Blasted my host (in the nicest kind of way)

Post by **BillyJoe** » Fri Apr 18, 2014 12:03 pm

Well, I realize I am a new poster here, but hoping to hear some response to my question in my first post in this thread. It' s okay, I'll ask it again.

How do you all interact with your hosts? Is it usually by phone call or email prior to an upcoming visit? Do you meet with that host again once you are on property? Do you visit with them at departure?

I ask because the sense I am getting from above posts is that your hosts are the common enemy, or in an adversarial relationship with you all.
Or, that your interactions are typically negative experiences.
Just curious, how would you all characterize your host, if not adversarial or incompetent?
I apologize, Doug. It was not my intent to ignore your question. I can only respond on the CET host situation from my perspective.

I live in FLA, so for Vegas communications, the 3 time zone difference mean text or EMail. In Vegas, I could have as many hosts as there are properties, but I only work through the Caesars' host, since that is where I stay. My previous Caesars' host, who was fired, was very attentive to me, and was always VERY frustrated, as was I, with hotel ops. During my stays, he would always spend time, in person, with me at some point in my stay.

My new Vegas host, who is a Director of Player Development, is more of a 'behind the scenes' operator. I have met, in person, with him once during my first visit, but other times, it is texts and EMails. I, personally, don't mind, as long as he gets the job done.

At other CET locations, such as Joliet and Cherokee, I have a host at each location that I use when I visit. That communication is almost exclusively EMails.

The only recent location visit where I received true hands-on treatment from a host was Reno. The host pre-registered me in my room, met my limo at the entrance, handed me my key, and as he walked with me to my room, he had a notepad with a list of the agenda items arranged during my stay. He then asked if there was anything to add or change. On my departure day, he called me to confirm my airport limo, and asked what else he needed to do before I left. It was really nice.

From my experience, CET host interaction is location and personality specific.

Post by **olds442jetaway** » Fri Apr 18, 2014 1:20 pm

Roveer, ummmm, you misspelled illiterate. But I share your concern for the rapidly disappearing respect for the spoken or written word. Texting and e-mailing and social media have wiped out the English language. Within a few generations 1st grade teachers will be teaching their students to spell the word "you" as "u".
My wife is a first grade teacher and you would not believe the mandates coming down from the Feds, State, locals, etc....like common core...and on and on. Forget math. The new so called math is nothing like we all learned. They don't even want the kids to have lessons on money with actual coins learning the differences, how 10 pennies add up to a dime and on and on. My/our opinion is the education system we grew up with is slowly being destroyed. Why do you think the cash registers have pictures on them instead of numbers?

Post by **olds442jetaway** » Fri Apr 18, 2014 1:42 pm

Getting back to questions about hosts, at least at Mohegan Sun in Ct. for the most part level 3 players no longer have assigned hosts and their casino marketing department has all but disappeared. They have vip services for questions and reservations and a pretty good web site where everything is in front of you. it works most of the time. You can ask favors of the casino hosts or the higher executive hosts, but most of the time they will just go on the computer and go by what that tells them which would mostly mirror what you could see yourself on their web site. I know the director of player development who is a gentleman and really nice guy, but like most managers will buck problems or requests to his subordinates. That is to be expected. He will always email you back though and will always follow up on any problems or concerns. I also find the concierge staff in the hotel to be extremely helpful on the little things and they will go out of their way to decorate your room for a special occasion, have a cake or balloons sent up and so forth. I find it just pays to be nice to everyone no matter how high or low ( without being a wimp about it) and things at least for me will be fine.

Post by **roveer** » Fri Apr 18, 2014 2:29 pm

Roveer, ummmm, you misspelled illiterate. But I share your concern for the rapidly disappearing respect for the spoken or written word. Texting and e-mailing and social media have wiped out the English language. Within a few generations 1st grade teachers will be teaching their students to spell the word "you" as "u".

You’ve got
me dead to rights on that one. I’ve been using a few newer message boards that
have built in spell check so I’m starting to get lazy.

Post by **roveer** » Fri Apr 18, 2014 3:28 pm

Well, I realize I am a new poster here, but hoping to hear some response to my question in my first post in this thread. It' s okay, I'll ask it again.

How do you all interact with your hosts? Is it usually by phone call or email prior to an upcoming visit? Do you meet with that host again once you are on property? Do you visit with them at departure?

I ask because the sense I am getting from above posts is that your hosts are the common enemy, or in an adversarial relationship with you all.
Or, that your interactions are typically negative experiences.
Just curious, how would you all characterize your host, if not adversarial or incompetent?

Post by **Tedlark** » Fri Apr 18, 2014 5:53 pm

So DaBurglar you go back to casinos where you REGULARLY lose just because of the, most likely, minimal bounceback offers you get in the mail? Mr. Common, please allow me to introduce you to Mr. Sense.

