What systems or procedures could you institute to make sure this type of oversight does not happen
Question:
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 twenty minutes, and when he tries to check in, he is told that the hotel is full.
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Service marketing and differentiation of customer base are two critical aspects of hotel operations in gaming entertainment In a nongaming hotel the r...View the full answer
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