The year 2022 is on track to set a record for U.S. commercial gaming revenue. This fact speaks volumes on how people are back in droves and want to spend money. In order to build a rapport with these potential guests and foster a long-term relationship with them, casino resorts need to provide the amenities, services and experiences to keep them on-site and wanting to spend more at their properties. If you don’t have them in place already, find technologies that will help you identify guest preferences, predict behavior, and reward those who choose your property. Customizable technology solutions like booking, property management and guest service systems can help your team create guest profiles to design stay and activity options that will position you to stand out from your competition. Guests want experiences that they can’t get at home, and that’s where you come in. You are in a position to create some of the most unique entertainment, food and beverage, spa and recreation experiences in the world as a casino resort. Don’t miss these opportunities to capture the guest, retain them, entertain them, wow them, and give them a reason to return. And it doesn’t hurt when they have exceptional experiences to post on social media. Let them be the impactful piece of your marketing team that you can’t pay for – personal and genuine.
Before They Arrive
An effective booking engine is a property’s best friend. Not only can the guest select and reserve a specific room prior to their stay, they can set up their itinerary in advance. With options like concert tickets, hard-to-get restaurant reservations, golf and spa services, guests can create a full resort experience with the touch of a button. By providing a wide variety of services and encouraging the guest to book them even before they arrive, the property keeps the guest on-site and maximizes their time and spend. Loyalty systems can help bridge the gap between gaming and nongaming spend by managing guest profiles and preferences, and by keeping them current. When a property can read guest expectations by examining an existing profile, it can predict behavior, optimize food, beverage and retail inventory and staff, and it can upsell various services that it can customize to the guest. By getting a full picture of the guest and marrying that with the services and amenities that the property has to offer, the result is increased revenue in multiple departments and a satisfied guest. Hotels can review a reservation before they arrive, send customized messages or offers ahead of time or during their stay, and continue to elevate service levels while the guest is on-site.
READ THE FULL ARTICLE BY RYAN CARRIER IN THE 2022 SPRING EDITION OF GAMING & LEISURE MAGAZINE.