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Casino Guest Service and Hospitality

17 May 2004

Casino Guest Service and Hospitality GoHand in Hand; Guests Will Remember the Fun in A PositiveWayCasino Guest Service and Hospitality Go Hand in Hand; GuestsWill Remember the Fun in A Positive WayCasinos are in the hospitality business and those with goodguest service know how to make a visit to their propertyfun. May 17, 2004 -- Casinos are in the hospitality businessand those with good guest service know how to make a visit to theirproperty fun.

Most people go to casinos to be entertained and have a good time,says Martin R. Baird, president of Annapolis, Md.-based Robinson& Associates, Inc., a guest service consulting firm for thegaming industry. Casinos must understand that this means they needto provide hospitality. When they do, guests will remember it in apositive way.

Bairds new book, Gaming Guest Service from A to Z uses the alphabetto explore these words and many others to help gaming executives,managers and employees understand how critically importantoutstanding guest service is and how to provide it. The book hasall the letters of the alphabet and each letter has a series ofwords that give insight on how to provide great guestservice.

The following are helpful tips excerpted from the books section onthe letter H.

Hospitality. Youre in the business of helping guests have a funexperience. Whether youre helping them find a restaurant, therestroom or that lucky machine, that is providing goodhospitality.

Happy. Happy is such a simple word. We all want to be happy andguests are no different. Sometimes you have to go above and beyondto make them happy, but thats not necessarily difficult. Sometimesabove and beyond is simply remembering a guest likes to olives intheir drink or that they prefer a specific game.

Hospitable. You want your guests to be aware that you arehospitable and that you have done everything in your power to helpthem have a wonderful gaming experience.

Helpful. Guests want someone to make their stay better and easier.Helping them with their bags or opening the door are just two ofmany small details that are part of being helpful. Because of you,guests have an exceptional experience and that should make you feelgood.

Owned by Lydia and Martin Baird, Robinson & Associates, Inc.,is a guest service consulting firm that provides specialty guestservice training, management skills training, presentation skillstraining, team building programs and employee incentive andrecognition programs for the gaming industry.

The Bairds have a Web site, www.casinocustomerservice.com,thats devoted to helping casinos improve their guest service sothey can compete and increase revenues. Robinson & Associatesmay be reached by contacting Lydia at 480-991-6421 or at . Robinson & Associates is amember of the Casino Management Association and an associate memberof the National Indian Gaming Association.







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