10 RULES FOR GAMING FLOOR STAFF
10 Gaming Staff Rules: Finding success by using a code of conduct for your gaming floor staff
The role of gaming staff within the gaming venue comes with heavy responsibility. Not only do we have “the power of the pen,” but we have access to huge amounts of highly confidential information (both internal and external), which in the wrong hands can be dangerous to both the venue and our guests. We all have either heard stories or witnessed unethical behavior within a venue. These situations can run the gamut from bad, uneducated decisions to out-and-out theft. It got me thinking – should we develop a code of conduct for staff that will serve as a guideline for decisions and help them be successful?
- Never Lie
Gaming staff and gaming hosts use relationship marketing, and trust is key to developing a relationship with anyone. When you lie, you lose that trust, and it will never be fully restored. Integrity and honesty are the basis of any relationship. Make a mistake? Own it and do what you can to correct it.
Negotiations with your guests should ALWAYS be truthful. There will be times it may be necessary to schmooze, coax, and advise – BUT NEVER LIE!
- It’s Business
While we use relationship marketing, we must never let things get TOO personal! By that I mean, watch what you share with your guests. Confidentiality is vital. Gaming staff function as a liaison between the guest and the club/pub, but never forget WHERE your loyalties lie.
3. Teamwork!
We’ve all heard that there is no “I” in team, so why is this so lacking in most gaming departments and between other departments?! It can’t be done alone, and you need to be in complete sync with your teammates.
- Cover Your Backside
Document, document, document!
No matter how you do it, either by using notes or remarks in your CRM, or going old school and using a notebook, or spreadsheet, you must make sure that you keep track of all pertinent information concerning guest interactions, current or completed projects, because you just never know when you may need it. That way anyone who pulled up their information could see it as well. Which brings me to the next rule …
- Communicate
Whether it is internal (communication with other gaming staff, departments, etc.) or external (your guests), clear and concise communication is vital. We so often fail to communicate altogether, or if we do, it is often inconsistent or unclear. It is crucial to make sure that you are working closely with all departments in the club because your guests interact with them throughout their time at the venue. Externally, your hosts need clear information and as was mentioned in Rule #1, be honest: communication is a two-way street.
“The two words ‘information’ and ‘communication’ are often used interchangeably, but they signify quite different things. Information is giving out; communication is getting through.” – Sydney J. Harris
- Listen
Selling is based on listening. Listening is an art that must be practiced consciously. Not thinking about what YOU are going to say next or “one-up” the story being told or the conversation taking place, but just focusing on what the other person is saying. This is not only true with sales, but with dispute resolution and all other areas where there is communication with another being. Focus on the 3 L’s – Listen, so you can Learn and be able to Lead the conversation.
- Engage
“The more touches you make, the more revenue you generate,” means to ENGAGE. The more you engage with your guests, the more you develop that relationship, thereby increasing loyalty. The more loyalty, the more revenue generated. Successful gaming hosts ALWAYS follow up and follow through. Double and triple check, every time with everyone. I don’t care how long you’ve dealt with a guest, reach out to them. Even a simple “just checking in with you” or “how are you feeling?” goes a LONG way. But, you must engage. The only way to overcome is to engage. Change your lens, choose to find reasons to succeed! See Rule #9.
- Ask
Never assume. If you don’t know, ask. If you need help, ask. In order to learn about your guests, you must ASK.
- Overcome
There isn’t one way to do things, and there is no one “right answer.” If the first solution or idea doesn’t work or doesn’t quite sound right, find the next right answer. Don’t stay stuck or use excuses. See Rule #10.
- Be Accountable
For a gaming host (or any adult), self-discipline is very important. If you make a mistake (and you will), own it, learn from it, and move on. Make personal goals and commit to them. Work smarter, not harder. Don’t wait for your manager to tell you what to do, you should already know, and if you don’t, see Rule #8.
The bottom line is this: gaming staff are part of a sales team, and these rules will help you be stronger and more successful.
Author: Janet Hawk – Raving Consulting
