The following service tip on attention is provided by Robinson & Associates, Inc., a guest service consulting firm to the gaming industry, and its Web site CasinoCustomerService.com.
Service Tip:
“Attention is something everyone wants. We all want it in different ways, but basically we want to be recognized. We want a certain level of attention. Giving the guest personal attention could mean just smiling and walking by because that’s what the guest prefers. It could mean using their name or remembering what they like to drink or how they like a sandwich. Providing that level of attention tells them you care about them and want them to come back.”
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 gaming 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.”
