8 Ways to define a strong Work Ethic?

This morning, I was listening to Gary Vee talk about having a strong work ethic, and that all successful people have, to quote Gary, worked their face off‘.

I was thinking about that. I don’t want to work my face off, if that means working 18 hours a day, every day.

I want to have time away from work, I want to enjoy all aspects of my life, and I want to be healthy physically, emotionally, and socially.

But I’m not lazy. I do have a strong work ethic.

So what do I mean when I say that I have a strong work ethic? What is my definition?

  1.  Each day, I complete whatever has to be truly done that day. This means that I have to be very clear about ‘importance’. (If I tried to finish everything on my ToDo list then I would never stop working; just like the washing up, those new Todos pile up as quickly as I put the old ones away.) So I am brutal about deciding what has to be done that day and I will work late into the night if necessary.
  2. Each day includes the weekends and holidays. We work with Player Development teams across the three time-zones. And Casino Hosts work on weekends and holidays; they don’t all take off on July 4th, or Dec 25th, or Dec 31st. So my work ethic does include being available to our support team, and to our clients, when they truly need me, 24 x 7. Notice the word truly!
  3. I do everything that I don’t want to do. There are many things, large and small, that I don’t want to do. Like a toddler! I don’t want to! But I have learned to recognize that feeling, let myself be unhappy, and then buckle down and get them done. If I procrastinate and put them off, then they are living in the back of my mind and making me miserable. If I step up and get them finished, then they are gone. (I didn’t expect so many positive aspects of Yoga. I think the regular practice of Yoga trains the mind to understand the emotion, and then move beyond it.)
  4. I am fearless. Part of a strong work ethic, is to be able to ‘do what needs to be done’ regardless of one’s fear. Back in my 20’s and 30’s, I used to live with a lot of  fear, and I made a mess of so many situations. But now I live by the rule ‘Challenge your limits, don’t limit your challenges‘. If I fail at something then it doesn’t matter because certain people still love me. And, of course, if I make a mistake then I will say so, and own it, because integrity is key in business.
  5. I am disciplined. Four months ago, I decided to start writing articles and books, and sharing much of what I have learned from working with some fabulous Player Development professionals over the years. I decided to write one article a week; and here I am writing this. I don’t always “want to” but I do it, because that is my weekly discipline. And I managed to write my first book, Casino Host Goals: a Strategic Approach to Player Development, by carving out one hour a day for what seemed like forever!
  6. I am organized. I maintain three Todo lists. One is for my personal life, one is for Harvest Trends now, and one is for Harvest Trends future. Each morning, I review each list (and yes, these are hand-written on paper, using my Dad’s Parker Pen and real ink. People are often amazed that I don’t use a software tool but, because I knock these things out, they don’t grow into long lists.) I pick 3 items to be completed today; that way, there is plenty of room for the other tasks that pop up during the day and must be knocked back. I think of incoming tasks/emails as if they were ping-pong balls, and I am an Ace table tennis player! I want to knock those little white balls back over the net as they arrive, and not have them all land on the floor around my desk.
  7. I am constantly reading, listening and learning. To me, part of having a strong work ethic, is to work on myself as much as my ‘job’. I multi-task this into my life. For example, I listen to motivational speeches while I am getting ready in the morning, or if I am working on a task that does not require much mental attention. And I am always, always, always thinking. I will see an article on a completely different industry and I will be thinking about what it means to Player Development. So, yes, I am a little obsessed in that way!
  8. I work a lot of hours. And yes, I do work a lot of hours. Ha ha! But I don’t work my face off so I won’t become a billionaire and that’s just fine.

Casino Hosts need strong Empathy. Sympathy? Not so much!

I’ve been doing a lot of web-based training lately for Casino Hosts and I have been reminded why I so enjoy working with Player Development professionals! They show up on time for their appointments, they welcome me with a happy greeting, and they work hard at staying upbeat and energetic in their tone and attitude. What’s not to like?

