Beau Rivage Biloxi Casino Hosts
Beau Rivage Resort & Casino. Jan 2018 Achievement: Beau Rivage Resort & Casino - Casino Marketing Department nominated for the 2017 Chairman’s Service Excellence Award for Quarter Four.
Beau Rivage Biloxi Casino Hosts List
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Can you name your casino host or have you even made contact with one? Players can plan trips to their favorite casino, take care of the money they will need, what shows they may want to see and where they will dine, but many overlook an important step by not contacting a casino host.
Hosts can help make a trip more enjoyable because they know the ins and outs of their casino: Itâ??s their job.
As Freddy Frick, a very outgoing and experienced host at Gold Strike Casino in Tunica, said, â??By developing a good relationship with a host where you play regularly, players can save a lot of money through comps for food, rooms, entertainment and other perks. However, this important step is often overlooked.â?
On a recent trip to Pearl River Resorts in Choctaw, Miss., casino host Rudy Larson provided me with an unexpected source of help that was extremely beneficial. Following a physically challenging golf tournament, I, an aging hacker with a cranky back, found myself unable to walk the next morning and was forced to crawl to the phone. A call to Larson provided instant relief when he made sure a valet came with a wheelchair and packed my suitcase. Larson even offered to drive me home, but I was able to take care of that myself. I remember thinking, â??Now thatâ??s what I call service.â? Hosts handle a variety of issues from booking trips to providing comps.
Many players mistakenly think you have to be a high roller to have access to a host. Smart hosts seek to develop friendly relationships with all levels of players, from nickel slot players to blackjackers popping $500 a bet. Casino hosts are the soldiers in the trenches while the marketing managers they report to are constantly researching ways to bring players to their respective casinos. The hosts are the front-liners and are important to keep players coming back by making sure their needs are taken care of while in-house.
However, good hosts must also have a business sense, as they are often called on to make on-the-spot decisions regarding comps and issuing of credits. This can be a delicate task because some players expect a lot more than they earned. Remember, though, that while the hostâ??s job is to please the player, they are also accountable to the marketing manager, and a good host can stave off a bad situation with tact and reasonable alternatives that still meet the needs of players.
If you have never worked with a host, it is not difficult to find one and establish a friendly support relationship. Before your next visit, call the casino and ask for the host desk and tell them you are planning a trip and wish to have a host assigned to your account. They can help you with reservations and other trip plans before you arrive. They might also help you find a less expensive room by issuing you a casino rate. Remember, it never hurts to ask.
Beau Rivage Biloxi Casino Hosts
When you arrive, meet with your host. Getting a cell phone number in advance is a great help as hosts live and sleep with their phones. Ask for their business card as well. If you donâ??t have a playerâ??s club card for that particular casino, get one right away and use it faithfully in all playing situations. The points you pile up on the slots and tables go a long way when determining your comps. Slots record your play automatically, but you may have to request the pit boss to rate your table play, as it is more difficult to automatically track.
To understand the perspective from a hostâ??s side, here are some insightful observations from a sampling of hosts at casinos in the circulation area of Southern Gaming & Destinations Magazine.
Freddy Frick
Gold Strike Casino Resort (Tunica, MS)
1-888-24-KSTAY â?¢ GoldStrikeMississippi.com
â??We are guardian angels for our guests. We look over their shoulders and are someone to interact with the comp and credit gods. We are chameleons who always know how to speak and act on different situations and personalities. It might mean taking them to church or accompany them off property.â?
Most unusual request: Last May, a high roller requested to attend an NBA game in Memphis and also asked that Freddy and his wife join him. The weather forecast was grim with severe tornado warnings, but the player insisted it would be no problem and all would attend. Riding to Memphis in a limo, the group ran into tornado activity and it turned into a scary ride. The guest had thoughtfully brought along a bottle of Alabama moonshine, and the rough weather was soon forgotten as the limo arrived safely.
Jean Wilson
IP Casino Resort Spa (Biloxi, MS)
1-888-946-2847 â?¢ IPBiloxi.com
â??We have knowledge of special events and perks and can help guests with that information, as well as with comps. I manage a list of more than 300 VIPs, and that requires versatility, organization and a business-like approach for guests who expect first-class service.â?Most unusual request: â??A guest requested to have us put a lady in his hot tub as a birthday gift. We did, but it was an inflatable lady he found waiting for him. He loved the joke.â?
Jill Overton
Horseshoe Casino & Hotel (Tunica, MS)
1-800-303-7463 â?¢ HorseshoeTunica.com
â??Itâ??s important to have a host contact established so the player knows someone personally and feels at home. Plus, we build relationships with each player, so we know what each one wants. Being a patient and considerate listener strengthens the relationship.â?
