide the experience that player is hoping to have. This player’s host not only makes appropriate reservations to prepare for his visits, but she coordinates with fellow employees to give them a heads-up that he is coming in and remind everyone about his (and his wife’s) expectations. This host reminds and encourages her co-workers to provide the best possible service to their shared and very valuable guests.
How can you build this sort of relationship with the people who work with you? It’s really not that different than the way host/player relationships are built. Show your appreciation for their efforts. Thank them honestly and effusively, share appropriate gifts and perks, and tell your guests which of your co-workers contributed to their positive experiences. Learn something about them and use that information to refine your efforts to continue growing your relationship. Remember that in order to have a friend, one must be a friend. Find ways to help your co-workers’ jobs easier, make sure their supervisor(s) know how much you appreciate their assistance, and remember that you’re all working toward a common goal: return visits from satisfied, loyal patrons.
Relationship building is certainly important from both an internal perspective as well as from a guest-facing one. Make sure that all the relationships you build are solid. Show how much they mean to you in small ways and make that a habit if it isn’t already one you have. Praise and positivity are always welcome. Use them freely. Everyone will benefit, both in-house and those who visit you.
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