I’ve also become fascinated by the difference between Empathy and Sympathy.

There is no way for a Player Development professional to build relationships with a diverse set of casino guests without consistently employing a lot of empathy.

What is Empathy? In short, having empathy means you can understand how others feel.

The Empathetic Host is focused on really understanding the guest’s situation, attitude, and behaviors.

This can be done in a number of ways and they all involve close observation and an open mind. There are 5 key skills and they can all be improved with practice.

  1. What is the body language of the guest? What can you deduce from the way they walk, the way they gesture, and the way the stand in front of you?
  2. What is the facial expression of the guest? What can you tell from the shape of their mouth, and the position of their eyebrows?
  3. How do they sound? What is their tone, the speed of their speech, the volume of their voice?
  4. What are they really saying? Behind their choice of words, what message are they really trying to send to you?
  5. And finally, what can you learn by asking open-ended questions? (An open-ended question, such as, ‘Why are you so disappointed?’, can lead to many answers. A closed question, such as ‘Do you want a comp?’, will only lead to one of two answers, Yes or No. Okay! It will always lead to Yes!)

My point is that Empathy, the ability to understand the other person, can be constantly improved upon, by continuing to sharpen our skills in interpreting body language, reading facial expressions, listening for tone, probing for underlying issues, and asking open-ended questions.

Of course, for a Player Development professional, these skills also have to be refined over time to be able to understand people from other cultures, from other backgrounds, from different age groups. This is one of the challenges for a Casino Host when they move cross-country into a different culture, or into a very different Property where the guests have different expectations.

Sympathy, by comparison, means feeling compassion, sorrow, or pity.

If my guest is angry because they showed up for the Ham Giveaway Promotion and there is nothing left, then I can have complete empathy but not necessarily sympathy. After asking some open questions, I can realize that they left home too late and they are mad at themselves, but that they want to express themselves as frustrated at the Casino. With this empathy, I can decide on my approach. And without sympathy, without actually feeling sorry for them, I can still use my professional face and demeanor to handle the situation.

If you think about it, having a Big Heart and being Sympathetic to your guests, could lead to your emotions clouding your judgement, let alone to you crossing the invisible line and befriending your players.

I believe that Empathy is the key to successfully developing meaningful relationships with your coded players. And, constantly improving your skills of insight, will lead to more Empathy in dealing with fellow Hosts, working across departments within the Casino, and probably to a promotion because Empathy is key to being a successful Manager.

In conclusion! Empathy means you understand what they are feeling; and Sympathy means your own mood changes and responds to theirs.

I suggest that you constantly refine your ability to be Empathetic and double-check any impulse to be Sympathetic.

Not that it is bad to care but, as a professional, you are in the business of consistency and your emotional reaction (positive or negative!) may lead you to react differently to different people. And that always leads to trouble. So! Use all of your skills to understand but keep your heart in check, and act from your head.

Yours Empathetically,
Jackie P.

7 Ways to Blow Up Casino Marketing

As we move out of a paper world and into a digital world, you are reviewing your entire approach to Casino Marketing.

You’re not?

Do you go home, throw away the physical mail, and look at your phone all evening? Of course you do. And that is why we have to review our entire approach.

Our industry needs to move away from the mass distribution of glossy pieces. And I am not talking about switching from direct physical mail to direct email. I am suggesting that we turn everything on it’s head.

First, let’s get on the same page re: what happens today.

When we pour money into billboards, radio ads, and sponsoring local events, we are doing  Saturation marketing. We hope to catch the attention of everyone in those zip codes but of course, not everyone is going to care AND we cannot measure the response.

If I ruled the world, I would leave a two billboards on the Interstate to catch the passers-by who need a rest-stop, and invest 90% of the rest into targeted ads on Facebook. Your casino is in a fixed spot and does not move around. So you can use targeted ads on Facebook to promote your property, amenities, and events to the right demographics in the right locations. Instead of relying on someone looking at the mailer to see your Double Down Tuesday, run an online ad on Monday and Tuesday.