Most unusual request: â??A player wanted a limo for her son so he would have a special day when he got out of jail. We responded with humor.â?
Jimmy Sullivan
Harrahâ??s Tunica
1-800-946-4946 â?¢ HarrahsTunica.com
â??A host is a guide to the casino experience. It is a playerâ??s one-stop-shop for all their needs on the property and for amenities. We are advocates and a person they can go to for any issue. Some other advantages to having a relationship with a host is that we pay personal attention to the needs of the players and anticipate requests prior to being asked. Remember that all guests are different, but good hosts know as much as possible about their players.â?
Most unusual request: â??A player requested the room next to his be filled with cat litter for his cat. We filled the bathtub with cat litter, and everybody was happy.â?
Lynda Favret
Beau Rivage Casino Resort (Biloxi, MS)
1-888-750-7111 â?¢ BeauRivage.com
â??A playerâ??s host is the gateway to the best customer care a casino has to offer. We are charged with providing our guests with extraordinary care while being professional, compassionate, kind, attentive, consistent and, most of all, honest.â?
Most unusual request: â??After Hurricane Katrina, I was transferred to Las Vegas while waiting for Beau Rivage to re-open. I player called to tell me he won millions in the Florida lottery and his dream was to walk into a casino with $100,000 in cash to play any game he wanted. After congratulating him, I invited him back when the casino was open again. He did so and is a loyal guest today.â?
Arletha Gilmore
Hollywood Casino Tunica
1-800-871-0711 â?¢ HollywoodCasinoTunica.com
â??A host connection is very important for a player as we give them direct and personal contact, which in turn gives them better service. Attention to guests is a priority at Hollywood Casino and an area that is particularly important in the one-on-one interaction we provide. We want them to remember our service and return for more visits.â?
Most unusual request: â??A guest requested I contact another player who was â??passing gas.â?? She asked me to go smell out the situation and ask him to leave. Humorously, I told her I did not want to do that and advised her to just walk away if he returned, as I could not ask him to leave the casino for â??passing gas.â??â?
Debbye Miles
Sheraton Casino & Hotel Tunica
1-800-391-3777 â?¢ SheratonTunica.com
â??I believe patrons like to have the one-on-one personal contact and the extra attention we strive to provide. Win or lose, I want them to be able to say they had a winning experience. We also learn what the players like or dislike and are here to assist them with any special issues that may arise. We want them to feel special.â?
Most unusual request: â??A player brought me a pay-out request that he had handwritten for $400,000. He fully believed we should pay this. I notified security and maintained a friendly conversation with the player until security arrived to take charge. This was a good laugh when all was said and done.â?
Tom Law
Isle Casino Hotel Biloxi
1-800-THE-ISLE â?¢ IslesofCapriCasinos.com
â??As a host, I provide an elevated level of service, personal invitations to events and shows, friendship and â??special touchesâ? during their stay at the Isle. I also like to meet and greet players on arrival and see them off at departure. All of these elements are important to players and more than reason enough to work with a host.â?
Most unusual request: â??Iâ??ve seen it all over the 18 years Iâ??ve been a host. I have done everything from the easy things like planning birthday parties for playersâ?? children to flying in barbecue from Kentucky on chartered airplanes. Requests are never an issue, but filling them sometimes is not easy. â??Keep them happyâ? is my motto.â?
Joe Cindrella
Belterra Casino Resort & Spa (Vevay, IN)
1-888-BELTERRA â?? BelterraCasino.com
“I enjoy people and forming personal relationships with customers. At Belterra, forming a relationship with a host might include bonding outside of the casino, at football games, baseball games, car races, concerts, the Kentucky Derby and this past year at the Ryder Cup. It is important from a customer perspective to connect with a host so they have a point of contact at their property of choice. Most casinos hold rooms for their better customers, so a player may have to go through a host when they need a room, especially on short notice. This also applies to tee times for golf, restaurant reservations, spa appointments and ticket to events at the property. In addition, any good casino host will make it a point to keep his/her players informed of upcoming shows and events so they get the maximum return on their casino play.”
Most unusual request: The life of a casino host also brings some bizarre and unusual requests at times. Recently, we had a customer who tried to double their life savings to pay off their mortgage. It didnâ??t quite work out as they planned, so they wanted a â??do overâ?, and the customer was actually serious.
Written by Rudi SchifferÂ
Rudi Schiffer is a former Associated Press editor and feature writer who currently hosts the 14-year old â??Goodtimesâ? radio show for Mississippi Casinos. Known as â??The Voice of Tunica,â? he is also a columnist for Jackpot Magazine and contributes articles to CasinoCityTimes.com.