What Would You Like to Tell Your Hosts?
A few days ago I wrote about hosts and I really appreciated receiving some helpful comments here and also privately. And now I am asking for some more comments, particularly about what casino customers who do use the host system like and don’t like in these relationships.
The reason for this call-out is that next week I am speaking at a casino marketing seminar, giving hosts and other marketing executives some input from the customer’s point of view. Although I have been interacting with hosts for twenty-five years or so and have plenty of “stories,” I would like input from others. We all look at this from different points of views and have different experiences to share.
Some guidelines might be in order here. I am looking for the good, the bad, and the ugly – but don’t mention individual names or reference specific casinos. No personal attacks – although feel free to describe particular incidents where something good – or bad – happened. Just don’t name names.
Also, remember hosts have limited power. So your suggestions should be something a host can actually do. He/she has no input in the choice of games on the casino floor or the paytables on video poker. They are limited in the comps they can give out by the company’s policies which they had little or no voice in their creation. They themselves are often frustrated by how little they can do, particularly if they have been in the system for a long time and remember how much freedom a host used to have.
Feel free to use the “Comment” section below or you can e-mail me directly. Remember that no “Comment” shows up until I approve it so don’t look for your comment immediately. I usually do this little “chore” once a day unless I get busy and skip a day. And if your comment doesn’t show up for several days, the reason is probably that you used inappropriate language and/or made personal attacks. I do not approve rants and raves that contain no helpful information for my readers!
From my experience if u just need a room comped and a meal or 2 just call any host on duty and most likely they will accommodate u. I think the hosts job is way overrated. if u are not a player u shouldn’t even ask.
We are with TR Rewards and have had a Host for a few years and he has been very helpful I e-mail him with our date’s for our stay and he always e-mail’s me within 24hrs with confirmation.
If he is not there on check-in he always finds me out to welcome us he also helped us with a trip in April with 2 extra rooms for my family and comped them 2 days which was great for them they had never been there before.
The only thing that I have a problem with is a lot of the rewards for TR can not be offered to us because we are from the U.K, last November we went to the big Gift Wrap but they said they do not ship to the U.K so we could not take the offer up.
Hi, I have read through all (24) comments. I must say that everyone has his/her valid points in regards to host/casino’s process/comp program and I agree with everyone.
I’ve been a regular to LV for 20+ yrs. Luxor was not around
and MGM was starting to build their humongous casino/hotel. I a host at the property from that day (director’s club). He as a great host: took good care of me and all my needs and I need is a comp’d room and a meal (isn’t what we mostly need?). He went out of his way and sent basket, wine/liquor on many New Year’s Eve occasions. He is no longer there after 25years working there. He left w/o a trace. Anyway, here is my scoop: I am a 7star with TR. Through the years I am with TR – and that is 20+yrs – many hosts have sent me email and pitched their sale and promised all things. When I contact the host/marketing dept, no-one seems to be on top of things. Many times I was just too frustrated that I called front desk and make room reservation myself. These days, one can also do it from TR’s website. Who needs a host?
Here is a true story: on a recent trip (07/2013)to LV. I contacted a host with TR program to make a reservation for a room and a special event/show. I received offer in the mail, and also from my TR account: up to 4 comp nites at any TR properties in LV and 2 tickets to the show. I could have made the reservation myself but, decided to contact a host with a simple email for covenience. It took her three days to respond/reply to my email and only said: OK, I took care of your request. Two days later, I changed my request by asking her to move me from one casino/resort to another (within TR’s) due to its convenience location with the show (at PH Theater). Two days later, she sent me an email: I can move you to another hotel but, you won’t have tickets to the show because the show is sold out. I attempted to get a more elaborated answer as to why I would loose tickets to the show by just changing hotel but, receive no answer from her. On my travel day, I had to call her to find out about my reservation only to receive an auto answer from her phone. She then left me a (nasty) voice mail on my phone (as I was driving) that she already told me why I kept asking her? Her attitude took me by surprise.
Anyway, Jean perhaps you can help me figuring this out: the logic behind changing hotel and loose tickets that are already RESERVED because the show is sold out. Aren’t my tickets already there/reserved/locked? Will someone at the host/marketing seminar have a good logical answer to this?
Summary, a host needs to know his/her client well. The big whale can only last that long but, the regular/consistent/loyal client is the one that can keep the host’s account steady. All hosts have their performance review based on their \sales\, i.e. big time high roller clients, regular clients… which bring in revenue – that is how much \play\ do these clients bring in for the host. The host needs to stay on top of things, e.g reward program, \the math\ thing, events, shows… and comp his/her client accordingly. The host needs to occasionally go out of his/her way to accommodate her guest/client’s neeed/request but, still bound by the rule. On top of all, the host needs to be patient, respectful and professional.
