Tag Archives: Casino Player Development

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Are you a Shark or a Goldfish?

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A VP of Player Development posted a meme on LinkedIn with the question “Are you a Shark or a Goldfish?” It caught my eye and make me ponder.

In our culture, a Shark seems a bit negative and aggressive versus the cuddly Goldfish. But the point is that a Shark is a hunter and will pursue its dinner. Whereas a Goldfish will circle around the glass tank hoping that someone will bring the dinner. The question is, do you make things happen?

I found out that the meme was based on a book “The Shark and the Goldfish“. I haven’t read the book yet but the blurb on his website says “Jon Gordon shares an inspiring fable about a goldfish who has always been fed, a nice shark who teaches him to find food and a wave of change that brings them together. The Shark teaches the Goldfish that the difference between a full belly and an empty stomach depends solely on your faith, beliefs, and actions.”

I think it’s worth challenging ourselves on these points.

1. Do you have faith in your ability to grow the business? To get more trips and play? (I am sure you have faith in your ability to ensure that your players ‘love you’) But do you have faith in your ability to not only meet but exceed your goals for this quarter? We are 63% through the quarter. Are you at 63% of the Total Theo that you have to deliver in Q1?

  • If you don’t have faith in your ability then why not? What are your fears or constraints that are holding you back? Who can help? Can you talk your manager into getting sales training for the team? Can you take some classes at your own expense?
  • If you do have faith but you are at less than 63% of your quarterly goal then you see yourself as a Shark but you must be acting like a Goldfish.
  • And if you smirked that the goals are impossible to meet because management is unrealistic then you just made a Goldfish excuse. (Why leave my safe bowl and go off into the Ocean just because management claims there are big fish out there?)

2. Do you have set of beliefs? Do you have your own theories about why people visit your property, about how you can influence their behavior, and about how you can grow your business? You can have faith in yourself but you need a set of concrete beliefs, theories if you like.

  • Where are those fish? Where do they like to swim? Are they visiting someone else’s pond?
  • What times of day do they swim?
  • How often should you contact them, and how exactly should you approach them?
  • What are some good opening lines to sign up new players?
  • What are your personal techniques to increase their trips and play?

You will never be a Shark and successfully fill your belly unless you create your own beliefs about how to grow your business. Read, talk to your peers and your manager, and brainstorm with close associates. Don’t rule out talking with Pit Bosses and Slot Directors for their ideas. (Most people love to give their opinion.)

And then go test your ideas and learn from your mistakes. Yes, a Shark has the courage to make a mistake and miss a catch but learn for next time. A Goldfish stays in the safe zone, and does not try a new opening line on a guest playing without a card. A Shark has an idea, tries it out, and learns from the result. A Goldfish sticks to the same old, same old, approach. When did you last try something new? If it was a month or more ago then you are acting like a Goldfish.

(Read this from Wikipedia! “Sharks constantly replace their teeth throughout life; some sharks lose 30,000 or more teeth in their lifetime. ” Take this as an analogy! You need to constantly replace your ‘teeth’ by getting stuck into new approaches and seeing what happens.)

3. And, lastly, do you act like a Shark each and every day? Are you constantly monitoring the situation and seizing every opportunity? For example, a Host is talking to a valuable player and they mention that their friend Vic likes to go to Vegas. A Goldfish will listen intently and may even make a note in the software that ‘Joe has a friend Vic that goes to Vegas’. Now that was going in for the kill! A Shark will immediately say – ‘Hey, let’s get Vic in here for your birthday party next month and have a good time!’. The Shark already had a belief, a theory, about what to try and do in this situation, so the Shark was ready to pounce.

And if you are a Manager then run through the list of your Hosts and PD Executives and ask yourself if they are a Shark or a Goldfish? Are they making things happen or are they waiting for things to happen? And what are doing, as the leader, to instill faith, create beliefs, and track actions? Are you, yourself, acting like a Goldfish, executing the same old same old approaches, or are you brainstorming with your team each month about how to act like Sharks?

63% of the Quarter already! Let’s get out into the waters and find the fish.

Casino Host Excellence

Get up! Stand up! 6 Reasons Why.

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Your calls can improve if you stand up!

Why?

1. It’s Familiar! You are used to meeting people across the Property and talking to them face to face. If you stand up to make the call then you can ‘pretend’ that they are about to appear in front of you. This is a physically familiar posture and it will comfort you and bring you confidence. Because you are at your best when you are standing in front of the guest, face to face, and smiling.

2. It lets you breath! When you stand up, you open up your lungs and get plenty of oxygen. This will also help you to feel physically relaxed. It is stressful to make a call knowing that the person probably does not want to hear from you right this minute! If you sit with a hunched over posture then you compress your breathing and hold the stress. So stand up, get your shoulders back, make one deep slow inhale and exhale, and dial the number with a smile on your face.

