CHAPTER 9 The Guest Service of Casinos. After reading this chapter, you should be able to : Describe types of casinos as they relate to customer service. Identify and describe types of floor positions typical to casinos. Describe the unique characteristics of a casino property. - PowerPoint PPT Presentation
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• Casinos are unlike any other facet of the hospitality industry. – Average guest will lose more than they will win. – The Casino Experience:• Very difficult to replicate outside a casino • Guest is provided with some of the best services
available • The more they spend, and lose, the better the services.• The lights and energy are a thrill. • Guests crave this experience. • It is up to the casino professionals to make it happen.
• Offer more than gaming.• May be freestanding or on a riverboat• Often part of a larger entity. • Many are within hotel or a destination resort – Linked to hotels, food and beverage operations,
meetings and convention halls, entertainment arenas, golf courses, and even cruise ships.
• Gaming is typically considered the money-maker• Key: contain the spending within the property by offering
guests everything they need. – Once they leave, the money goes with them.
• Casino segment is heavily regulated • Requires a unique model • Alters the typical operations of the other departments– The environment, the views toward profitability, and
the customer profiles are all unique to this entity.
• Common back of the house (BOH) casino departments that support customer service may include:– Accounting– Cashier’s station/cage– Countroom– Bookkeeping– Surveillance– Security
• Rooms– Casino hotels are some of the largest in the country
and the world. – Some have 3,000 to 4,000 rooms, and some have as
many as 6,000. – A casino hotel is for VIPs, frequent players– Also supports conferences, conventions and tourists– Are intended to facilitate the casino – Many comps are given. • It is not uncommon for as much as 90 percent of the
• Meetings and Events– Many casinos are associated with meetings, trade shows,
exhibitions, and conference centers. – Great draw for attendees of meetings– Attract new customers to the casinos– Shows also attract many different types of people. • Rodeo, a computer trade show, and a business meeting all
being held simultaneously. • Sports teams are being integrated into show arenas• They may be non-gamblers or very low rollers, who spend
very little on gambling. • Meeting the needs of this crowd is very different because
their primary goal is different from that of typical gamblers.
1. How are the guest services different for high-rollers versus low-rollers?
2. Why does a casino hotel give most of its rooms away?3. Why do casinos typically serve free drinks?4. Explain how food and beverage service is different at a casino.5. How are conference attendees different from typical casino
guests?6. Why do casino hotels give so many comps to high rollers?7. What types of services do whales receive?8. How important is casino security?9. Why do casinos offer so many services to the guests?10. What is the “Spirit of Aquai?”