Case Study VIP

A frequent guest of the casino makes a last-minute decision to travel to your property for a weekend stay. The guest enjoys gambling as a leisure activity and is one of the casino's better customers. When he arrives at the casino, he is usually met by a casino host and is treated as a VIP due to his level of wagering at the blackjack tables. This guest is worth approximately $500,000 in casino win per year to the hotel. Due to his last-minute arrangements, however, the guest cannot notify a casino host that he is on his way to the hotel. Upon arriving, he finds a very busy registration desk. He must wait in line for 20 minutes, and when he tries to check in, he is told that the hotel is full. The front-desk clerk acts impatient when the guest says that he is a frequent customer. In a fit of frustration, the would-be guest leaves the hotel and makes a mental note that all casinos have similar odds at the blackjack table and that maybe another property will give him the respect he deserves.

Discussion Question

1. What systems or procedures could you institute to make sure this type of oversight does not happen in your property?