Casino Host Techniques

When you’re looking at your player list trying to come up with ways to engage your patrons and get them to make a return trip soon, planning something with a broad appeal might seem like the way to go. But in reality, many players whose patronage warrants invitations to exclusive events are looking for a little special treatment. There’s not likely to be any single event you can do which will appeal to everyone you’d like to reactivate, for example. (Think of the invitees as the individuals they really are, and you’ll quickly see why.) This means that having a variety of event types in your repertoire is a good idea. Here are few to consider.

The Friendly Competition Team up with another host at your property and decide what sort of competition you want to have. Ham it up and go with armwrestling or a video game showdown; cheese it up with a craft-making competition or an online silly selfie contest; heck, you could even do a spelling bee. Involve the whole host team or even invite others. Feeling bold? Team up with players. Whatever you decide, make it something compelling to watch. Then set the stakes for the contest. You could have the “loser” host shave his head (set the shave date in the future and maybe drive two trips). How about a parade through the casino for the winner, complete with loud music, balloons, and a handout of some kind for the guests on their route? Again, make the stakes and the spectacle worth watching. You can do prizes for patrons in attendance if you like, too.

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VIP/Executive Roundtable Guests love to interact with executives when they can. High-end guests feel as though their patronage should give them a seat at the table, so why not give them one? Light hors d’ouvres, light cocktails, and round tables surrounded by comfortable seating set the stage for a dialogue that will make your players feel important and provide insights to your executives. (Especially effective if Ops Execs participate!) Just remember, make no promises and always be sincere.

Paint & Sip Appeal to the artistic and/or wine lovers on your player list and do a fun, reasonably- priced relationship-building event. The host should be painting and sipping too for the record, to share in the experience and give everyone the same opportunity for praise and encouragement. A friend of mine did one of these and felt as though this event would work again and again. Handpick small groups and keep the atmosphere mellow.

Including those who use PowerHost, a host contact management system that drives Host Goals. Visit www.harvesttrends.com to learn more. Jackie also publishes articles on Player Development at www.playerdevelopment.casino and is a co-founder of the C-PDA, the Casino Player Development Association. 'The casino is the ultimate entertainment destination,' says Jonathan Marcus, Vice President of Marketing at Seminole Hard Rock Hotel & Casino in Tampa, Florida. And with the indoor entertaining season in full swing, you might find yourself trying to pull together a fun evening with family and friends—and a casino night just might be the perfect idea. Casino hosts work primarily with a property’s higher level players, aiming to build relationships with those players in a bid to get them to become regulars who return frequently. Casino Host Goals A structured approach to Player Development. Read this book and you will have a road-map for success as you create or improve your Player Development program. It belongs on the shelf of any Casino Executive who wants to drive revenue from a structured approach to PD. Available at Amazon.

Spa Day/Massage Therapy Do you have players who own their own businesses or who are raising kids? These folks migh not take adequate time to recharge unless encouraged to do so, so provide them a good reason. If your property doesn’t already have a spa, talk with those around you and work out an equitable way to provide the service to your patrons. Setting up on property is preferable, but you could add a fun element if you have to “road trip” your guests to an off-property pampering.

Hometown/Region Celebration This could take many forms, but is based on bringing in patrons from a particular geographical area while appealing to hometown pride. Invite only those from your target area and encourage them to bring a friend if they like. Feature decorations that emphasize the unique qualities of the area, serve local favorite foods, play music about or from the region…you get the idea.

Plus, Bonus Tips! To make every event a success, there are a few things to consider throughout the process:

Casino Host Techniques Definition

  • Harness the power of social media. Tweet, post, blog, stream, and share before, during, and after to maximize engagement. Tag your guests! (If you haven’t already, consider – within company rules, of course – setting up profiles for use only with guests to share directly with them… keeping your personal accounts “private”)
  • Ask for feedback. Give your guests a score card or link to an onlie survey asking what they thought or for ideas for future events to ensure you’re hitting all the high spots. I’ll bet you will get some great stuff from this!
  • Include others. Ask co-workers to team up with you, invite the chef to talk about the food, have executives stop in, and encourage patrons to invite friends when appropriate. Many years ago, we invited one of our patrons (who also owned a nursery) to do a VIP presentation on preparing your garden for winter. We got lots of brownie points for that one!
  • Build relationships. Use people’s names, show appreciation, introduce guests to one another, and share the stories that keep them laughing. This will pay dividends in the form of stronger bonds between co-workers and yourself, between guests and associates, and among the guests themselves.
  • Get creative! Anyone who’s been in or around the casino business for very long knows that we recycle a lot of the same events. (Or do a “tribute” to competitor’s successful event.) Come up with ways to keep things fresh: do a fun theme, switch up the details (think middle 25 scores win the tournament), or combine elements from more than one event.
  • Remember to have fun! Ultimately, your guests return to your property because it’s an entertainment experience. Don’t let them see you sweat if things go awry, resolve that the show must go on, and have fun with it. No matter what.

Casino Host Goals

A structured approach to Player Development.

Read this book and you will have a road-map for success as you create or improve your Player Development program. It belongs on the shelf of any Casino Executive who wants to drive revenue from a structured approach to PD.

Casino

Why set goals?

As managers, we set goals so that employees are crystal clear on their priorities and how to allocate their time. Without clear goals, Hosts face a daily dilemma of how to divide their time between reacting to who is here, and reaching out to who is not here.

This book is based on our 9 years of experience of helping Player Development managers use our solution, PowerHost, to implement Casino Host Goals.

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The gaming industry has become extremely competitive. The Player Development (PD) team must balance reactive customer service skills with proactive sales skills; and setting Host Goals is the way to drive this behavior.

  • Attract and retain new valuable players,
  • Maintain and grow existing players, and
  • Re-activate players that have disappeared or declined.

For your Player Development team to drive revenue, you have to set the targets and provide all of the tools and techniques that will ensure success. This book is written from experience, and you will benefit from the hits and misses of your peers!

Buy now from Amazon for just $21.

Casino Host Techniques Game

Or attend a web-based demo of PowerHost and receive a free copy! Contact Paul at pcutler@harvesttrends.com