It is my habit to be positive, but that outlook hasn’t always served me well. Giving everyone the benefit of the doubt certainly helps me seem more likable, but I don’t always see when someone’s motives are suspect. On the other hand, the things people do wrong aren’t always motivated by bad intent. So, continuing both myarticles specifically targeted to casino hosts and my tendency to be positive, I’ll provide some examples of things hosts should NOT do, and I’ll even explain why. As we look toward 2015 with hopeful hearts, here are some behaviors to avoid to make the new year a great one.
- Sticking to the “tried and true” without considering the adoption of new methods or prospects is a mistake that can manifest itself in many ways. Some hosts always call the same players for every event (without going a bit deeper into their player lists) to fill a quota. Others do the same kind of player party or gathering, or work with a trusted handful of event types or themes. There are hosts who recycle an old letter to one’s players with updated information and instead of writing one from scratch every time. Spread your wings! Embrace the creativity! If you’re in a rut, get yourself and your players out of it. If not, don’t fall into one. Ask for ideas if you need to; just don’t be boring or predictable all the time.
- Being less than truthful is always a no no. Obviously, you can’t tell your guests everything , but if what you say has truth at its base, you’re staying on the moral high ground. If you have to deny a request for a comp exception, please don’t tell the player, “My boss said I’ve given you too much already and I’ll be written up if I issue you the comp you asked for” even if that’s exactly what your boss said. Decide before you contact the player how you will tell them a truthful reason for your denial of their request. I would start with something like, “I would love nothing more than to give you what you requested, but because I comped you *insert comp info here* and *another example,* I am unable to grant your most recent request.” Have some responses to protests all prepped and ready to go, too. “I know it’s your *insert special occasion here* so I can offer you *something less than what they asked for* based on your most recent play.” Don’t use excuses. Tell it to them straight. They will know if you lie to them and they will talk about it if you do.
- Adopting a “one-man-band” attitude is detrimental to the department as a whole and doesn’t serve your players well. Hosts are usually part of a team, and they should ideally behave as such. When you’re off property, someone else should be empowered and comfortable taking care of your players. When you’re on property, you should be taking care of other host’s players. That way the whole team is more successful overall, and guests don’t fall between the cracks when their host is unavailable.
- Failing to listen, whether to your boss, your co-workers, or your guests means you aren’t a very good host. When someone is talking to you, pay attention to what they say and how they say it. Instead of thinking of how you’ll reply, read body language and consider the words and tone of voice you hear. Then stop and formulate an answer based on all the available information instead of just reacting. This habit will serve you well in all your relationships.
- Going rogue and disregarding rules or policies will do no more than get you into trouble. If the comp guideline is 10% of theo or loss don’t issue more than that without an easy-to-communicate justification. If you break a rule, you have, in fact, created a new rule…and if it is unsustainable, you have also created a problem. Ask questions if you don’t understand a policy or procedure, and follow your property’s rules, even if you don’t entirely agree with them.
- Voicing your dissenting opinion in the wrong company can get you into some really deep hot water. I’m not suggesting that you should always keep your opinion to yourself whether it’s in agreement or not, but always consider your audience. I’ve heard stories of hosts who were overheard (by guests) exclaiming their disdain for certain situations or changes, then the word was out on the floor. Before you know it, tongues are wagging and the host’s name is being muttered in the executive offices. (NOT the best way to get attention from the C-Suite, mind you.) Always be tactful and kind, but firm if you must be. Pick the right audience and the right venue before sharing your thoughts.
- Becoming unprofessionally close to your players is a minefield. Allowing a work relationship to become too personal can be a slippery slope. Refrain from getting too close to a particular player because it opens the door to the appearance of impropriety, even if none exists. This kind of conflict of interest could be damaging to the host’s career, emotional state, and well-being. It’s best to keep things businesslike, but friendly. Find the balance. (I know of a few hosts who have had successful long-term relationships with patrons, but they are the exception rather than the rule. Tread carefully.)
- Believing that you know all you need to know can be a dangerous trap. In this new gaming reality, knowledge is power. Learn about new technologies, your competitors’ programs, your players preferences, how your own property’s programs work, and how to best use the tools at your disposal. There is always something new to learn and leverage to take the best possible care of your players.
- Depending on a small, core group of your players to drive the bulk of your list’s revenue is simply shortsighted. Keep looking for worthy prospects, especially if they aren’t supplied to you. Carve out some floor time and use the hot player screens to identify players who seem to be spending well and introduce yourself to them. Keep in contact with all of your players and prospects to drive additional trips or find problems that may prevent them from coming in. It’s your job to smooth the way for your guests to visit your property more often than they visit any other. That principle applies to every player of worth. Don’t forsake them for your “pet” players.
- Keeping player feedback to yourself is another way to set yourself up for failure. When a player shares something with you, it is entirely likely that they expect some action on your part to either resolve or share their experience with someone who can make it right. Whether positive or negative, it is part of your role to represent the players’ interests with your boss or other departments as necessary to ensure everyone concerned knows as much about the situation as you do. Keeping players happy within the guidelines your property has set is, after all, what hosts do.
Remember, your success is related as much to what you don’t do as it is to what you accomplish. If you have additional traps or host mistakes to share, please do.