And the missing 10%? You know how you look at picture of some shoes, and then an ad for those shows follows you around as you go to other websites? Imagine investing in that technology so if someone clicks on your Steakhouse, then your restaurant follows them around as they look for alternatives.

When we pump out a physical mail piece (your Monthly Mailer) we are doing Targeted Marketing. We are sending  30,000+ glossy mailers to a segmented list using worth, market, demographic, recency. Yes, we are helping the United States Post Office but 55% of our mailers end up in the same place as the offer for a new credit card. There is a lot of talk about how to attract millennials into our Casinos but using physical mail is a real turn-off because that demographic don’t like to see waste. (Pechanga is getting some great publicity for donating their half-used toilet rolls!)

BTW, direct email is not the answer to direct print because, let’s face it, you don’t read those either, do you?

If I ruled the world, I would only send a postcard, on recycled paper, with the dollar amount of their offers in large print. And it would look exactly the same every month but on a different colored card. People will keep this because it looks like money and because they have the excuse to go to the casino and ‘not waste it’.

Think about how upset we get when it is revealed that a charity gives 5% of our money to the children in need, and burns through 95% on advertising, marketing, and staff. Take a hard look at your Marketing budget. What % ends up with the guest in their offer, and what % is used for ‘communication’? How could you shift some money over into the actual offer and upset your competition?

Your multi-million dollar investments in Advertising and Direct Mail, buys you a very large, slow moving, fishing boat using large nets to try to catch fish; both large and very small.

By comparison, your somewhat meager investment of 500K in Player Development, is like fly-fishing with a rod. If they take a Strategic Approach, your PD team will watch, target, and pick off the big fish.

Having a PD team is based on the premise that the highest worth gamers deserve personal attention and 1:1 marketing techniques.

But!

We don’t give the PD team the tools and the budget to do 1:1 marketing. We expect them to use their cell phone, and waste time at the laser printer with form letters.

Ideally, the PD team would have a CRM, (so they can segment their players) that is hooked up to your vendor for print and email. Or hooked up to a vendor so the coded player automatically receives a personalized birthday gift from their Host, or a box of cookies at Thanksgiving. All handled automatically… with a text to the Host that let’s them know the gift has been delivered, so they can call and bask in the glory.

I suggest you consider asking someone on the Direct Marketing team to take a look at the coded players and come up with segmentation, with business rules for ‘when to send what kind of gift to which kind of player’, and burn some dollars on those best players.

Many of you are building very large Player Development teams, with as many as 20 Hosts, in an effort to go deeper into the Club and build a relationship with more players. I think that’s great! But invest in an approach, and some tools, in addition to adding bodies.

And, to truly go ‘deeper into the Club’, you have to go deeper into the phone. Everyone is carrying a phone. It is now a fact and not  a question. So how do you use the phone to attract, track, motivate, and retain, your customers?

This is why I was so excited to read about the Mobile Experience & Engagement Training (MEET) Day that has been added to the Casino Marketing & Technology Conference.  Take a look at these topics around using the phone to improve the casino player, guest and employee experience.

In conclusion!

  1. Take a hard look at your Marketing budget. Don’t be that greedy charity that burns 95%!
  2. Keep two billboards on the Interstate that emphasize your good food and clean restrooms.
  3. Move your advertising budget into Facebook, Snapchat, Instagram, Youtube, and techniques that follow the surfer around after they have clicked on you.
  4. Dump the expensive physical mailer in favor of a simple (recycled) postcard that has a $ amount in large letters.
  5. Treat your coded players as a ‘database inside a database’ and give some direct marketing tools to your PD team.
  6. Go deeper into the phone. Everyone’s attention is on their phone, and you want to be literally ‘in their face’. Attend MEET in July.
  7. Drink the kool-aid about getting attention by watching Gary Vaynerchuk.  Here’s an intro to Gary Vee. . Put up with the profanity and listen to the end.

