By Janet Hawk, Raving Partner, Player Development and Marketing
On the road again! I just can’t wait to get on the road again! The life I love is teaching service (and PD tips) to my friends, and I can’t wait to get on the road again!
I do love what I do! Everything I’ve learned in my 33 years of being in the gaming business was done the hard way … on the job and through lots of mistakes. So, if I can help someone do their job better, make their life easier or hit their goals, then I am a happy woman.
The bonus of being a road warrior training in PD, is meeting so many people with the same passion, being the change I want to see in the world, and spreading a little more kindness and love in a world that so desperately needs it. Sometimes I help PD team members just by putting into words what they already know, or finding a new perspective that helps them understand. And other times, I am teaching a brand new culture or new techniques. It’s truly never boring!
The most common observation I’ve noticed is that we aren’t really all that different and neither are the issues. Over the past five months, I’ve been all over the country. Here are five observations from the road:
1. A language barrier is no excuse to not provide good guest service.
I was working with a tribal casino a few months ago where English is a second language for a large percentage of the team members. We implemented a new guest service program and one of the superstars was a busboy who could speak very little English. He was one of the most popular team members at the property. People requested his section at the restaurant, many not realizing he wasn’t even a server! He knew how to make people feel welcome and to let them know they mattered without speaking a word! Simple eye contact and a smile will go a long way.
2. Make your guests AND fellow teammates feel like they are important!
I’ve said it 100 times, people have three basic needs: to be seen, to be heard, and to matter. When you accomplish this, you will find increased loyalty (more revenue from guests and less turnover from team members, both effect the bottom line!), and an overall improved work environment. If you treat the back of the house (teammates) differently than those in the front of the house (guests), there is something fundamentally wrong with you.