Post by **BillyJoe** » Fri Apr 18, 2014 8:51 pm

As a reply to Roveer's post (very good, by the way), I learned early in my career that you can only do two things with a problem - fix it or escalate it. I am NOT a big player in Vegas, but I have a personal relationship with the CET Vegas Host Manager and the President of CET/Vegas. I will give a host, or anyone else, an opportunity to fix something when it breaks, but I only have so much patience. I do not tolerate 'repeat offenses'. If I see a pattern, I make sure that the highest level that I can reach is aware of the pattern, and is not shielded from it by several layers of managers and VPs. I can honestly say that, on every occasion that I have raised an issue to a high level, that person was very appreciative, saying that they would have never known about it from their own people.

I never want to get someone fired, but if you choose to be in the hospitality industry, and I have earned some stature through my play, I expect results, not apologies.

On the point about the Circus tickets, there are 'hard' comps and 'soft' comps. Rooms, food, beverage, limos and even FreePlay are all 'soft'. Something where CET has to write a check to an external entity is a 'hard' comp. While the value is small in relation to play, CET rarely gives out 'hard' comps without securing several sign-offs.

Post by **DougJ** » Fri Apr 18, 2014 9:47 pm

Thank you everyone here for the great, detailed responses.
Since I don't play at CET properties at all, I was curious about how the host situation worked with them, as well as hosts at other places like Mohegan or Foxwoods.

In my opinion, it seems there is a common thread: that many hosts just don't know how to do their job (except for a few select hosts mentioned in this thread.)

However, in my opinion, the entire hospitality industry just isn't what it used to be. Now, being middle aged, I can remember the days when hotel front desk clerks were pleasant and polite. Lately, I find many hotel staff who are either disinterested or annoyed that I am interrupting their stand-up siesta because I want to check in to my room.

Back to hosts specifically: I agree with roveer that some hosts just don't care. They may not even KNOW what good service is. I think everyone would appreciate having a host like the one billyjoe has in Reno . . . the personalized treatment that leaves the player feeling like their business is valued.

Here is what I have personally experienced in our years of visiting Vegas exclusively: up until two years ago, we had hosts at both Strip and downtown properties, and most of them were just okay. Like mentioned in this thread, it felt like WORK, just communicating with them.

So, we visited a "locals" casino. We think we have scored the equivalent of a dealt royal flush with our host. This person is "old school Vegas." Answers their cell phone, replies to emails the same day, usually within an hour, and their word is gold. I never have to ask twice.

I also wonder what is the hosts' perspective of US, the players? Because, once I sat in a players' lounge, where hosts were present, and it SEEMED like every single sentence coming from a player began with the words "I want . . " No exaggeration. It was a constant barrage of I want or I need. I think roveer mentioned this above, that maybe (to a host) it feels like constant badgering.

Everyone's posts were very insightful, because even though none of us want an "us vs. them" attitude with our hosts, it seems to me that really THEY just don't get it.

Post by **Tedlark** » Fri Apr 18, 2014 11:41 pm

DougJ you bring up an excellent point when you mentioned that every sentence coming from a player's mouth began with:"I want." Experienced players, and people with good old fashioned common sense and manners would usually start their sentence off by saying something like: Please can you, or Would it possible to, or something to that effect. Sometimes those types of "demanding" people get shuffled to the back of the line because of their own actions more than anything else.

Post by **damule** » Sat Apr 19, 2014 9:46 am

[QUOTE=DougJ]Well, I realize I am a new poster here, but hoping to hear some response to my question in my first post in this thread. It' s okay, I'll ask it again.

How do you all interact with your hosts? Is it usually by phone call or email prior to an upcoming visit? Do you meet with that host again once you are on property? Do you visit with them at departure?

I ask because the sense I am getting from above posts is that your hosts are the common enemy, or in an adversarial relationship with you all.
Or, that your interactions are typically negative experiences.
Just curious, how would you all characterize your host, if not adversarial or incompetent?
<?:namespace prefix = o ns = "urn:schemas-microsoft-com