Finally, be brave. Be audacious.

****

And if you enjoyed this, then take a look at How Do We Transform the Gaming Industry, Gary Vee?

How do we transform the Gaming Industry, Gary Vee?

Jmovies2

Jimmy Compton, PD at 7 Clans, started a conversation in the Player Development Association about millennials and what will attract them to Casinos…

…I reluctantly went to the Cinema last night (Book Club) for the first time in 5+ years.

Why reluctant? I hate having to get there early to be sure of a good seat alongside my friends, and to avoid being stuck between strangers. I don’t want to drink a soda in the evening, I want a glass of wine. And I hate having to scrunch into my seat to let people go by.

I’d rather sit at home and obsessively watch Gary Vee videos on YouTube with a glass of Tempranillo. (More of Gary Vee later…)

What a surprise! My friend had purchased our tickets on-line and we had assigned seats. There was a bar in the foyer! And my seat was as comfy as a first-class airline seat, and even reclined. If you are thinking ‘of course’ then you can appreciate how long it has been since I went.

After the movie, I started to relate this experience back to Jimmy’s questions and to our Casino industry…

The Cinema of my youth had lines around the block and could cram the audience into small seats, narrow rows, and a large auditorium showing one movie. ‘Going to the Movies’ was THE exciting outing, and the Cinema did not have to compete with other forms of entertainment; in fact it closed down a lot of live entertainment.

Now we have so much choice of entertainment and even from the comfort of our own home. So why go out at all, and why pick the cinema? Why go out, and why pick the casino?

I was impressed how the cinema has been re-envisaged and transformed. Smaller auditoriums, multiple choice of movies, comfortable seats, alcohol, and assigned seats.

How are we going to re-envisage the casino experience? I don’t mean add more amenities and provide free wifi. How will we transform the casino experience?

How do we capitalize on Gamers that will go online and book a time-slot in an amazing 3D technology experience with their friends, and pay for additional virtual experiences while they play? Isn’t the Casino the natural venue for all kinds of amazing 3D and VR technology that is too big for my front room?

Where are the fun robots that roam the floor and you can interact with them? Not to replace the staff – but to add some buzz!

How do we tie into the anticipation of the new Marvel film and not wait for a themed slot machine emerges? A millennial will not be excited about a Marvel slot machine. But they might have come to an event with costumed actors who will pose for photos, while you play the free trailers on big screens. Perhaps you install a small but amazing auditorium and groups can rent the space?

I went to see the Book Club which is aimed at the 50+ female market that maps really well to the demographic of a slot player. How do we get small groups of women to come to the Casino and re-live the movie in a VIP event? Set up an area with video clips playing from the Movie and serve wine and Tapas?

It’s not just about millennials. Why did I go to the Book Club? Because of video clips on Facebook that were targeted at me based on my gender and age. Everyone is on social media, and staring at their phone.

Which leads me to Direct Mail; I know that you go home, throw away your physical mail, and then pick up your phone. Part of this transformation of our industry will be to abandon the postage stamp, and throw ourselves fully into Facebook, Snapchat, Instagram, Youtube, and whatever comes next. Is your casino doing that? I don’t mean dabbling in social media, I mean throwing away the postage stamp, and going 100% into social media.

And if Player Development is supposed to be a 1:1 relationship with the guest then social media is even more important! But do you have handcuffs on how much you can use Instagram and Snapchat as an Executive Host?

(Someone should please invite Gary Vaynerchuk to speak at G2E! Gary Vee is making his fortune explaining to industries like ours that we are completely missing the boat on social media. Here’s an intro. Put up with the profanity and listen to the end.)

And how was the Book Club? It was good but it failed to take full advantage of some amazing actors.

And will I go back to the Cinema? Absolutely!

