Ellis Communications, Inc.

Casino Employees Must Understand What
Guest Service Is in Order to Deliver It

            Understanding what guest service is – that’s an important part of knowing how to provide it.

            The following guest service tip is provided by Robinson & Associates, Inc., a guest service consulting firm to the gaming industry.

 “To provide outstanding guest service, an employee must understand what it is.  It’s the manager’s responsibility to define good service for employees and then set realistic and achievable guest service goals.  Once employees understand precisely what is expected of them, they can provide service that will keep guests coming back again and again.  What casino wouldn’t want that?”

Robinson & Associates is a Boise, Idaho-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 gaming industry.  The company may be reached by phone at 480-991-6420, by e-mail at mbaird@casinocustomerservice.com or via its Web site at www.casinocustomerservice.com.  Robinson & Associates is a member of the Casino Management Association and an associate member of the National Indian Gaming Association.