3. You can stare into the distance! If you sit in a chair and stare at your PC screen, or down at papers on your desk, then you have stayed in your own little mental bubble. Instead, you should stand up and stare out of the window at the sky or at a tree. You want your gaze to move outside of your immediate world so that mentally you are more capable of imagining them in their world. Do they sound like they are in the car?, at home watching TV?, at work? What can you hear in their voice, and what can you imagine that you are seeing through their eyes? This technique will help you to understand what is going through their mind so you can react appropriately.

4. You can listen ‘harder‘! If you are standing up, staring at a neutral scene like the sky or even the car park, and breathing completely, then you can focus all of your attention on what you are hearing. Your brain is not distracted by trying to breath, or wiggling in the chair, or fiddling with a pen, or avoiding a sneak peek at that incoming email… without all of those distractions, you can give complete attention to listening. And the recipe for success in a phone call is to listen.

5. You are confident! When you are standing in that familiar position, with the imaginary customer standing in front of you, and with a smile on your face as you listen intently, then you are ready for all of the twists and turns of the conversation. You will be flexible in your response. By contrast, when you are sitting hunched over, and looking at the long list of other people that you need to call, or called without success, then you are setting yourself up for disappointment. The resignation will come over in your voice.. So stand up, smile, and be ready!

6. You can move! Think about how you behave when you are talking to someone in the lobby of the Hotel, or when you greet them at the High Limit room. You open your hands to welcome them, and you move your hands to emphasize your points. Get yourself a quality headset and free up your hands. Yes, even pace. But avoid the temptation to wander around the room and be distracted by other objects. Keep your gaze out of the window and keep your mind with them.

When we meet people, we get 98% of our information from what we see about them, and 2% from what they say. But with the phone, your guest cannot see you so they form an immediate impression from the tone of your voice and not from your actual words. When you are standing up, and able to breath, your voice will convey more energy and confidence.

So! Stand up, put your shoulders back, take a deep breath, think about someone who loves you unconditionally, smile, and make that call.

And when they pick up, stretch our your hand for the warm handshake and say a relaxed, confident greeting. Hi there! This is Jackie! Thanks for reading!

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You can read similar articles at playerdevelopment.casino and sign up to receive them.

Related Topics

8 Tips for Cold Calling – These are some more ideas on how to prepare and execute your sales calls.
7 Reasons to Make a Call – You want to stay in touch but you cannot keep calling just to say Hi. Here are some ‘excuses’ for making a call out of the blue.

Casino Host Culture, Uncategorized

6 Things to Look for in a Casino Host New Hire

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The truth is, it’s not an easy thing to quantify what you are looking for in a Casino Host, particularly if the candidate in question has never been a host before.  Read this summary, to see if you agree, and then and click to download the interview questions.

A People Person

When you interview any host candidate, the thing you are looking for is a natural tendency to be a “people person.”

Ask questions about specific customers the candidate remembers and why.  This sort of question works whether you are interviewing someone who has been a host before or not, even if the background of your candidate doesn’t include customer service.  Recent college graduates should have some sort of work experience (summer jobs, internships) where they had to provide a product or service to someone.  That is what you need to tap into to determine whether they are truly attuned to people as individuals.  If they are not, keep looking!

A Positive Attitude

Taking any new job can make someone anxious.  Taking a new job where one is responsible for the needs and wants of a casino’s very best players is daunting even on a good day.  An angry high roller is of critical importance and a host using a negative approach is likely to fuel the fire; then nobody wins. Devise some interview questions specifically geared to identify whether the prospective host is one who sees things in a positive light most of the time.  Ask about a difficult situation with a co-worker or customer and how it was resolved.  Whether the candidate solved the problem on his or her own or if it needed to be escalated, how he or she tells the story will give you some insights into a “glass half-full” mentality (or not).  If the glass isn’t at least half full, this candidate isn’t the one you want.

A Willingness to Learn

This attribute extends beyond the ability to learn how your property expects hosts to handle the company’s assets.  Willingness to learn includes gleaning and utilizing information about individual players and their preferences, how to handle conflict on behalf of a guest, navigating computer systems and how they are integrated, plus a myriad of other intricate details necessary to manage such a dynamic marketing role.  Ask about subjects the candidate enjoyed in school and why; inquire as to training programs the individual has experienced and what he took away from them.  Also, assess computer literacy during the interview; a host in this day and age who isn’t comfortable tackling a new interface is assuredly going to be at a disadvantage.

A Go-Getter

Some of the most charismatic hosts have a fatal flaw: they require external motivation. These hosts are great with guests, they can talk with people from all walks of life, and they are fierce advocates for their players when the need arises.  All great attributes for a host, right?  Right!