****
You can join the Casino Player Development Association (C-PDA) via Linked In. Connect with me and I will invite you.

Join the Casino Player Development Association!

You are interested in Player Development so join the new, and growing, Casino Player Development Association (C-PDA)!

Together, we will:

  • Provide a support mechanism for all Player Development  professionals.
  • Share education, ideas, challenges and solutions.
  • Find out about new opportunities.
  • Promote Player Development as a Profession.

The C-PDA has started as a group on Linked In. This is just the first step in building out a professional association, so you will get in from the start.

On LinkedIn, please connect to JZ or Jackie, with a note that you want to join the C-PDA, and we will invite you into the Group!

Jatonia Ziegler (JZ), PlayerSoft

https://www.linkedin.com/in/jatonia-ziegler-938403a/

Jackie Parker, Harvest Trends

https://www.linkedin.com/in/jackieparker/

Be a part of PD Nation!

Download Casino VIP Host Interview Questions

Do you need some questions to ask a Casino Host during the interview?

(If you haven’t read this related article, then take a look at 6 THINGS TO LOOK FOR IN A CASINO HOST NEW HIRE The interview questions are based on the ideas in this article about what to look for when hiring a Casino Host. So read the article to see if you agree to why you would ask these questions.)

You can download this in MS Word format and change it to meet your situation:

Host Questionaire MSWord

Or you can download in PDF format if that version of MS Word does not work for you:

Host Questionaire v1

P.S. Do you want to become a Host, and  you are doing research?  Take a look at this information.

 

 

 

What’s your style? Delta or Virgin Atlantic?

Do you dress like the traditional Casino Exec, or do you add your trademark polka dot tie or scarf? Is there a correct and only way to dress, to behave, and to connect with the players?

I fly across the Atlantic a couple of times each year. The Delta crews are immaculately groomed with a permanent soft smile, and a calm, quiet way of moving around the cabin. To the British side of my brain, this is cold and impersonal but I believe they are so well-drilled and competent, that they would handle any emergency mid-flight.

By comparison, the Virgin Atlantic crews appear relaxed, even casual, and share personal stories and jokes as if I were a friend.  Yes, they wear a uniform but it will have a jaunty adjustment and perhaps a small personal addition. To the American side of my brain, they can appear dis-organized and I worry that they would not find the defibrillator in time!

(In the US, we expect customer service to be delivered with the quiet efficiency shown in Downtown Abbey. In contrast, the Brits know that anyone delivering customer service will be as personal and jokey, as if they had just met you in the pub. Despite the stereotype of the British ‘stiff upper lip’, the British guest may find the Delta crew to be aloof, and the American guest may find the Virgin Atlantic crew to be unprofessional.)

I always enjoy these contrasts in the culture of the flight crews as I hurtle in a silver tube between my native land and my adopted USA home. It reminds me that there is no right or wrong way to dress and behave. But! It is very easy to put off a guest who has a rigid expectation of any kind. So, you might want to experiment with lightening up, or tightening up, your style to see what response you get. (While still being sincere to your true nature!)

You may say that your style is fine because your numbers are great and your players all love you. But what does your manager think?

Are you the manager? Have you told Jenny to change her wardrobe, and have you asked Andy to cut out the jokes?

I remember a Director of PD with excellent numbers, and high customer ratings, who was refused a promotion to VP because the GM thought their style was unprofessional. Had the GM ever said anything? No!

As managers, we can believe our expectations are so obvious that any individual who does not conform must be deliberately defiant, or stupid. But no, as a manager, you must be clear if you are expecting Delta, Virgin Atlantic, or any other airline! And, as a PD professional, you should be sure to ask your manager if you are meeting their expectations.

At the end of the day, you only have one Captain of the crew, and they control your flight path to promotion!

