Monthly Archives: November 2013

Daily Action Plan – An innovation for casino hosts!

The Daily Action Plan enables the casino host to focus on the right players, at the right time for the right reasons to meet their goals. Each day the host receives a “proactive” daily action plan delivered right to their e-mail at the start of their day. The hosts can quickly place relevant phone calls to congratulate the winners, commiserate with the losers, celebrate with the birthday players, and invite back the valuable players who have not been on property. This enables the hosts to  achieve more, with a laser like focus on their goals for new, inactive, active players, and expenses. This is completely different to the existing approach where a casino host receives a report at the end of the quarter, month, or week at best which gives a rear view into how they missed their goals.

In addition, the Player Development manager receives a daily summary of overall pace to goal by host and by host team which highlights areas of potential, concern and achievement. With this daily information, the manager can  quickly and easily identify coaching opportunities and proactively reach goals. Curtis Patnode, Player Development Manager at Clearwater Casino Resort said “This is a very exciting time for me, I enjoy going to work every day and looking at my daily action plan to see what is happening with my players and hosts.” Curtis has implemented a rolling 90 day acquisition program with great success. On a daily basis, the Player Development Manager allocates high potential guests to individual hosts. The host has 90 days to qualify the player. Because the manager is alerted to the status of a player who is not pacing sufficiently, they can coach the host, or reassign the player if needed to assure success in activating the player before they are lost.

Contact Amy at via email at ahudson@harvesttrends.com or at 304.218.1265 to learn more, or read her blog on setting casino host goals. In the month of December, you can have a free test drive to get a Head Start on 2014!

For the first time, casino hosts can have the infrastructure to actively manage their book of business and take proactive steps to meet and exceed their goals!

The Daily Action Plan is innovative in 3 important ways:

1) The innovation for the host is the “push” of relevant actionable information directly to the individual on a daily basis. Rather than wasting time  hunting and pecking through disparate computer programs to find the information they need, the host uses their daily action plan as a road map on which players to contact today.

2) The daily action plan defines “relevant and actionable” in the context of their specific host goals. A host doesn’t have to refer to a spreadsheet to see their goals and pace. Harvest Trends tells the host which coded players need to be contacted because they are ahead or behind their relevant goals in terms of play, trips and expenses. The host has a context for each call; because players are categorized by type based on the property’s objectives.

3) The innovation for a Player Development Manager is the daily opportunity to monitor and coach the host team to success based on individualized results before it is too late.

Contact Amy at via email at ahudson@harvesttrends.com or at 304.218.1265. In the month of December, you can have a free test drive to get a Head Start on 2014!

Coaching a Host to Success

Coaching a Host to Success is a unique 1:1 coaching program that helps the Manager to coach a host to success. Do you have some hosts that beat their goals and others that under-perform? This program takes you through the detailed steps of addressing and improving casino host performance with practical management experience and based on detailed metrics that you just don’t have the time to prepare. In addition to improving host performance, you will learn new tips and techniques to enhance your own effectiveness as a manager.

HostGoals

Sign up for this 1:1 Coaching program for managers of Casino Hosts. The program is delivered by phone and/or Skype. The charge is an hourly rate and the program follows this structure but is adjusted to your specific needs:

Assess (8-12 hours)

  • Send host goal achievement and summary of disciplinary history, if any
  • Include summary of hosts’ interactions with guests and co-workers
  • Meet with consultant and begin to talk about strengths and shortcomings

Recommend (16-20 hours)

  • Determine action to take with host and draft plan agreement
  • Sit down with host and discuss plan, ask host for input
  • Finalize document and get signatures; communicate 360 degrees

Implement (16-20 hours)

  • Use agreement as guide; set 6 (min) weekly one-on-ones with host
  • Print host pace for goal and discuss with host weekly; ask for ideas
  • Write notes and sign at end of weekly meeting to document discussions and progress

Monitor (3-6 hours)

  • Determine at end of agreement period whether new agreement is needed or if host has made sufficient improvement
  • Draft new agreement and repeat Recommend and Implement steps -OR-
  • Finalize original agreement, compile all follow-ups, sign and file

Contact Amy Hudson at 304.218.1265 or ahudson@harvesttrends.com for a confidential discussion without obligation. Or learn more about Amy’s style and experience via her blog at http://casinoplayerdevelopment.wordpress.com

Advanced Goal Setting

Setting goals for casino hosts is both an art and a science. The creative side of setting goals is to think outside of the box and create a program that incents each host to focus on the activities that will bring results to the bottom line. The scientific side of setting goals is to create a measurable program with supporting assumptions and metrics, and without any loop holes!

HostGoals

Sign up for this 1: coaching program for casino managers. The 1:1 structured coaching is delivered by phone and/or Skype, and includes free use of the HostMAPP toolkit for the duration. The charge is an hourly rate and the program follows this structure but is adjusted to your specific needs:

Assess (8-12 hours)

  • Send file containing current and past goals for 9-12 months
  • Include level of achievement and bonuses paid, if any
  • Evaluate current goals and achievements
  • Review the market and Club
  • Find trends and look more closely at what can be done to capitalize

Recommend (22-26 hours)

  • Assess the balance of emphasis on acquisition, reactivation, retention and growth
  • Discuss trending and determine whether all hosts are performing acceptably
  • Determine whether changes need to be made for individual hosts or subgroups
  • Find opportunities for revenue growth and write plan

Implement (24-28 hours)

  • Run the numbers, code players
  • Establish new target revenues
  • Build individual and team metrics to achieve new targets
  • Establish plans and goals; communicate 360 degrees

Monitor (3 hours, then 1-2 per follow-up)

  • Determine timeline for follow-ups with hosts (handled by property leaders)
  • Determine timeline for follow-ups with consultant
  • Arrange for follow-ups and schedule data reviews
  • Set long-term milestones for reviewing progress and growth

Contact Amy Hudson at 304.218.1265 or ahudson@harvesttrends.com for a confidential discussion without obligation. Or learn more about Amy’s style and experience via her blog at http://casinoplayerdevelopment.wordpress.com

How do I set up and track Casino Host Goals? (part 4 of 5)

NOW, it’s time to measure the team’s progress.  You went to all the trouble to set the goals, and now in order to coach the team to achieve them, you must track and keep the team aware of their pace.  Each week, when you have your team meeting or one-on-one chats with the hosts, ask each one for their own view.  Discuss metrics that are behind pace and whether or not the theoretical goal is trending well.  Suggest keeping a maintaining eye on the goals that are trending ahead of pace.  Talk about some strategies she can use to get caught up, and how she can keep building momentum to surpass her goals and make super bonus.  Ask about problems or concerns, and repeat.

As you work your way through the quarter, take some time to look at the structure of your program and decide if you want to make changes later in the year.  Some examples of things to consider: individualized metrics for each host, custom built to play to their strengths; establish two sets of goals, one each for reactivation and acquisition; adjustments to the bonus payout qualifications; or even including club reps or slot attendants in the sign-up effort and paying them small bonuses at certain levels of achievement.

Patterns are likely to emerge from your results each week.  Dig in to determine whether particular zip codes hold higher percentages of your better players and mine there for players who have more potential than you thought.  Look more closely at what kinds of personalized host offers or events drive the most revenue for the least reinvestment.  Have the hosts close the feedback loop by bringing guest concerns or suggestions to you.  Then work with hospitality operations to change food at VIP events, offer smoother hotel check-in, and address other amenities and conveniences which can keep your best players coming back for more.  Track what you do and how well it works so you and your host team have an arsenal of the tried and true to deploy when numbers aren’t where you need them to be.