Interestingly, not all hosts are great at tracking and reporting on their own activity, providing justification for questionable comp decisions, following up on guest phone calls or other correspondence, or completing guest-related tasks such as reservations and confirmation contacts.  It only gets done on deadline through much pulling of hair and rending of garments…and that’s due to you hassling them repeatedly to get it done on time.

You want someone who can engage and follow through.  Ask about how the interviewee handles follow-ups, requesting long-term assignment examples for recent grads and specific work examples from non-host candidates.

Sales Ability!

We have moved way beyond the host being in charge of Happiness. All of your team should be able to sell. It’s not just about the Player Development Executive bringing in new high-rollers. Every casino host must be able to sell your property, your F&B, your hotel, your Events and more. So even if you don’t expect a Junior Host to bring in new players, you expect them to be able to sell excitement to the guest. Explore their natural ability to convey enthusiasm and probe for related experience in selling just about anything. Of course an experienced host should be able to give you some idea how many room nights or tournament seats she is able to fill in a telemarketing session.

A Sense for Confidentiality

Some of the best hosts I know have a different critical weakness: they share too much.  Whether it’s personal information about themselves or dissatisfaction with something in their professional life, a host who burdens a guest with unnecessary information is not one you want.  Just as one shouldn’t tell a guest “that’s our policy,” one should also never say, “I can’t believe they won’t let me give you…”

To screen for this, ask the candidate about a time she experienced a disappointment due to a policy or guideline in her past and how she handled it.  Another, less subtle, way to find out about the candidate’s tendency is to ask about a situation where rumors and over-sharing had an effect on her  customer service or job performance.

A Passion for Life

Most importantly, a good casino host is likely to become a person for whom Player Development will become a way of life.

To find that attribute in a candidate, and determine whether or not the passion in his life might grow into a love of Player Development and casino marketing, ask the tired old question about what he dis/liked about a past job or activity, but add a twist.  Ask what she thinks would have made her like it more.  Ask her what she would’ve changed if she were in charge.  Find out why the role was or wasn’t a good fit and why.

Ask questions about what the candidate does when he or she isn’t working, too. You cannot become overly personal here, but look for the thing that makes the candidate’s eyes light up.  If it’s something related to being a good casino host, then you’ve got a good one.  If you can’t find the thing that makes his eyes light up, maybe you want to keep interviewing.

And click to download the interview questions.  You can download them in MSWord and change them to meet your needs.

Are you reading this because you are applying to be a Casino Host? Then click here for more helpful information on how to Become a Host

 

Managing PD

The Importance of Pace

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It is important to provide a daily Pace report for each goal, so the Hosts can monitor their performance and adjust their tactics before it is too late.

To create a Pace report, we figure out three things:

(1) What is the percentage of the Goal? If the coded players for this Host have made 2,505 trips and the goal is 5,010 trips, then the Host is at 2505/5010 = 50%.

(2) What is the percentage of the quarter? If we are in Q2 then there are a total of 91 days from April 1st through June 30th. If yesterday was April 16th, the 16th day of Q2, then we are at 16/91 = 18% of the quarter.

(3) Finally, we compare the two percentages to determine if the Host is Ahead, On Goal, or Behind. If the Host already has 50% of their trips and we are only at 18% of the quarter, then the Host is most definitely Ahead! Congratulations!

Here is an example of a Pace report for Beth, a Player Development Executive, for the first day of the second quarter. Even though we have only data for the first day of the quarter, we can tell Beth that she has started well, and she is Ahead of her goal.

You must drive 5,010 trips for the Quarter.
As of 4/1, you have generated 100 trips which is 2% of your goal. We are at 1% of the Quarter and so you are Ahead.

We have compared the percentage of the quarter (1/91 = 1%) with the percentage of the goal (100/5010 = 2%). After the first day, 1% of the quarter has passed by, but Beth has generated 2% of the necessary trips, so she is Ahead.

Here is an example of a Pace report for Beth after the 15th day of the quarter.

You must drive 5,010 trips for the Quarter. As of 4/15, you have generated 701 trips which is 14% of your goal. We are at 16% of the Quarter and so you are Behind.

Unfortunately, Beth has now fallen behind, but because we are only 15 days into the quarter, she has an early warning and has time to catch up.

Share this article with your Database Marketing team or vendor! No more waiting until the end of the Quarter to see where you stand.

Management Pace Reporting

In the same vein, the manager of the PD team needs a weekly Pace report for all Hosts, so they can schedule a coaching session and find out why the Host is falling behind.