Through all the previous comments, I can relate very much to each of these commentators’ reason/problem/complaint on a host. A good host:
Be responsive, be dependable, be nice, be respectful, be professional and comp your guest/client
so they can come and play for you.
Here is to HOST: treat your client/guest the way you want to be treated yourself.
A good host is one who can go that extra mile for you. A person who can do something that you cannot do for yourself.
Our Host has been with us for many years. She has helped us set up visits bringing our family several times over the years and has comped rooms for both my wife and me and often comped a meal during our visit. She always sees us during our visits which are at least 3 times per year. She makes our stays more enjoyable and makes us feel welcome. We have stayed at this Vegas Strip Casino since our 25th Wedding Anniversary and the one coming up is our 44th.
We would not trade her for any three Hosts were we live.
Most of the time its better to avoid hosts if you are a skilled player. Most of what you get will be offset against future offers. On top of that, the modern incarnation of a host has minimal power. I have also had hosts who lied to me about what they can do for me, only to find out later that they were not willing to follow through. In this day and age, I think most casinos would be better off dumping the whole concept, except for some truly big whales.
My husband and I have had hosts in casinos in AC for 25 years, and had the gamut of experience. One who told us that we couldn’t call her anymore because our play dropped (when both of my parents were ill and needed care). We no longer go to that casino. One fairly constant host at Harrah’s AC who has taken good care when we call her, but as many others, meals come from our comp points, so why bother someone?
Las Vegas has been more checkered of a history. We were always treated like royalty at the Barbary Coast, and we were 25cent players in those days!
Have recently been assigned a “representative” at CET whose emails state that I should contact her for my needs at any CET property. Worked well, until the last email I sent was answered “On medical leave, please call this phone”…only the reps on the phone knew nothing about me! I don’t ask for much, rooms and occasional shows, but the lack of consistent policy is quite frustrating!
I have dealt with casino host for 20 years. I can honestly say the best host I ever had was from old school. When you walked into host office, greeted by the host by first name was amazing. She always went out of her way with rooms, fruit baskets, meals and show tickets, please don’t get me wrong I never abused these offers. Many time we never saw a show, or eat at the steak house. I know of several times would check in at the VIP window and was told that we were a push( full house for the weekend). To make it short she got married moved away. The next host “retired military” and it showed in he manner was the worst host I ever had. I now longer visit that casino after 20 + years of being loyal to them.
Recently my husband and I visited some friends, Jill and John, who live in Las Vegas. Naturally, we went to their favorite casino, and when we walked in the door, our friends were greeted by their casino host. I could see the look of pride in John’s eyes, and knowing him as I do, the recognition and “show off factor” is a huge reason they patronize this casino.
I am also A CHAIRMAN (highest) at Stations and I get a Comp once in a while. Stations doesn’t overdue Comps and i go to the Casino to win some money. The atmosphere has also changed at some of the local Casinos (Texas ,Fiesta) where u have alot of kids running around. That’s the reason I go to the Casino to get away fr the kids.
I am a Diamond Total Rewards player and currently have a very good host based at a property not in Vegas. She is excellent – super responsive to emails and accurately takes care of my requests the first time. I am basically just asking her to book me for rooms and offers I already have (like a concert, tournament, giveaway) – things I could do myself – but it is so much more convenient to just email her and be done with it.
I have had the experience with a previous LV host (at CET) that was was somewhat helpful in the beginning but then I clearly must not have been gambling enough because her level of service declined to sloppy and non-existent. Finally, when hounding her for a response to a request she told me I wasn’t gambling enough. That really upset me – I think we all realize that there are certain “expectations” as it comes to the amount of gambling required for future offers – and we know if we have played below that “expectation” – but don’t necessarily need it thrown in our face.
Finally, had a host in LV at a Boyd Gaming property – relatively low roller – just booked room offers and occasionally she was able to get us a comp for a meal or two. She was nice, professional, and fairly responsive. After about 5 years of going to this property 3-4x per year, my friends and I decided to make a switch as we weren’t happy with changes in the rewards program, the elimination (at that time) of multiplier days over holidays, and overall changes in the restaurants and gaming floor at this property. It wasn’t a bitter divorce, but it did end kind of abruptly. This was Feb. 2007. Other than the declining monthly marketing offers that eventually dried up, we were NEVER contacted by this host or the property to even check in with us on what happened – why we suddenly just “disappeared’. It still leaves a bad taste in my mouth that our very loyal business (we only gambled there) didn’t even warrant a check-up.
thanks Jean for your great columns – have loved reading you for years!
