Insights on Promoting Casinos from a High-Roller Perspective
In an article by Dennis Conrad on CDC Gaming Reports, George, a long-standing VIP casino player for over 20 years, shares his key recommendations for improving the VIP casino player experience. With a monthly gambling budget between $1,000 and $2,000 and visits to over 100 casinos worldwide, George's insights are rooted in extensive industry experience.
George emphasises the need for casinos to understand VIP players deeply, acknowledging their diversity and unique interests. He advocates for a move away from one-size-fits-all approaches and towards customised incentives and experiences that align with individual VIP preferences.
One area George finds concerning is the role of hosts, who are paid and given bonuses based on their ability to get VIPs to spend more money. He suggests that hosts should be trained to respect VIPs' time and preferences, speaking to them in easily understood language and avoiding interrupting them while they're playing.
George values the VIP perks he receives, such as VIP parking, exclusive events, and the ability to turn his accumulated VIP comps into free play. However, he feels that VIP lounges have either been removed, had hours reduced, or have made the free food and beverage options so weak that VIPs feel insulted. He suggests that casinos should enhance the ambiance and comfort of VIP areas to make players feel valued and special.
George also recommends utilising detailed data analytics to better understand VIP behaviour patterns and refine service strategies accordingly. He suggests that casinos should stop using the term "player development" and instead focus on creating meaningful relationships with VIPs.
When it comes to services, George frequently uses hotel, restaurant, and bar services at casinos and occasionally the spa. He suggests that casinos should ensure that VIP lines at various outlets in the casino provide a VIP experience. He also finds it uncomfortable when hosts try to fill shows at the casino by contacting VIPs.
Occasionally, George's wife joins him at the casino. He enjoys playing blackjack, craps, and video poker, but occasionally plays slots when he's winning and doesn't mind blowing a little bit back while playing next to his wife.
George's recommendations underscore the importance of both operational excellence and genuine human connection in elevating the VIP player experience beyond transactional interactions. He suggests that casinos should stop sending him communications about the "new and improved players club" if player benefits have been reduced, and should stop strong-arming and hustling VIPs.
In conclusion, George's insights provide a valuable perspective on how casinos can improve the VIP player experience by focusing on personalised service, enhancing the ambiance of VIP areas, and fostering strong, long-term connections between casino hosts and VIP players.
George's recommendations expand to include improving casino-and-gambling experiences for VIP players. He suggests casinos should offer casino-games tailored to VIP preferences, and hosts should be trained to communicate effectively with VIPs. Furthermore, he advocates for enhancing VIP lounges and ensuring smooth VIP service across all casino outlets, such as hotels, restaurants, bars, and spas.