Beth      Ahead    19%
Kenny     On Goal  16%
Kim       Behind   8%
Colleen   Behind   6%
Paul      Behind   5%
 
After reading this weekly Pace report, the manager of Player Development can meet with Kim, Colleen and Paul to find out why they are falling behind and dragging down the team.

The Strategic Manager pays close attention and ensures each Host stays Ahead or On Goal from the very beginning. Otherwise it becomes too difficult to achieve the goals, and some members of the Host Team will give up and wait for the new Quarter to start over.

 

Click here to read more Management Articles.

***

Available at Amazon. $21

Read this book, Casino Host Goals, and you will have a road-map for success as you create or improve your Player Development program, in the context of your Casino Marketing strategy. It belongs on the shelf of any Executive in Casino Management who wants to drive revenue from a strategic approach to PD. Just $21 from Amazon.

Casino Host Culture, Casino Host Evaluation

Why do casinos need player development?

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I’ll bet your property sends out a lot of mail. Tons of it.  Right? I remember when I was on the seed list at my last property, and it seemed like I got a LOT of mail…and that was just the stuff from my own property!  The mailers I got from checking out the competition weren’t as numerous, since I wasn’t a high roller, but I got a pretty fair number of those, too.

There is a lot of e-mail communication, too. I get something at least once a month, even from properties I haven’t visited in some time. So I know casinos are reaching out and doing database marketing; in fact, I believe casinos do this better than many other businesses today. There’s certainly room for improvement, particularly in terms of “if this, then that” marketing, but that’s another blog post…

Casinos do a lot of things to bring players through their doors.  They post giant luxury cars onto multiple billboards, radio ads let patrons know who is going to be in the showroom soon (and more billboards sport the same message), postcards alert tier card holders there’s a continuity gift program for the upcoming holiday, and reservations agents are scheduled overtime to book the hotel once the coupons arrive in mailboxes market-wide. There’s clearly a lot going on to provide incentives for players to visit a particular casino.

Events are held, show tickets are handed out, food is served, prizes are awarded, and guests show up. So, why do casinos need player development?

Casinos need a true-to-life player development department because it can generate revenue the programs and activities above don’t get for them.  Sure, a player who has had a “pretty alright” experience at your property in the past may come in if you dangle the right prize or giveaway or food coupons at them. But to get the right ones to come in more often, there’s nothing like the personal touch.

A host can make it easier and more inviting for a player to return to a particular property than any other service you can offer.  A host can simply provide the final push a patron needs to commit to the trip your coupons got them to consider.  A host can find out whether a particular guest enjoys tournaments and invite them. A host can let them know when it looks like their favorite progressive is about to hit. A host can get them to share the tale of their bad experience and convince them to give your property another chance to get it right.

There are any number of ways to get a player to come to your casino for a visit, but there is nothing quite as effective as a casino host when it comes to bringing back players or potential worth.  These players expect more than coupons and promotions as a “reward” for their patronage.  Many of them know they are worth a lot to you and expect to be treated as such. Targeting new players who aren’t yet loyal, finding players who are at risk of defection, and reaching out to those you have already lost are cost-effective ways to boost revenue, and there’s no one better than a host to bring them back to you. A well-trained and equipped host team can drive revenue that will have a significant effect on your property’s bottom line.

If you aren’t sure where to start, or if your team needs additional tools or resources, find a PD partner who can show you how to refocus your host team and target the right potential players in your database.  You’ll be pleased with the results.

 

This post is brought to you by Harvest Trends. We specialize in Player Development (PD). Please take a look at PowerHost, a comprehensive way to drive revenue from your team of Casino Hosts and Player Development Executives. Or contact Paul Cutler at 561.860.2621 or pcutler@harvesttrends.com.  Paul will overnight you an informative package along with pricing.

Uncategorized

Are your hosts really hosts?

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Are they?  Really?  One of our most popular blog posts is “6 Tasks You Shouldn’t Find in a Casino Host Job Description.”  It is popular because hosts being hosts doesn’t happen as often as you’d think.  How do I know?  I’ve lived it.

When I got my first casino job, as a host, I was often very busy, but not driving revenue for the property.  That wasn’t the role of a host in those days (in many regional markets, anyway).  I was what my boss at the time called “Mr. Mikey,” meaning I drew names and announced promotional winners as often as every hour some days.  I handed out paper drawing entries.  I worked at the Plateau Players Club.  I ran slot tournaments and paid the winners.  I ferried comp slips around and I chatted with people at slot machines.  I didn’t do a lot to drive revenue in the sense you think of today.

Years later, when I became responsible for a host team of my own, the scope of their responsibilities began to shift to what you expect is the norm.  Instead of sitting at a table handling Blackjack tournament registrations, the hosts were being asked to drive  revenue in conjunction with the marketing machine, utilizing the personal touch.  It was difficult to prioritize the activities of the team to enable them to be successful in this new role without finding a way to shift some responsibilities elsewhere.  Ultimately, it took two additional people to do the promotions and events tasks that the hosts had been handling, but the revenue the team drove more than made up for the extra labor cost.

