• Subscribe
  • Magazines
  • About
  • Contact
  • Advertise
Friday 3 October 2025
  • zh-hant 中文
  • ja 日本語
  • en English
IAG
Advertisement
  • Newsfeed
  • Mag Articles
  • Video
  • Opinion
  • Tags
  • Regional
    • Africa
    • Australia
    • Cambodia
    • China
    • CNMI
    • Europe
    • Hong Kong
    • India
    • Japan
    • Laos
    • Latin America
    • Malaysia
    • Macau
    • Nepal
    • New Zealand
    • North America
    • North Korea
    • Philippines
    • Russia
    • Singapore
    • South Korea
    • Sri Lanka
    • Thailand
    • UAE
    • Vietnam
  • Events
  • Contributors
  • SUBSCRIBE FREE
No Result
View All Result
IAG
  • Newsfeed
  • Mag Articles
  • Video
  • Opinion
  • Tags
  • Regional
    • Africa
    • Australia
    • Cambodia
    • China
    • CNMI
    • Europe
    • Hong Kong
    • India
    • Japan
    • Laos
    • Latin America
    • Malaysia
    • Macau
    • Nepal
    • New Zealand
    • North America
    • North Korea
    • Philippines
    • Russia
    • Singapore
    • South Korea
    • Sri Lanka
    • Thailand
    • UAE
    • Vietnam
  • Events
  • Contributors
  • SUBSCRIBE FREE
No Result
View All Result
IAG
No Result
View All Result

Bright Ideas

Newsdesk by Newsdesk
Tue 15 Sep 2009 at 16:00
2
SHARES
59
VIEWS
Print Friendly, PDF & Email

Create a refuge with great guest service

I believe casinos are losing one of their traditional roles in the entertainment industry—serving as a refuge from the troubles of the outside world.

A recent newspaper article stated that movie theater ticket sales are doing well. It noted that industry insiders say movies have long been a refuge for the masses during economic downturns. Then it had an interesting quote from Patrick Corcoran of the National Association of Theatre Owners in Washington, D.C.: “If times are tough, people still need to get out and get away.”

Yes, people do need to get away and they used to flock to casinos to do that. We all know that isn’t happening right now. So what can you do to make your casino a refuge again? I am convinced that the answer is as simple as getting back to the basics of good service. Quality service then leads to the ultimate goal—creating an outstanding gaming experience.

Heck, if movie theaters can get people to spend their money on what may or may not be a good movie, then casinos can get people to try gaming. There’s a 50-50 chance a moviegoer’s experience will be lousy. Either the movie was good or it wasn’t. But great service can give casino guests a good experience each and every time even though they lose some money. Give people that experience and they likely will come back to play again.

Casino employees need to start thinking about some rather vague words and phrases that relate to having a good experience and then find ways put them into action.

Take the word “great”, for example. Guests should have a great time at your casino. You want every person who walks out of your property to leave feeling great. If you do the right thing, if you help them in every way you can and treat them like a guest, chances are they will have a bounce in their step as they leave. Odds are they will already be upbeat the next time they come to play because they will anticipate a great experience.

The phrase “good time” is another example. Many people patronize casinos simply to have a good time and nothing more. Guests know in the back of their mind that the chances of winning are fairly slim. But they’re OK with that because they come to your property to have fun and escape for awhile.

“Unbelievable”—that’s the kind of experience your guests must have. They must be in awe of how much fun they had and how nice everyone was. When guests visit your property, they must have an unbelievable experience they can take home. That’s what they have to show for the time and money they spent at your casino.

What about the word “warmth”? Guests don’t want to walk into a place that feels sterile and cold. They want your casino to project warmth and personality and employees play a major role in making that happen. Their smiles and eye contact help guests feel warm and welcome.

This may sound a little corny, but if your guests had such a wonderful time at your property that they had to make up a word to describe their feelings, “yowza” would be ideal. If you can find a way to get people to actually exclaim “yowza!” because they had so much fun, well, you’ve done your job.

There are plenty of other words that describe the kind of gaming experience casinos need to deliver—exceptional, stupendous, marvelous. Sure, they’re vague, but all it takes is the right word to get casino employees thinking about ways they can make that word happen. I firmly believe casinos can reclaim their rightful place as a refuge for people in tough times. These days, people want and need to get out and get away. Give them a reason to come to your place.

