Casino Host Best Practices

The casino host reports directly to the marketing managers in most casinos. The casino host is the member of management that has the most contact with players and patrons. 2 The job of a casino host can be very competitive as they are seeking the repeat patronage of players, a common goal that is shared both among other hosts within the. Answer 1 of 25: When a casino host arranges to comp your room, room service and arrange a limo is it standard practice to tip him/her? Las Vegas Tourism Las Vegas Hotels Las Vegas Bed and Breakfast Las Vegas Vacation Rentals Las Vegas Vacation Packages. Cover Your Backside! Document, document, document! No matter how you do it, either by using notes or remarks in your CMS or CRM, or going old school and using a notebook, post-it notes, print screens or a dry erase board, you must make sure that you keep track of all pertinent information concerning guest interactions, current or completed projects, etc., because you just never know when.

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Adhering to casino best practices can go a long way toward creating a customer service culture at your property. There are a lot of casino best practices to choose from, but here are a few important ones that will give you a place to start.

Let’s begin at the top – literally. This casino best practice is absolutely, positively critical to achieving great service. Stellar service won’t happen without it. A commitment to outstanding guest service must start at the top with senior management. When employees are expected to go through service training, the lessons are much easier to learn when executives also take the training to demonstrate their commitment. Senior management also must demonstrate its commitment by chipping in and providing quality guest service as they move around the property. They are employees, too, and guests look to them for assistance. When employees see the GM smiling, greeting guests, helping them with questions and cleaning up, they know guest service is a permanent culture at the property, not a passing fad.

Here’s a huge casino best practice. Win guests’ hearts in a big way and turn them into advocates for your property. Guest advocates love their experience at a particular casino so much, they become unpaid marketers for the property. Guest advocates risk their own personal reputation by endorsing their favorite casino. They recommend the casino to friends, associates and relatives. Guest advocates return to play again and again. And when they are at the casino, they stay and play longer than other guests. By spreading positive word-of-mouth advertising about a casino, they encourage others to give the casino a try and that can generate new business.

Casino best practices also must address how employees are treated. If casinos want their guests to have an enjoyable experience at their property, they should also look inward to make that happen. They need to be sure their employees are enjoying themselves as well by rolling out an incentive program that rewards employees for providing outstanding customer service. This, in turn, can make guests so pleased with their gaming experience that they become potential advocates for that casino. Guests are more likely to have fun if the casino’s employees also are having fun.

Marty Baird

BUSINESS INQUIRIES FOR ROBINSON & ASSOCIATES, INC.:
Lydia Baird
lbaird@raresults.com
208-991-2037

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Casino Host Pay

A casino host is employed by a casino to deliver services to gamblers to help ensure that they become loyal patrons.

Nature of the work[edit]

A casino host will usually try their best to please patrons of their casino and will do their best to fulfill any reasonable requests their clients might have. The casino host has the power to issue complimentary services (or 'comps') to players. Comps can range from complimentary meals, beverages, and show (concert or theater) tickets right up to full accommodation in a hotel casino. A casino host will develop a relationship with every level of gambler, from first-timers playing quarter slots to high-profile multimillion-dollar gamblers (a high roller).

Comps issued by hosts vary greatly and can be anything from a free buffet coupon, overnight hotel accommodation and upgrade, or entertainment tickets, to luxurious villas and private charter flights to the casino. The level and issuance of these comps by the host is done using mathematical formulas that calculate a player's theoretical loss (also known as 'ADT' for average daily theoretical, or 'theo'), based on wager size, session length, and the house edge of the game. Based on this formula, the host will be authorized to re-invest a percentage of the house's theoretical win back into the player by issuing freebies with the aim of building a loyal relationship with the player.^[1]

Position in a casino[edit]

The casino host reports directly to the marketing managers in most casinos. The casino host is the member of management that has the most contact with players and patrons.^[2] The job of a casino host can be very competitive as they are seeking the repeat patronage of players, a common goal that is shared both among other hosts within the casino as well as with those at competing casinos.

In arts, entertainment, and media[edit]