Interestingly, balancing a host’s priorities is a more common challenge in 2014 than you might expect.   Today, there are hosts who sit at a desk and return “Why didn’t I get coupons?” calls or enter hotel reservations into the computer system.  Hosts give away cars and do jackpot announcements.  Hosts get called to resolve service issues for players who aren’t likely to ever be hosted.  They “pit clerk” so they can make an informed comp decision.  But they’re not driving revenue.  Not like they should. Your hosts should have a fairly narrow focus.

Even if there are extraneous tasks that the property really needs them to handle, anything that keeps the hosts from connecting with (and driving more play from) your best players should be kept to a minimum.  If you are short-staffed at the Players Club, talk to your counterparts about cross-training some of their part-timers as back-up club reps instead of using a host.   If you don’t have a dedicated promotions team, rotate marketing staff to minimize the impact of drawings and giveaways when it’s likely to be prime casino floor hunting time. If those aren’t viable options, talk to HR for help with a long-term solution instead of relying on the hosts to do tasks that really don’t help them achieve their revenue-driving potential.

Long story short, the hosts ought to be spending the vast majority of their time focused on communicating with and driving visits from your best players.  Identify the players, whether at risk, new with potential, or recently lost. Produce a snapshot of their worth, then show your boss the number.  Let him know how much higher that number can be if the hosts can be protected from distractions.  Work together with your boss and team leaders in other operational departments to establish some boundaries to enable the hosts to focus on their work.  Set the goals, monitor them relentlessly, keep the team on track, and move the needle.

More than ever, your Player Development team can have an impact on your property’s bottom line.  It’s not necessary to increase your reinvestment (in many cases) to retain most of your very best players.  It is, however, necessary to differentiate yourself from your competitors in some way to give you the edge when your guests are deciding where to wind down next time they want to play.  It’s Player Development’s role to provide your best guests with a resource to clear the way to an enjoyable and rewarding casino experience.  Doing this well with as many of your best players as possible is beneficial to the bottom line.

Your hosts need to be free to provide their personalized service to as many of your players of highest worth as possible.  In order to make it happen, you have to get everyone on board with the notion that they are hosts.  They’re not Managers on Duty, not Customer Service ambassadors, not promotion attendants or pit clerks.  Hosts.  On the floor.  On the phone.   Driving revenue.

Then they can move the needle.

 

This post is brought to you by Harvest Trends. We specialize in Player Development (PD). Please take a look at PowerHost, a comprehensive way to drive revenue from your team of Casino Hosts and Player Development Executives. Or contact Paul Cutler at 561.860.2621 or pcutler@harvesttrends.com.  Paul will overnight you an informative package along with pricing.

Casino Host Culture, Casino Host Evaluation

What do I do about the underperforming hosts on my team?

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When looking at your host team’s performance, no matter how often, you are looking at the same kinds of things, such as theo generated, player recency, frequency, incline or decline of play, reinvestment, exceptional comps, profitability, contacts, and events support. Hopefully you and your team can see these numbers on a regular basis so you always know how you’re doing. (You can certainly use monthly numbers to tell how well your team and the individuals on it are performing. More often is better.)

Often, the results are sort of a mixed bag. Some are ahead of pace for theoretical, but behind in reactivation or acquisition goals. Others are bringing people in, but those folks aren’t playing as expected, so the host is behind in generation of theoretical revenue. This can even happen while the property itself is performing well, depending in large part on the level of the host’s efforts.

So what can you do about it? First, check your program for opportunities to underperform. Most important of all, please give your hosts measurable goals. (It doesn’t have to be complicated, though it certainly can be.) Start with contact goals: make XX phone calls, mail XX letters, speak on the gaming floor with XX players every week. This single objective set means your expectations have been outlined and can be measured, so your hosts will know what you have assigned to them to do each day. You can, of course, give each host or the team a theoretical revenue target to reach, and/or you can set achievement numbers around separate functions such as new player acquisition, list growth, maintenance and reactivation. Setting measurable and achievable goals sends a message to the hosts to tell them how to be successful in their jobs. (This works best if you’ve aligned your team’s targets with the overall trajectory of your property’s marketing programs.)

