One way to settle this is for you to take the following true-or-false customer service quiz. All it requires is honesty and a few minutes of your time. By the way, all employees with any degree of customer contact should take the quiz—from general managers to beverage servers. After all, everyone who works at a casino should consider themselves to be in the customer service business.

Answer the following true or false questions:

1. When a guest walks in the door, I smile and welcome them. true false

2. I offer to get a fresh drink when I see a customer’s glass is empty. true false

3. When I see litter on the floor, I pick it up and dispose of it. true false

4. I consider each guest to be of the utmost importance to my casino’s success. true false

5. I casually observe guests to anticipate their needs and then step forward to meet those needs. true false

6. I arrive for work on time. true false

7. I arrive for work prepared to start my shift. true false

8. I familiarize myself with the buffet menu each day so I am prepared to make recommendations for guests who ask. true false

9. I maintain a positive, can-do attitude as I perform my job. true false

10. I greet repeat customers by name when I know they appreciate the recognition. true false

11. I leave my personal problems at home so I can focus on doing my best for each guest. true false

12. I maintain good posture so I look approachable. true false

13. When a customer speaks to me, I closely listen so I understand what they are communicating. true false

14. Consistently good service is one of my top priorities. true false

15. I am courteous to guests at all times. true false

16. I understand that gaming is a form of entertainment for guests and that I am part of the entertainment. true false

17. I strive to make each guest’s gaming experience a fun one. true false

18. I am genuinely interested in my guests and the kind of gaming experience they want to have. true false

19. When a guest asks for something, I respond immediately. true false

20. When a guest looks as if they are trying to find something, such as the restroom or the buffet, I ask if I can be of assistance. true false

21. When it comes to guest service, I take pride in a job well done. true false

22. I am kind to my guests. true false

23. I help co-workers who are struggling to provide good service. true false

24. There are no exceptions to providing great service. true false

25. I am patient with guests who are older. true false

26. I praise co-workers who provide great service. true false

27. I ask questions when communicating with a guest to make sure I understand them. true false

28. All casino employees must work together as a team to provide great service. true false

29. When talking with guests, I make sure my voice has a calm, friendly and welcoming tone. true false

30. Providing great guest service is my opportunity to shine. true false

So how did you do? It’s up to you to decide whether your answers reflect that you are truly good at providing great service. Even if you think you came off looking pretty good, it’s likely you found a few ideas that will help take your service skills to a higher level. And if you think you could do better, these questions certainly provide an outstanding foundation for becoming a guest service superstar.

Martin R. Baird is chief executive officer of Robinson & Associates, Inc., a Boise, Idaho-based consulting firm to the global gaming industry that is dedicated to helping casinos improve their guest service so they can compete and generate future growth and profitability. Robinson & Associates provides guest service training and employee incentive and recognition programs, as well as presentation skills training, management skills training and team building programs. The company is a member of the Casino Management Association and an associate member of the National Indian Gaming Association. Robinson & Associates may be reached at 480-991-6420, mbaird@casinocustomerservice.com or via its website at www.casinocustomerservice.com.

By Martin Baird

Martin R. Baird is CEO of Robinson & Associates, Inc., a customer service consulting firm that works with casinos around the world. He is creator of the company's Advocate Development System, and author of  Advocate Index: An Operational Tool.

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