office" /><o:p> </o:p>Take
this thread with a grain of salt. I probably overreacted with some of my
language and characterizations. But it is not without merit. I've been visiting
Harrah's AC for the better part of 3 years. I very seldom make requests of my
host. I usually communicate via text, sometimes email and sometimes phone call.
I do like to see my host occasionally and have taken to reaching out more for
face to face interactions. I do not dislike my host but find their level of
attention and the ability to resolve my customer services challenges disappointing
at times. You can only accept apologies to a point. When it becomes so common
place or is used as the remedy itself it is no longer acceptable. I
basically request that they obtain my rooms, occasionally book a dinner
reservation and that's pretty much it. I have on only one occasion asked for
free play and rarely ask for much else. Mostly, I want to come, relax and play.
So in those 3 years I've been put in incorrect room types probably 15+ times.
I've had my host changed 3 times without any communication. When my host is
changed I'm never notified, I find out by getting no response to emails or
texts. No explanations, just assigned to the next host. I've been left standing
in hotel lobbies with my family on 2 occasions because my host completely
screwed up the reservation. Both times, we were left without any equal
accommodation and left to find another property in which to stay. On one of
those occasions when I asked my host to "fix the problem" I never
even received a phone call back. We found our own way to another property. I've
had an experiences with no call backs, no email replies. There were 2 occasions
where we asked our host to do something special and get us tickets to the
Circus in AC. No can do. On another occasion we asked our host to get us
tickets to a concert in AC, again, no can do. The biggie and most recent scandal
was the drunken host incident where I went specifically to AC to meet with my
host to discuss face to face a big screw up and when I got there she was
avoiding me. I came to find out she was blasted drunk and when I tried to speak
with her, I got "what's your problem, don’t' you know how good I am at my
job", complete with slurring speech, spittle and wobbly walk. Eventually
her co-workers had to pull here away and take her in the back. I am now
assigned to the executive in charge of hosts, and while he's a much more
polished guy, still repeats the anthem of , so sorry, our apologies. Now look,
there are times that things just happen. I can't blame anyone for these types
of things. Some will try and turn every little problem into a big deal and want
"compensation". They make it sport. I'm not that guy (although I'm considering becoming that guy as that might just get their attention). What troubles
me are the problems that continue to repeat themselves 3+ years later and the
fact that after 3+ years I am no better understood by their system than the guy
who just got his first players club card. Again, for perspective, I'm a level
IV 7 Stars member. Should I really be getting turned down for 200 dollars in
circus tickets? Understand
that for me at least I don't look at my host as the enemy, just as someone (and
when I say someone, I don't mean the individual, but rather the entire program)
who really doesn't know what the job of host is all about. I've made the
assumption (in AC at least), that these hosts are so used to everyone just
badgering them for buffet tickets and free play that this is all a customer
wants. No, for some of us, what we want is a working relationship with someone
who knows who I am, knows that I don't ask for much, and doesn't want to be
doted on, but when I do make a request, that it will be fulfilled without
issue. I try to never ask for something that I don't think I'm entitled to, but
I did get a response from a host once that said "oh no, those rooms are
for people who are willing to bet 50k a night". While it wasn't what I
wanted to hear, I at least knew that I was exceeding my boundaries. I did
however stay in that room on 2 occasions. And no, I don't bring 50k to the
casino. All
too often, I see my host's go into apology mode as if it were just part of
their day. This bothers me and brings about the sort of rants that started this
thread because I know the real reason is that they don't care enough to give
truly good service. I'm just one of a 375 ranting people who just want
"buffet tickets for free play". I just assume not have a host if
that's what it’s going to be. Understand that every time I send a letter
outlining my discontent I always include (as I did again this time), my offer
to come in and meet with the departments that created my issue and give them a
full explanation. Rarely do I get taken up on this. I
will tell you that I received in email from the Hotel director saying that my
experience is not representative of the kind of service his department
provides. I will most certainly follow up and meet him personally to share with
him why I have the perspective that I do. This isn't just 1 or 2 challenges;
this is 3 years worth every few trips. I don't know what leads these folks to
thinking that they give great service. Sometimes I think it's the people that
are so happy to have a free room for the 50 dollars in penny play that they say
everything is great even if there is water running across the floor. So
says me..
[/QUOTE]

Hopefully the Hotel Director doesn't show up drunk for your meeting roveer. I was Seven Stars 2007 thru 2009. I found that the benefits provided did not exponentially exceed the benefits the player received at the Diamond level. Therefore, I've moved most of my play to properties that offer better video poker, like Stations. I maintain Diamond level and still get all the freebies I need at CET.

I too received very inconsistent levels of service by CET/Harrahs hosts all over the country when I was Seven Stars. I agree that hosts probably become callous due to the normal beat down of dealing with an undeserving demanding public. The better personnel will treat the better players as they deserve. However, I do believe like with any large corporation, CET pressures their employees to reach mostly unattainable goals and the result is the good customer who doesn't complain quietly defects away.

Video Poker Forum

Blasted my host (in the nicest kind of way)

Re: Blasted my host (in the nicest kind of way)

Re: Blasted my host (in the nicest kind of way)

Re: Blasted my host (in the nicest kind of way)

Re: Blasted my host (in the nicest kind of way)

Re: Blasted my host (in the nicest kind of way)

Re: Blasted my host (in the nicest kind of way)

Re: Blasted my host (in the nicest kind of way)

Re: Blasted my host (in the nicest kind of way)

Re: Blasted my host (in the nicest kind of way)

Re: Blasted my host (in the nicest kind of way)

Popular Video Poker Games - Click to Play Now!

Popular Keno Games - Click to Play Now!

Free Contests - View All

Improve Your Video Poker Skills - Click to Learn More Now!

Can't Find What You're Looking For? - Click to Get Help Now!

Elevate Your Play By Upgrading Your Membership