Once you’ve set and communicated goals to the hosts, you have to measure the results in order to provide them feedback for improvement. Document everything. Have them sign the goals when they are communicated, and regularly share results in team or one-on-one meetings. Schedule these sharing sessions for two days after you receive results, whenever that is. This keeps you accountable. In the meetings, provide suggestions for ways to build relationships and follow up on opportunities, ensure they understand the guidelines and tools provided to them, and hold them accountable for their performance. This includes both praise for pacing well, achieving goals, and exceeding expectations as well as proper coaching and discipline in accordance with your property’s rules when they don’t do as well as they should.sittogether

If you’ve looked at your program and found other opportunities for your hosts to underperform, make a list and determine how you will turn things around. Do you have hosts who love to hug the usual suspects but don’t make a lot of phone calls? Communicate a specific number of hours each shift you expect them to actively make outgoing phone calls, then hold them to it. Are there hosts who spend all day on the phone but never hit the gaming floor and talk with patrons? Set a specific number of interactions to be reported to you along with the location on the gaming floor where they spoke with that guest. Do you have someone who seems as though his or heart just isn’t in it anymore? Have a frank conversation about why they have this job and come up with a plan to help them re-engage, or find a way for them to gracefully move on to greener pastures. Alternatively, you could even follow up with guests to verify that they are talking with and satisfied with their host.

Do all of you have all the tools you need to set, measure, communicate, and target goals? If not, resources are available in many forms. A number of technology partners can slice and dice the data for you and help you find the opportunities already in your database. (This is true of the entire database, not just those patrons whose play warrants a host’s attention, by the way.) Use a CRM to provide continuity of contacts, preferences and play history in an ever-changing world. Use analytics to target the right patrons, and you might even use your Casino Management System to code and track play from hosted payers. You’ll also need reporting to show how many contacts have been made, which players have been in, who redeemed what, and what that all means for your host team and your property. Mostly, you have to ensure a steady stream of information about what your hosts and their players are doing in order to keep things on track and make changes when they’re not.

What are some of the specific things you can do to help an underperforming host do a better job? The first thing to do is ensure understanding of the tasks and responsibilities of the role. Start on the same page and check in regularly to stay there. Then, once a week or more, make quick notes about the hosts’ performance. It only needs to be a couple of sentences, but note things like whether you saw her going over and above, if his milestones are consistently being reached or not, and add your thoughts on the numbers in the goal period to date. This is also a good place to compile tardiness, absences or extra work hours, patron feedback you’ve received, time management concerns, strengths or weaknesses (and how they’ve progressed or not), and other measurable data specific to that host’s performance. Then once a month, sit down with each host and share your thoughts on the work history you’ve now compiled over the course of the last few weeks. Doing this ensures you are looking at the data and providing the hosts with the necessary feedback, coaching and support they need to be more successful.

When you’ve done all this and the host just isn’t achieving all he should, it’s time to have another frank conversation about the host’s future. It’s critical, especially at this stage and in this situation, that you document everything. Have the host sign documentation related to your expectations, any special arrangements you have agreed upon, milestones and dates for follow-up, and all the steps that have been taken by both of you to rectify the situation to date. Then keep detailed notes along the way. If expectations aren’t being met after all this, it is probably time to make a change.

It’s never easy to let someone go, but when it opens the door for another person who really wants to do the job, it is likely to make the team stronger in the long run. The effects of having a coworker who isn’t pulling his weight can be devastating to your team. Resentment, rumors, and a general malaise can set in and undermine everything you need your host team to be: courteous to a fault, responsive, and cooperative. Hosts who are frustrated with a co-worker are stuck in what they see as a no-win situation. It’s tough to stay motivated and present a happy face to your guests when you’re feelings about work are uncharitable. Whatever the specific issue, the hosts who are performing will appreciate that you held an underperformer accountable and those who are on the fence will understand that you expect performance at a higher level.

Casino Host Culture

The Importance of Internal Relationships

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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.sidebyside

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.

Amy Hudson

Link in with me at https://www.linkedin.com/in/hudsonamy/

Casino Host Culture

Snail Mail 101 for Casino Hosts

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Many years ago, in a casino industry vastly different from the one we live in today, hosts usually didn’t send much snail mail to their players. Player tracking was relatively new, so the marketing department did the lion’s share of the work in sending out mailed player communications. Much like today’s core mail pieces, they were often newsletter-y and mostly advertised the upcoming mass promotions, plus they offered free buffets and room rates to known patrons of worth. Hosts mostly glandhanded players on the slot floor and high-fived the familiar faces in the pit. They wrote comps and issued tiered cards to the property’s favorite frequent visitors. Sign-ups were the order of the day: get cards into player’s hands.

Hosts sometimes mailed those tier cards, or made phone calls to support the direct mail campaign for an upcoming tournament, but very rarely did anyone but the “old school” crew take the time to hand write more than a greeting card or thank you note to a player. It wasn’t the priority; relationships were built face-to-face while folks were playing or at VIP events. Loyalty was a lot easier to come by in those olden days. There wasn’t another casino just across the state line or even several from which to choose in the nearest big city, so there wasn’t a real need to send a piece of mail to each and every player the host took care of.