Jean, I am a frugal gambler (thanks for the books), so I am a nickel and dime player. Although I live in Texas, I emjoy going to neighborhood or downtown casinos – I haven’t been on the strip in several years. I had a very nice host at one of the neighborhood casinos who was always helpful to get me a comped room. I found out that she liked fruit cakes (I didn’t know anyone else liked those things) from an associate of hers. So I always made it a point to get her a fruit cake. One of the very nice things that she did was to find an additional room for a friend who was in Las Vegas. She called to make sure there was availability and so she put my friend up to please me. Sometime later, my host passed away. I got a new host who would not comp me anything – she said I didn’t play enough. So I found other casinos that do like me and seem to think that I do play enough and now get good comps. Now the original neighberhood casino that I had used before sends me all sorts of free room offers and other comps, but I am happy with the new places that like me so I haven’t gone back.
Jean, My wife and I have not had an assigned host since we regurarly played at the Venetian until 2009. We now go to Vegas only once or twice a year, opting to go to our local Indian casinos monthly.
The reason for not using a host is that we can get what we need taken care of by just calling the casino directly. We are only at the diamond level at Harrahs, but that is ok by the both of us.
The last host we had at the Venetian had left to go to the Alladin; she called and invited us to play at a turnament for 3 days, but after that we never got comped again, not sure why. We felt like she just wanted to establish a clientele with her new position, then we were not good enough for her.
One host calls occasionally, from one csino not affiliated with Harrahs, and wants us to go to their property with a dinner or a show incentive. We think he/she may have moved from Harrahs and taken a list of clients. We did take up an offer for dinner at the steakhouse and played for the whole day, just to be sent an email saying we needed to play a lot more if we were to expect the same type of invitation in the future.
We no longer play there.
I am a Vegas local and Chairman Club player at the Stations Casinos.(That’s the highest level, for those who don’t know)
My host is very pleasant,stops by occasionally to say Hi,and can do absolutely nothing for me!!
They can’t even Comp a meal anymore! You have to use your “points”.
Why good is a host to me??????
Started dealing with Nevada hosts 5 yrs. ago after moving to this great state.Generally my experience with hosts has been from good to great.They work hard and try to be accommodating within the rules they are bound by.
Had one very disappointing experience wherein the host promised dinner and show for New Year’s Eve for us and another couple, only to find out,when we got there,that we were to low on the wait list and were treated to a buffet instead. That host is no longer there and the new host is a joy to work with.
George
Hi Jean,
We have been fortunate to have several long term hosts who have been excellent. Primarily we like a single point of contact that allows us, with a phone call or email, to set up a trip that might involve rooms, food and shows. I have to give a special call out to our host at a casino in Laughlin and a host at a related casino in Las Vegas. Their helpful responsiveness weighs heavily in our decision about where to stay.
On the reverse side are hosts that are apparently assigned to us without making contact, frequently seem to change properties, and can do little for us. Some larger casino groups seem to have this issue but we do recognize that hosts can only do what they are allowed to do.
We call these people “mystery hosts”- we didn’t know that they were our host, and once we discover that they are, they can’t do anything (and sometimes don’t answer phone calls or emails.)
We don’t consider ourselves high maintenance and understand that “coin in” rules. We appreciate hosts who take the time to look us up when we are staying at a property.
Regards,
Paul
My wife and i visit vegas 2 and 3 times a year. i have one host that i have been connected to for the last 15 years. i never ask for more than a comp’d room and have never been turned down. But she will also comp me meals and show tickets with out me asking. We connect throu e-mails and she does come by while i am playing to say hello and ask if i would like anything and how i have been.
On my last trip we played at a casino down the strip after a hand pay i asked for a slot host. my wife was wanting to stay there. After a conversation with her as to why i do not stay and play there. She was willing to comp me 3 nights. I sent her a email while planning our fall trip to vegas and good to her word she took care of me. also she followed up with a phone call to confirm which was nice.
All said I like having a single point of contact it gives a personal touch. I don’t like calling a call center and be treated like a number. After all there is more than one casino in vegas to choose from.
The comments above reinforce the primary advice that I would give a new host – keep the relationship professional.
That means learning the most you can about the market, the games (including and especially the math) and the players (both collectively and as individuals).