****

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Lovely Reminders to Ask Questions

The phrase Emotional Intelligence is thrown around a lot in articles about Player Development. The intelligence to accurately recognize another person’s emotions through their words, body language, and facial expressions. And the intelligence to respond appropriately with our own words, body language and facial control. You can see how appropriate this is to hosting Casino guests. (And if you want to try your hand, then take this quiz!)

Of course, there are tremendous cultural variations in our behavior, that can completely throw off one’s Emotional Radar. I am British, I’ve lived in the US for over 30 years, and I am back in England to take care of my 86 year old Mother after a stroke. As I walk around the town and navigate the shops and the Hospital, I realize every now and then that I have done something slightly inappropriate! I have a strong enough Emotional Radar to pick up on their reaction, but I don’t know my mistake because I have forgotten so many details about how to interact in this culture! Even though I visit twice a year.

However. There is another important component of dealing with others, and that is Respect. I’ve seen how my Mother was treated in the Hospital and now how she is being treated in the Rehabilitation Home, and that is with a great deal of Respect. So the attached picture from Facebook really struck a chord with me. Take a look at this lovely way of using photographs to distinguish between how a person is seen, and how they see themselves.

Many of our most valuable Casino Guests are in the demographic of these pictures (and 20-30 years older than our Hosts!) These guests will greatly appreciate our respect as we take the time to ask about their lives, to hear their stories (perhaps repeated), and thank them for all they bring to this experience of being alive.

(This picture is from https://www.facebook.com/lifeisamessage/photos/a.1744618715782170.1073741846.1432141293696582/1744618822448826/?type=3&theater)

Hustle beats Talent when Talent does not Hustle

I drove past one of those bright yellow signs with black lettering and it read “Hustle beats Talent when Talent does not Hustle.” It really caught my attention and I looked to see what kind of business it was. A Dentist! Now, I am not sure I’d want to go and see a Dental Surgeon that was relying on their Hustle over their Talent, but I still like the phrase.

We can have all the talent in the world but it doesn’t count for anything unless we roll up our sleeves, get to work, and hustle!

This probably struck me hard because I was on my way to a County planning meeting to try to persuade them to make a zoning change so that I could start a new business. I had not thought of myself as hustling, but I was! Putting myself out there and trying to make my vision become a reality.

At Harvest Trends, we have to hustle to get the word out. We might have the best solution for Player Development and we might have passion, but unless we hustle through our marketing efforts then no-one will ever know.

And Player Development professionals have to get out there and hustle every day. A Host can have all the talent in the world; a wonderful way with people, a natural charm, a grasp of every detail of how to analyze and grow a player, and an encyclopedic knowledge of everything gaming.

… but Hustle beats Talent when Talent does not Hustle.

I usually talk about the Strategic Host and the need to take a strategic approach to Player Development. The need to have a PLAN of how the Strategic Host is going to achieve their goals by dividing up their time and acting consistently on the right priorities.

Yes, we have to use our Strategic Talent to analyze our goals, divide up our players into different ‘types’ or ‘segments’, and decide how we are to go about growing their trips and play.

But it is the Hustle that makes us execute our plan!

It is the Hustle that forces us to make those out-bound calls to missing players, to make sure we send 30 letters each and every week, and to start each shift with a list of 3 Key Todos for that day. It is the Hustle that leads us to network with the Pit Boss, the F&B Manager, and the Front Desk so that we can pull strings for our guests. It is the Hustle that gives us the courage to ask our Manager, “Where can I improve?”

Let’s take our Talents and add some Hustle this week!

Drive, and, Host Defensively!

I want to share a story that has been rolling around in my head about Casino Host ethics, integrity, and not crossing the invisible lines.

In the last article, 6 Reasons People Gamble; and Why a Host Should Care, I wrapped up with this thought: ‘Are you a friend? Of course not. Don’t get too friendly or you can easily cross a line that leads to no end of trouble for you.’

