Raving Training

Database Tools and Sales Skills for the Casino Host

Let's talk about revenue opportunities for your casino hosts: specifically, players that are already in your database. You've got 20% of your players that drive 80% of the revenue and they are already targeted by every host you've got and that's terrific. But how do you find and develop those players on the "threshold" of that 20%? Those players that represent true growth opportunities?

Well, they are right there in your database if your Host and IT teams know how and where to look for them. If they know how to find your “Incliners” and your “Up-Siders” and where to place them on the “Player Bell Curve.” Does this process sound more like science and math than Comps and VIP events? Yes? Good, because it is!

Introducing Raving’s “Database Tools & Skills for the Casino Host.”

This program consists of TWO modules:

Module ONE builds a custom model for identifying the right player development opportunities at your property and applying the right strategy for revenue growth to that model.

Module TWO identifies appropriate player profiles inside your existing database and then applies the right strategies for maximum player profitability. Please notice that revenue alone does not guarantee profitability…

Raving will work with your IT team, your Host team and your Marketing team to bring this process to life. We will partner with them to teach the research skills, the sales skills and the relationships skills they need to reshape how they drive revenue.

To request sample pages from the skills manuals that are part of Raving’s Database Tools & Sales Skills for the Casino Host Program, email This e-mail address is being protected from spambots. You need JavaScript enabled to view it or call her today at 775-329-7864.

The Year of Service

Are you looking for a consistent and comprehensive service training project that will keep service top-of-mind with your employees for the coming year? Do you already have a service program and training, but need something new to stimulate the troops? Would you like your employees to learn new service skills? Not just attitude, not just friendliness, but highly-specialized service skills? You know, the kind of skills that will keep your players loyal when the casino down the street opens a new property or starts discounting its product. (We know; we’ve used it successfully to combat just those scenarios in different markets. Give us a call as we’d love to tell you about them!). Welcome to The Year of Service, a 12-step program that lasts an entire year. It includes the following:

- Six on-site visits by Raving’s skilled trainers to present the materials to all employees (one every other month for a year)

- Six “To Do” recommendations designed to reinforce each training session and prepare for the training session to come

- All program materials, including multimedia Power Point presentations, participant handouts, worksheets, quizzes and role-play scenarios and customized service content (goals, strategies, brands, etc)

- Comprehensive training is not just service skills, but also casino marketing, selling, conflict resolution and customer recovery

Make your casino staff the best-trained service providers in the industry with Raving’s proven program, The Year of Service. Yes, it has been proven in the field with several clients and it can work for you too. Already got a service program? This one can be customized to fit into your program and take it to the next level. Never had a service program or training initiative? This one can be used as the starting point to building a solid service capability in all areas of your organization.

Host and Player Development Sales Skills Training & Design

If you work in a casino, then you are in sales, folks; your job is business development, especially if you are a host. If the emphasis for your hosts is not on selling and driving business, then your casino is losing revenue. Focusing on the traditional model of "guest service, comps and conflict resolution" puts your player development specialists, and your casino, at a disadvantage. So, if it's time for your organization to start focusing on driving revenue and key selling strategies, especially your host and player development department, then let's talk about Raving's program.

In a nutshell, this custom program comes in two parts:

Part I - Sales Skills Training

Your team will go through a five module program, targeting business development, that will leave them with the skills and confidence for revenue driving player development.

Part II - Design Workshop

Your sales focused casino will have a comprehensive program foundation on which to build a complete host and player development department. This includes goals, strategies, job descriptions, organizational chart, suggested compensation, etc.

Host and Player Development Sales Skills Training & Design Program is an excellent fit for casinos that are:

1. Creating a new host and player development department.

2. Not satisfied with the results from their current department.

3. Looking to increase revenue through their player development function.

Don't let the term "sales training" scare you off or make you think of the program Dale Carnegie started 95 years ago. Think of your employees as business developers specifically for your casino, providing the best guest service possible. Being in "sales" is not a bad word. And this program is all about learning how to be a revenue producer, in the most player oriented way.

If your hosts are spending too much time writing comps or bargaining with your best players, instead of building business, just pick up the phone or shoot me an email and let's see if this program fits with what you need at your casino.

 

Selling the Gaming Experience

What is it you sell at your casino? Do your employees understand what it is that they sell? Do they know how they should be selling it? Let Raving Consulting Company and its team of trainers from Raving Service help you to increase sales in your casino and take your guest service to that next level. Let us bring you this information-filled program, delivered by the best trainers in the gaming industry.

We will help your employees use their service skills to sell the gaming experience and get your players coming more, playing more and spending more. This program also includes suggestions for how to use front-line employees to execute cross-selling and up-selling strategies to increase revenue and drive more sales. The program includes the following:
Instructor Guide
Sales video
Participant handout
Additional sales strategies workshop
Train-The-Trainer component

Not only does this training come to you from Raving trainers, you also have the materials to keep training new employees in-house with Raving’s formatted Instructor Guide and training materials.

Slot Ambassador

There was a time when casino slot attendants were very busy people. They paid “jackpots” of even the smallest amounts. They cleared jams, filled hoppers and made change. They were always in touch with your players. They knew your players by name. They knew what they liked and disliked. They even knew the name of their dog.

How about now? With TITO, self-serve kiosks, bill validators and player tracking it’s a wonder they even know how to speak to players, much less create a sustainable and loyalty-building relationship with them. And the loss of that relationship may just be costing you money. Why? Because loyalty comes from exceeding expectations (players begin to trust you when you give them more than they expect for their gaming dollar). And exceeding expectations means providing your gamblers with superior service from every employee “touch” they experience.

In “Skills for Your Slot Ambassador,” your team will learn how to spend time with all player segments — VIP players, new players and especially your loyal daily players. They will learn how to increase club membership and participation with concrete sales skills. And they will learn that their role really is selling an experience to all players and not just performing the mechanics of their job. In this innovative program that combines service training with marketing and sales skills, your customer contact employees will learn:

Basic leadership and development skills
Universal concepts of player development
Gaming floor and player interaction skills
Players club sales techniques

The R & R Club

Are you rewarding your employees and encouraging positive behavior? Turnover is a cost that is sometimes overlooked. If you want to reduce turnover you need to be rewarding your employees for their service, performance and numerous other things. Surveys have shown that recognition is more important than pay to most people.

The R & R Club is a complete, customized, internal “players club” for your employees. Hey, if a players club works to reward and retain our best customers, then the same principles can be used to reward and retain our best employees. Let Raving Consulting Company help you develop a detailed employee reward and recognition program that will inspire your staff and encourage positive behavior that will show throughout your casino. This program includes:

The software to run your recognition club
Recognition and reward strategies
Customization to your property and budgets
Raving’s superior follow-up and support

Your employees will be happy, your guests will be happy and the end result … your bottom line (and of course your CFO) will be happy.