Casino Host Training Manual
The purpose of this manual is to guide new and experienced casino hosts through important decisions that affect their daily job.
“Being explained what to say in situations while you have a guest live. I learned so many tips on what to say and what not to say when attempting to drive business. Gaining confidence. It was a great experience. Nick really makes you feel comfortable while teaching everything he can to improve your selling techniques.” – Casino Host, Mystic Lake Casino
Casino Host Training:
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- Host/Hostess Training Manual Wurst Haus German Deli & Restaurant 9 8/25/2006 Seating/Seating Rotation At the beginning of each shift, you will receive a floor plan with designated stations for the servers. Remember, seat two-tops with parties of two, before.
Casino Players are looking to be interacted with. Inspired. Encouraged. Challenged and Heard. Meeting, interacting, and managing a casino guest and building relationships is vital to sustaining and growing your market, promoting brand loyalty. Maintaining current player account information to ensure database integrity and creating incremental revenue. Knowing a casino gaming guest gaming propensity is crucial in knowing your player. Your players gaming budget, gaming history, loyalty, and a trained casino host team will be made up of individuals who excel in building relationships. They will be acute on human interaction and the opportunity it affords them to better position themselves to increase business. It’s not about, “my players love me”
- Incentive Program
- Standard Operating Procedures
- Floor Responsibilities
- Table Games Protocol
- Host Department Structure
- Commission
- Comping
CASINO FLOOR VISIBILITY
- Topics include: Delivering the VIP experience
- Table & Slot Opportunities and Protocols
- Players Club Interaction
- Responding to Calls
- Comp Decisions
- Acquisition of New Players
- Cutting into New Players
- Obtaining Contact Information
- Interdepartmental Skills
- Qualifying Guests, Casino Sales Tactics
- Maintaining Database
- and all aspects of Casino Player Development
Casino Host Boot Camp:
I spend a certain amount of days on the casino floor observing hosts behavior and floor opportunities. I discuss my results with casino management and my plan of action for the following days. Once approved I spend time on the casino floor shadowing the casino hosts through their everyday duties. We know a trained casino host team will be skilled at anticipating your casino guest’s wants and needs during high visibility times on the casino floor. A trained casino host team will understand the importance and opportunity in accepting phone calls, walk-ups to the Rewards Center, and casino table games pit and floor calls. Not only in providing service for all guests in the casino but understanding the importance and opportunity to qualify all guests. They are responsible for all player segments: Active, Inactive, Declining, fostering lower level players, and any Outer Market. A trained casino host team is thorough and detailed in preparations made for VIP guests and follow ups. They understand that every guest interaction and request is an opportunity to create retention. Players are looking to be interacted with. Inspired, encouraged, challenged and Heard. Casino host boot camp covers all aspects of player development and casino host training. It instills casino hosts with the core values of casino player development.
The 5 E’s Of Customer Service developed by nick ippolito
These are the five values I use to instill customer service techniques to employees. They each encompass a variety of skills, tricks, philosophies and beliefs that employees can use during their work shift when dealing with external and internal customers.
Casino Host Pay
I awaken employees how to separate their SKILLS from their JOB. It is essential to separate the two in order to be successful in their customer service careers. I ingrain into their work “DNA” that Customer Service is Psychology over Policy. Casinos use me to teach non-gaming employees the vital importance of understanding and dealing with the Gambler’s psychology. The most important aspect I teach is that Employees MUST understand that they are each other’s Customers, first & foremost. If It Doesn’t Happen Internally It Won’t Happen Externally.
deliverables:
- Psychology over Policy
- Protect the Customer Experience
- Analyzing the Mission Statements
- Approach every situation with Empathy
Casino Host Training Manual Download
I give them an arsenal of power packed tools to successfully deliver extraordinary customer service to each and every guest:
- Being Knowledgeable
- Anticipate Questions & Problems
- Add Empathy to Every Situation
- Communicate Your Role in the Most Believable Manner
- Having Customer Perspective
- Employee Empowerment
- Adding value and integrity to every interaction
- Be Interested not Interesting
- Avoid One Word Responses
- Anticipate Customers’ needs
- Service Recovery
- And so much more