By Martin R. Baird
Reprinted with permission from urbino.net

RelatedPosts

Bally’s Chairman Soo Kim talks after deal sealed to acquire Australia’s Star Entertainment

Bally’s Chairman Soo Kim talks after deal sealed to acquire Australia’s Star Entertainment

Wed 9 Apr 2025 at 06:16
China-owned contractor of Chow Tai Fook’s Baha Mar ordered to pay US$1.6 billion to original owner for “many acts of fraud”

New York appellate court dismisses China Construction America’s appeal in US$1.6 billion Baha Mar fraud case

Wed 9 Apr 2025 at 05:59
Trade union warns massively increased casino pokies tax in NSW will cost jobs

Pub baron Bruce Mathieson agrees additional AU$100 million Star investment, reduces Bally’s contribution to AU$200 million

Wed 9 Apr 2025 at 05:40
RWLV names former MGM executive Greg Shulman as EVP of International Marketing

RWLV names former MGM executive Greg Shulman as EVP of International Marketing

Wed 9 Apr 2025 at 05:35
Load More
Share1Share
Newsdesk

Newsdesk

The IAG Newsdesk team comprises some of the most experienced journalists in the Asian gaming industry. Offering a broad range of expertise, their decades of combined know-how spans multiple countries across a variety of topics.

Current Issue

Editorial – The real reason Philippines casino revenues are down

Editorial – The real reason Philippines casino revenues are down

by Ben Blaschke
Sun 30 Mar 2025 at 23:04

After enjoying a post-COVID surge in gaming revenues at its licensed casinos, the Philippines has hit a rocky patch. In...

Inside Thai IRs

Inside Thai IRs

by Andrew W Scott and Ben Blaschke
Sun 30 Mar 2025 at 22:59

No time to read this whole article? Here are the bullet points! With passage of Thailand’s Entertainment Complex Bill through...

Resorts World Las Vegas – Lighting up the north

Resorts World Las Vegas – Lighting up the north

by Andrew W Scott and Ben Blaschke
Sun 30 Mar 2025 at 22:52

Inside Asian Gaming recently visited Genting’s American icon Resorts World Las Vegas to take a closer look at a property...

A baccarat perspective

A baccarat perspective

by Ryan Hong-Wai Ho
Sun 30 Mar 2025 at 22:37

In the first of a two-part series, Ryan Ho explores how gaming innovations and market changes have shaped the prominence...

Evolution Asia
Aristocrat
GLI
Mindslot
Solaire
Hann
Tecnet
Nustar
Jumbo

Related Posts

Inside Thai IRs

Inside Thai IRs

by Andrew W Scott and Ben Blaschke
Sun 30 Mar 2025 at 22:59

No time to read this whole article? Here are the bullet points! With passage of Thailand’s Entertainment Complex Bill through parliament gathering pace as the nation looks to further boost its international tourism appeal, the prospect of a legalized casino...

Resorts World Las Vegas – Lighting up the north

Resorts World Las Vegas – Lighting up the north

by Andrew W Scott and Ben Blaschke
Sun 30 Mar 2025 at 22:52

Inside Asian Gaming recently visited Genting’s American icon Resorts World Las Vegas to take a closer look at a property that hasn’t yet lived up to the hype but which offers undoubted potential as a star of the North Las...

Baby steps

Baby steps

by Pierce Chan
Sat 29 Mar 2025 at 10:20

Despite receiving policy support from China’s central government, Hengqin is still struggling to fulfil its potential as a business hub and to fully integrate with neighboring Macau. IAG examines the key challenges and what must be done to ensure Hengqin...

Grand designs

Grand designs

by Ben Blaschke
Sat 29 Mar 2025 at 10:11

Clark’s Hann Casino Resort has unveiled to Inside Asian Gaming a new Canyon Casino concept that will become the main attraction when a major expansion of the existing casino space is completed in the next 12 months. Philippine integrated resort...



IAG

© 2005-2024
Inside Asian Gaming.
All rights reserved.

  • SUBSCRIBE FREE
  • NEWSFEED
  • MAG ARTICLES
  • VIDEO
  • OPINION
  • TAGS
  • REGIONAL
  • EVENTS
  • CONSULTING
  • CONTRIBUTORS
  • MAGAZINES
  • ABOUT
  • CONTACT
  • ADVERTISE

No Result
View All Result
  • Subscribe
  • Newsfeed
  • Mag Articles
  • Video
  • Opinion
  • Tags
  • Regional
  • Events
  • Contributors
  • Magazines
  • Advertise
  • Contact
  • About
  • Home for G2E Asia

© 2005-2024
Inside Asian Gaming.
All rights reserved.

  • English