Casino gaming floors are a very different and particular place to work. We work hard to be appealing to all comers, providing something interesting for everyone. The work doesn't stop here, however. Once they've made it to our property we need to fulfill our guest's needs and expectations. In a perfect world we will, but the fast paced gaming floor is far from a perfect world. Balancing a guest's needs with Federal, State, and Tribal regulation can result in confusion and frustration. What do we do then? Try keeping this quote in mind next time you find yourself in this situation.
Anger is never without a reason, but seldom with a good one. - Benjamin Franklin
The atmosphere we work in everyday is very charged. Our guests are winning and losing their hard earned dollars on the gaming floor. Team Members are doing their best to handle guest needs and follow a laundry list of internal controls and procedures. Without question, at some point we will all see some level of frustration set in. It's unavoidable. How you handle that frustration makes all the difference.
Most people will become defensive at the first sign of a complaint, particularly if the issue is directed at you (You shorted me $20.00!, You don't have enough staffing!, The ATM didn't give me my money!). When dealing with these situations, you can't take it personally. Most often, the guest is upset about something that we, as a property, are failing to provide. The face in front of them happens to be you, so you're the property representative.
Many times they are unaware of a possible solution. Provide them with the options they have and allow them to choose their own solution. (I'm sorry Mam, but we will need identification for this transaction. We accept State ID's, Passports, etc...). They may not be happy with the policy, but at least they have been given a clear explanation in a professional manner.
So the point, then? Reacting defensively to a guest concern places you in an antagonistic role with them. Providing options for them with an explanation shows a sense of compassion for their situation. The anger they bring with them when they finally reach you is oftentimes the result of other issues, or just frustration due to lack of knowledge. Keep this in mind when dealing with them, and avoid bringing anger of your own to the situation. We can't win them all, but I expect that we give each of our guests (internal or external) our best effort. Involve Supervisors and Managers when necessary, and handle those that you can on your own. They will appreciate your efforts and be all the more likely to return.
Anger is never without a reason, but seldom with a good one. - Benjamin Franklin
The atmosphere we work in everyday is very charged. Our guests are winning and losing their hard earned dollars on the gaming floor. Team Members are doing their best to handle guest needs and follow a laundry list of internal controls and procedures. Without question, at some point we will all see some level of frustration set in. It's unavoidable. How you handle that frustration makes all the difference.
Most people will become defensive at the first sign of a complaint, particularly if the issue is directed at you (You shorted me $20.00!, You don't have enough staffing!, The ATM didn't give me my money!). When dealing with these situations, you can't take it personally. Most often, the guest is upset about something that we, as a property, are failing to provide. The face in front of them happens to be you, so you're the property representative.
Many times they are unaware of a possible solution. Provide them with the options they have and allow them to choose their own solution. (I'm sorry Mam, but we will need identification for this transaction. We accept State ID's, Passports, etc...). They may not be happy with the policy, but at least they have been given a clear explanation in a professional manner.
So the point, then? Reacting defensively to a guest concern places you in an antagonistic role with them. Providing options for them with an explanation shows a sense of compassion for their situation. The anger they bring with them when they finally reach you is oftentimes the result of other issues, or just frustration due to lack of knowledge. Keep this in mind when dealing with them, and avoid bringing anger of your own to the situation. We can't win them all, but I expect that we give each of our guests (internal or external) our best effort. Involve Supervisors and Managers when necessary, and handle those that you can on your own. They will appreciate your efforts and be all the more likely to return.