It also means that you always remember that the casino signs your paycheck, not the players, and every decision you make should have the casino’s best interest at heart. If you are over-comping a player or doing them a favor – it is because in the long run, the casino will benefit (if not monetarily, than otherwise). No decision should be made based on personal greed.
Keep the relationship between you and the players professional. YOU ARE NOT THEIR FRIEND. I have heard of more and more problems over the years when either hosts or players cross that line.
And finally, when you change casinos do not run down your old employer to your players. It’s crass and seriously puts your integrity in question.
back in the 1998 range I played mostly blackjack in the 25 to 35 dollar range at a strip hotel. I was given a room and some of the meals through my host. I called my host for another visit and was told he could not do anything any more. He said my average bet during my last stay was not meeting the new criteria. I asked what my average bet was during my last stay and was told it was in the mid fifty dollar range. He said I needed at least a $100 average bet! I never had suites or abused the system but I was insulted. I decided to just get casino rate rooms instead of averaging $100 an hour for a minimum of 3 hours a day! Bugsy would be mad. Any comments?
Hi there..not too much experience with hosts…When we did have one..she really did comp us..free food..room etc.But.we only go to LV about 4 times a year..stay at the same place .which is comped, but..we never see her or visit or can find her—..She is always busy or out…But..I shouldn’t complain…Our room is still comped…Happy Days!
Jean, to be quite honest with you, I’ve been going to casinos for AP opportunities since I was 18 (30 now) and I can honestly say, out of all the hosts I have talked to over the years, only maybe one or two really had a clue about the math of everything.
Now, I have read Steve Cyr’s book, and I understand that everyone has a boss, but when hosts flat out lie to players, that is a big booboo (although 99.9% of hosted players have waaay more money than brains, so that works for them).
A true good host has to give you just enough that you feel appreciated, whilst still not giving you the
royal treatment (so you always have to play more).
The few good hosts that I have worked with, are hardcore gamblers themselves, which gives them the state of mind that a true gambler faces (the depression of going broke and the elation of hitting the jackpot).
I have two comments: first, I dealt with a host at a major AC casino, who treated me so well that when she told me she was moving to a different casino, I told her, “No, WE’RE moving to XXXX”. Subsequently, she formed her own independent casino hosting company, and was very successful. She continued to treat us well, and we were anything but high rollers in those days.
Second, I dealt with a dweeby little sleaze at an unnamed Indian casino in the Northeast. He seemed to be under the impression that I should be taking care of HIM. Listening to his vacations, his golf trips, his illnesses, etc. Anything I asked for was a tremendous imposition on him, even though at times I was at the highest tier level in their club. I was forced to request a change in hosts.
Terry has my biggest single complaint. That is that any time I get a host I really like they either leave the business or change casinos. I am curious as to why this is so common.
I have used hosts at several properties and I have always tried to hook up with the old school hosts. At one property I have a 16 year relationship with the host and that host takes great care of me. More recently, a host left a property where he was never my host and must have taken a list with him and he has poached me away and takes great care of me and about 40 close friends who have moved to his “NEW” property. I am not sure how long this 30 year experienced host can keep up the VIP treatment for all of us, but he has definitely poached us away. FOR NOW. 600 nights in Vegas before age 50.
I don’t have a host anymore, they have given me a sales rep that is based in neveda, I live in Illinois. This is not a bad thing other that the time difference. I call with requests and he is fantastic. I used to have a host at our casino in Joliet, but he moved to Vegas and we started going to Horseshoe in Indiana and this is how they have set me up. It works the same way except no visits while i am gambling. But someone always does come by and introduces themself and offers any help I might need. I dont know if this will be useful or not but I do enjoy reading what you write. thanks!
Host, if you don’t know the answer to a question find some one who does. Then, stand by the answer.
Ex 2 mil coin in at MS,,CT.
Well after 10 years of visiting LV and about 40 visits total I’ve only had interactions with 3 hosts at 2 different casinos. In other words I don’t have a lot of experience with slot hosts in general. What I did notice and did not like was that I would start a relationship with a slot host and then by my next vacation they were gone from that particular casino. My gripe is that I would try to cultivate this relationship by being friendly, tipping them appropriately for their services and hope for some give and take in the future. This however doesn’t happen when they move from casino to casino as my short experience would suggest. I also don’t like the feeling I have to gamble so much money or hours per day to guarantee a comped room for my next visit. To be honest I think it was just easier not to have a slot host attached to my name as then there are no expectations either way. Just my 2 cents Jean, hope it helps.
Terry Haile
Post Falls, Id