An Executive shared an old story with me regarding a Host who crossed a line and ended up in trouble. It involved a Host becoming ‘too friendly’ with some guests and going off-premise to join them for food and drinks. Because, of course, the Host could not drink on property. An F&B Manager was aware of this, and even ended up joining the group off-property! The story did not end well, and it raised all kinds of HR issues about Who Said What, and Who Knew What, and What Really Happened.

In my own professional life, I have found myself in a bad situation where it was all about ‘My Word against Their Word’ but it was a fellow employee and not a customer. If you are the employee and ‘they’ are the customer, then you are immediately less likely to be believed.

And even if you are believed, there is still the terrible PR issue of the customer’s complaint. The Casino must take responsibility for your actions, or perceived actions, and the Casino must clean up the mess. So, you are going to be in big trouble.

Let’s go back to this story.

tsaThe F&B Manager should have known better because a Manager must be even more Squeaky Clean than an individual contributor.

The F&B Manager should have told the Host to cut it out and, if the activity continued, the F&B Manager should have told the PD Manager.

As the TSA poster says, ‘If you see something, say something”.

Both the Host and the Manager should have thought a little more deeply about why they cannot drink on their own Property. It is not to be mean. It is because alcohol removes inhibitions and even if the employee can hold their drink, it doesn’t mean that the customer can. You drive defensively, watching out the other idiots who may run a light, not give a turn signal, or text and drive. As a Casino Host, you must work and live defensively, watching out for customers or fellow employees who might cross a line and drag you with them.

  • How might it look if you are drinking off-property with a VIP customer?
  • How might it look if you are up alone in the Penthouse with a group of guests drinking? Take someone with you!

Here’s the brutal reality. It doesn’t matter what you are doing, it matters how it could be interpreted.

Of course, on property, you have the added protection of cameras so if a customer, or employee, accuses you of impropriety then Surveillance might be able to pull the tapes. Off-property, you don’t that extra layer of protection.

And what about off-hours? Does the Casino own your entire life and so you cannot go bar-hopping or dancing? Well, for one, it probably depends where you live and how likely you are to run into your Coded Players! And what about friends? Can the Casino tell you that customers cannot become friends? Lovers? Of course not, and of course it is going to happen in some cases.

The point is that you must Host defensively. Tell your Manager as soon as there is any reason to do so. Just so they are not taken off-guard and, perhaps, they can re-code the guest. I remember being told “I cannot tell my Manager because this high value player is a married woman’. Well, don’t be having an affair with a married woman, let alone the best slot player!

And as for friends… We all have friends, and we might have friends that play in the Casino. But if your fellow Host meets a bunch of party animals in the Casino and follows them off-site to hang out with them… then those are not their friends! The motive was not friendship but a good time, and parties can go sour. If you See Something, Say Something!

It is all about perception and managing perception. Last night’s news was all about the revelation that Michel Cohen named Sean Hannity was a client. Sean Hannity says he was not a client. It is a ‘Him against Him’ story. But Sean Hannity has spent the week lambasting the FBI raid on Michael Cohen while pressuring Cohen to keep him out of the story. My point is that I don’t know the truth; I just know that Sean Hannity is now dealing with a major news story because he tried to avoid disclosing a minor news story.

Did the PD Manager know about the Host going off-property and whooping it up with guests? If so, they should have Said Something but perhaps they dismissed it as harmless or just gossip. By avoiding that minor conversation with the Host, the PD Manager was pulled into an HR nightmare.

If you See something, Say something! First to the person themselves and then, if necessary, to management. It may be embarrassing or difficult to speak to someone about their behavior, or a rumor of their behavior, but it will be MUCH worse when you get pulled into HR, or the Gaming Authority, to explain what you knew and when.

A Casino Resort has a dangerous mix of heady-entertainment, alcohol, hotel bedrooms, and Casino Hosts have the extra burden of having to be ‘nice’ to guests. So, Drive and Host Defensively!

Brought to you by Harvest Trends