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In the current landscape, where a casino could lose a patron to a competitor at almost any time, those relationships are more important than ever. Making patrons comfortable in your casino is certainly the responsibility of every person who works there, but casino hosts are tasked specifically with securing the patronage of those guests from whom the property has the most to gain. It can be both tedious and time-consuming, particularly for a host who is attempting to do it right. And doing it right means you communicate with your players in multiple ways, using their preferences as a guide.

Here are some pitfalls to avoid when sending out snail (or even e-) mail communications to your hosted players. Obviously hosts need to build positive relationships with these folks to provide them an incentive to return to your casino… so the relationship-building can continue in person while that player is enjoying a visit with you. Doing these things may harm your chances to have that face-to-face opportunity again.

  • Failing to proofread thoroughly can cause serious headaches. How do I know this? Once, an Executive Host was going to send out a letter to his patrons, and I quickly read over it, then approved its release after suggesting a couple of minor changes. I assumed that the host had verified the property’s toll-free reservations number…and long story short, he had not. A string of angry voice mails greeted me the following week, because the prefix (888, 866, 877) in the phone number was wrong and had led the callers to a charge-by-the-minute porn line.  Does anything more need to be said here? Double-check everything for accuracy.
  • Addressing the mail to “Dear Sir or Madam” or anything like it is insulting to your high-worth and high-potential players. Use mail merge to personalize each piece of mail. Also, be sure to correct misspellings of recipients’ names and FIX ALL CAPS before merging the file. If correspondence is coming from a player’s casino host, it ought to be more personal than mail addressed to “…or Current Occupant.”
  • One-size fits all letters are for the Direct Mail team to send out. If you are writing a letter to your entire coded player list, please use mail merge and/or variable fields to include information that is pertinent to the individual who will be reading the letter. Don’t send a summary of every single event going on in the next few weeks. Track preferences among your players and use that to determine which upcoming calendar items will be of interest to which players, and create several versions of the letter to address common interests.
  • Always relying on a printer means your patrons won’t ever receive a handwritten mailer from a host, and that is a mistake. Think about how you feel when you receive a greeting card from your grandmother or favorite aunt. When you see the cursive script on the address panel, you know someone took the time to choose a card and handwrite a message to you. Doesn’t it give you warm fuzzies? You can send the same warm fuzzies to a casino player by handwriting a letter, greeting card, or other note and dropping it into a mailbox. Take the time. The positive impression you’ll make is totally worth it.  
  • Never sending snail mail to your players is a failure as a host, in my opinion. To make the relationships you share with your customers feel more real, you need to communicate with them in a variety of ways, including sending appropriate snail mail. Do you have a player who has been sick? Send a greeting card. Are there players you haven’t seen in a while and you aren’t sure why? Write a letter specific to that issue and send it to the players to say you’ve missed them and invite them back. At the very least, you’ll get some calls and learn why those players haven’t visited recently. Even better, some of them will return because of your letter.

Long story short, hosts should send personalized snail mail communications to their players every once in a while. A host who is responsible for 300 players should send at least 30 pieces of mail each week, meaning they’ll send each patron at least one mailer per quarter and additional cards and letters as appropriate for birthdays, anniversaries, tier card upgrades, illness, new member introductions, or for reactivation purposes.  Broken down this way, a host only needs to generate half a dozen pieces of mail each shift, which should take no more than an hour. That hour (or less) will result in return visits, incoming guest calls, reservations, answers, and increased revenue.

Trust me or test it. That’s my challenge to you. See how much revenue a structured host mail program can generate. Tell us in the comments how it worked for you!

Casino Host Culture

A High Roller Told Me

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What things do casinos do that make their high rollers crazy?

I had the opportunity recently to become re-acquainted with a gentleman I’d met some months ago. His wife is my friend’s sister, and my friend kept telling me that her brother-in-law and I needed to have a chat about his casino experiences so that I could gain a deeper insight into the player’s mind. As a Casino Player Development pro, this was an opportunity I couldn’t pass up.

This gentleman is the sort of blackjack player most any casino would be happy to have. He’s worth millions in gaming revenue each year, and he is fully aware of the fact that the odds are in the house’s favor. He’s a methodical player who is willing to play a higher minimum per hand in order to keep less experienced players off his table. Let’s put it this way: if he loses, it might mean that table games hits their number for the day, but if he wins it won’t tank the day’s drop. He is looking for the gambling plus a high roller experience that he can share with people who are important to him. If the value is there, he doesn’t so much mind leaving some of his hard-earned dollars behind at the end of his visit.

