All CEO’s, GM’s and senior department managers need to get out of the office and hit the floor on a regular basis. Looking, observing and seeing for themselves how their members and guests are being treated.
Here are a few suggestions of what you should be looking at:
LINES, LINES & LINES
At the cashiers, at reception, at the coffee shop, at the bistro, at the bar, at the kiosk etc. etc. etc. How are the lines at your business? Are they long? Slow? Intolerable? Or do they move pretty quickly? What about at crucial times (like the kiosk before a promotion or at the bistro before a big show or on a busy night)? Do you ensure your VIP members are not kept waiting in any lines? Are your lines under control and if not, what can you do to alleviate them or provide your guests with a distraction that will make waiting more tolerable?
Are staff routinely keeping their heads up while they go about their business? Are they looking for opportunities to simply smile and greet guests as they walk by? Does your company evoke the 3-metre rule – that everyone, whether members, guests or other staff have to be greeted and recognised if within that space. What about the bar staff or reception staff in quiet times – are they staring at the ceiling, memorising the floor tiles or are they greeting everyone who walks by. Same goes for security.
CLEANLINESS IS NEXT
First, check the restrooms, you all should know how important they are, especially to your female gamers. Then check the walkways, the floors, escalators, lifts and main gathering points, including the outdoor smoking areas. Next get critical and look in out of the way corners, the nooks and crannies. Are your staff fanatical about cleanliness or are they getting sloppy? It goes without saying there should never be glasses or plates left anywhere, and surfaces should all be cleared and wiped down. Don’t forget signage – make sure there are no handwritten or casual printouts taped or blue-tacked around the property. How professional does everything look?
WHERE’S THE PIED PIPER WHEN NEEDED?
How about leadership? Are managers and supervisors on the floor, helping out, especially during busy periods? Do you see a significant and memorable leadership presence throughout the property, or are they all hiding in their office? Their presence is especially important during peak or critical times.
A COMPLAINT CAN BE A GIFT
If you have a comments or feedback card, make sure you check them regularly – along with your general info emails and social media sites. Take advantage of whatever feedback you members and guests are giving you. Also, talk to some frontline employees about the same. What are your guests saying? Are they happy or are they peeved at something in particular?
Talk to some guests as well. There is an old casino stranded called Five-in/Five-out that dictates you should engage at least five employees and five guests on your walk throughs. Try it out, and see what results that may bring.
If you check out these five things in regular inspection or walk through tours it will make you more engaged, more effective and a more powerful service leader. Even if you only manage one particular area or department, say you are a Gaming Manager or a Marketing Manager, for instance, do regular walk throughs of that area and make sure it reflects your standards and desires. If not, then change it. This simple, regular routine could have an enormous impact on your business outcomes.
Inspired by an article by Steve Browne Ravingconsulting.com