We sat down in his suite at a Mississippi Gulf Coast casino last week, and after I’d given him a quick breakdown of my experience and my current role, I asked him what casinos do that makes him crazy. This man delighted me by answering that question and then following up with examples of things they do right. I was delighted because many of the things he says are done right are all foundational concepts in casino player development. Basically, this high roller confirmed what I believed to be true about how a strong PD team can contribute to a property’s bottom line.

Since this was where we started the conversation, it’s where I’ll start:

What’s Wrong?

  • Casinos send offers in the mail that aren’t remotely of interest to the player. This player only plays blackjack, but more than one casino sends him slot free play every month. He’s not a tournament player, but his ADT is high enough that he receives multiple invitations to blackjack tournaments. He’d love it if you’d send him something that is meaningful to him instead, and he knows the information necessary to make that happen is in your system somewhere, if you’d only leverage it.
  • Rewards programs veiled in smoke and mirrors. As a player who keeps track of his spend, this gentleman already has a good idea what he’s worth to the casino, and he expects that his rewards will be in alignment with his worth.  It should be easy to tell a patron how many points he needs to earn to advance to a higher tier, whether or not he can receive a comp based on his play, and what his average bet and time played are in the system. If it’s too complicated for your employees to explain, it’s probably too complicated.
  • Being made to haggle over comps. To his point, this guest understands how the system works. He told me about an experience at another South Mississippi casino where he had to make a case for getting a pack of cigarettes comped. He was frustrated by this because he’d just dropped roughly $15,000 at a single blackjack table in a few hours and felt like he was being made to beg for a comp he had surely earned. FYI: He doesn’t go to that casino any more.
  • Employees who don’t have access to pertinent player information. When this guy asks for anything, he anticipates that he has earned it and that his request will be granted. He expects that when a host approaches him, that host will know who he is, how much he’s played, and what rewards are available to him because of that information. He even suggested that hosts should have a smartphone app which would enable them to quickly access such information wherever they are in order to provide the best possible personalized service.
  • Casinos who forget who pays their bills. The casino this patron frequents near his home has recently made some changes that make him feel as though his long-term (and significant) patronage is no longer appreciated. He went from having an executive host who anticipated his needs to having a junior host who will have to call him back when he wants a room or show tickets. Remember, this patron is worth literally millions in gaming spend. But this property is apparently trying to attract even bigger players, and in the process is likely to lose many like this man, who would help to balance the scales when a bigger player wins.
  • Failing to get the details right. When I talked with this player, we were sitting at the dining room table in his suite, smoking cigarettes while we talked. He was staying in a non-smoking suite despite the fact that he’s a smoker…whose cigaretters are sometimes comped by the property. While the casino hotel operator in me cringed, I thought, if you know he’s a smoker and you put him in a non-smoking suite, shouldn’t you expect him to smoke in it?
  • Sharing the high roller experience with players of opportunity. He related a story from his “home” casino where he headed to the pool only to find it closed for a private party being held for a lower card tier than his. It was exclusive to those patrons who had that level of player’s card. He thought this was a good idea, because he saw the promise of aspirational play from those patrons who attended the party. He wasn’t even annoyed that he couldn’t use the pool because he understood the business reasons for having the party.
  • Hosts who understand and anticipate his needs. His wife isn’t a gambler, but she is definitely interested in the pool, the spa, some of the shows, and the restaurants at the casinos they visit. His host here on the Mississippi Gulf Coast does a pretty good job of keeping track of the things this player will want during a weeklong trip, and she even goes so far as to alert associates in other departments when he (or his wife) is going to be utilizing their services. The special personal touches this property provides mean this player will return again and introduce people in his life to the benefits his play earns. He may take 4 extra people to the steakhouse or ask to exceed the usual number of cabana guests, but his play warrants that and his host doesn’t make him ask: she offers what she knows he will want.
  • Protecting the player’s benefits from unauthorized use. On the flip side of the coin, the casino in question always asks for ID or a room key before anyone redeems or room charges anything. His wife kept her maiden name, so she is sometimes asked to provide identification to ensure that she is who she says she is. While I was with them, the service was exceptional and included accommodation when she didn’t have her driver’s license readily available. She told me about her first visit to the spa where a new employee didn’t recognize her. After a quick call to the player’s host to verify his wife’s bona fides, her request was handled efficiently and professionally, and she appreciated the extra effort required to ensure that her husband’s (and, by extension, her) benefits were being protected.

All in all, I’d say the casino where I talked with this patron gets about an 8.5 out of 10 for their handling of this high roller and his expectations. He agreed that they get it right more often than many of the other casinos he’s visited. That tendency to get it right more often than not has earned that property this high roller’s loyalty and repeat business.

Amy Hudson

Link in with me at https://www.linkedin.com/in/hudsonamy/