Discussion in 'Comps' started by sco5123, Mar 21, 2014.
What are the signs of a good host? What are the signs of a bad one?
Prompt and attentive communication
I have the ultimate bad: emails can go unanswered for weeks. Honestly, it might be one of the reasons we are giving Suncoast a try this trip. So far, he has answered every email the same day.
I wrote the GM after the last email episode and requested a new host and I explained the reasons. I got emails back from 3 different people that same day apologizing, but we are still going to Suncoast this trip.
They reply to your e-mails/phone calls
They don't reply to your emails/phone calls.
It seems this is heavily focused on communication, which is probably the biggest deal. What about offers they get you? last-minute requests they help you with? any personal customer service touches?
They're tied to the system and can only do so much, but if they don't tell you what they can and can't do, and do so in a timely manner, what good are they?
Communication isn't just emailing you back, it's telling you what they can and can't do, what your play is and isn't eligible for, not hiding things and surprising you at the end.
You have to have good communication on all levels
Yes communications is one of the biggest problems with a lot of host. There is nothing more agrevating than not having your calls or emails answered in a timely manner--having to wait a week or 10 days is just not acceptable and once they do contact you many will say okay I will get back to you--then you wait even longer.
I am very lucky as far as hosts in Vegas--my guy from CET is great and we have worked together for about 5 years. He is friendly and fun to talk to and will check to be sure that you don't have any better offers that you were not aware of. He will do what he can to get you what you want and if he can't he will explain why and let you know what he can do.
My host at the Mirage is just fantastic. Have only been working with him for less than a year but he has been able to get me some great comps that go beyond my offers and even stretch things a bit---it seems that the hosts at the MGM propertys have a little more leeway then the CET host have.
So I would say if you have a good host please appreciate them as there are a lot of hosts that in my opinion should not have the job.
I always contact the hosts boss after a trip to let them know what a great job was done.
LOL-sorry didn't mean to make this that long
I agree with the consensus here - responsiveness to emails/phone calls and follow though.
I have/had two long term hosts at two separate MGM properties. In planning for my May trip, I decided to call an MGM property I have never stayed at. I called and spoke to a host, explained I was not ready to book - just exploring options. She was very nice and helpful with the options. Nice up front comp offer. After the call, she send me a follow-up email with her contact info. Good so far...
But then I reply to her with another question - not asking for better up front comps or anything... just a simple question about another option that I forgot to ask her about when we spoke. Dead silence. No further contact to either answer my question or even just to see if I have decided where I will be staying in May. I found this so odd, as I am a desirable player based on what I know they can see in the system.
Next, I call what has historically been "home base" for me in Vegas (another MGM property), but my long term host there left a few months ago and I asked them to assign me to a new host. I spoke with the host and he was also very nice and gave me all the right answers and generous up front comp. At the end of the call, he said he would send me a follow-up email so I would have all his contact info. Good so far...
Never got a follow-up email from him.
Finally, I email my other long term host at yet another MGM property. I assumed he would reply to the email, but he does better and calls me (he already has all my contact info). I am a bit high maintenance up front - not because I am pushing for unreasonable upfront comps, but because I am organizing a group trip and asking about multiple room options... 4 rooms, or possibly 5 rooms. Mostly my comps, but also giving him some of the other's mlife numbers. also cabanas, etc. I know I must be a bit annoying for him.
But he is a ROCK STAR! He has his assistant price out multiple different room options with prices. He follows up with email. Later we text as I let him know I am definitely staying at his hotel (in large part due to the lack of follow-up from the other two properties). And to top it off, the upfront comps he is giving me are unreal - above all expectations.
In the end, they all offered me excellent up front comps, but only one demonstrated the communication and follow-through that I need and expect.
There's only three excuses for a host not replying within 24 hrs max:
1. It's their weekend/vacation/sick
2. They don't work there anymore
3. They're dead
Communication can be an issue in all professions, but in sales (i.e hosts) good communication is something that should really be a hiring prerequisite.
I'd say the sign of a really good host is making you think that they are working for you and not the casino.
I agree, it is all about communication. I don't expect one host to give me more comps than another. I do want a host that will make planning easier/smoother and help me solve problems like extending my stay or changing a reservation. For that purpose, I need someone who is both accessible and responsive.
I can certainly do all of these things myself, but it takes time and can be frustrating. I want a host that removes the time and frustration, not one that adds to it.
In my opinion, what really turns me off with a bad host is when they don't offer you what you know you deserve based on what you can receive at another property in the same chain. I currently have a great Aria host and a lousy Bellagio host. Aria always gives me comps in-line with my play and theoretical loss. I can expect the host to leave a basket of goodies in my room each trip and she usually stops by to visit my machine once a day. Meanwhile, I've tried repeatedly to have my Bellagio host guarantee me something similar to what I'm getting at Aria (SkySuite, $1k freeplay, $300/day food). He can barely guarantee a Lakeview regular room. No freeplay. No food credit. It's his loss since I'm sure my play at Bellagio would be enough to get everything taken care of on the backend...but if he's going to act like they don't want my business then they're not going to get it.
She has all the signs of a really good host....
Just another thought...
I have received many, many comps with the end of it being "Book this with your host". I've been able to book these comps online but one has to wonder how many don't .
I know for a fact I don't rate a host and to me that's no big deal yet I see on messageboards all over on an almost daily basis and even here to a small extent "How do I contact a host?"
Even worse it's posted on some properties websites who to email.
There are people out there who will surf messageboards just like we have here, they will never sign up and will never ever ask a question but they will read and figure they might as well contact a host.
Don't get me wrong but take a look at it from a host's side. They may be absolutely flooded with BS emails and calls (or not) along with other things like a day off.
I do agree that a 3 day wait is acceptable (depending on your level) but a week or more tells me that you either don't rate or that particular host has either bitten off more than he or she can chew.
I would say if you rate a host and you know it then 3 days is time enough.
Bellagio puts themselves on a "pedestal" compared to other properties, including aria.
I have been using the same bellagio host for the last 10 years and I love the property (from previous memories that stuck with me). My host at aria takes care of me (2 trips) better than my bellagio host (10 years).
Last trip when I stayed at bellagio which was last summer, my host did not pick up a single charge after they used my ec's. I averaged right around $800 a hand in bacc and bj.
Last two trips have been to aria and my host has been great and leaving my ec's alone while picking up my charges etc.
Yes she does and i bet almost all the men on this mssg board say the same.
Too bad we all dont have a "good host" lol
I'm jumping on the communication band wagon. I know my host works different hours than me,and also has Sunday/Monday's off - so if I contact her at those times.. I know it will be a few days until she can get back to me. She is prombt. She answers my questions, or the one time I asked for something (ACM Tickets) she said she would have to do some checking.. but came back a day later with a Yes on the tickets.
She has had a cart of wine, cheese and fruits delivered to our room for our anniversary - and on regulary trips, a fruit basket. I am not a big fish, and don't ask for much.. but if I have ever needed an additional room - she sets that up under our name. I have done this twice in 8 trips.
To be honest someone else should be picking up those emails in any of those cases anyway, possibly not if they're off/sick for a day or two but to be honest even on their time off they should either arrange with another host/assistant to cover their emails/calls and do the same for the other host or at the very least set an auto-reply saying they're off until such and such and will contact you then.
That kind of thing is pretty standard across industries especially in something like hosting where as other people have pointed out communication is key and can/will make the difference to people going to one property or another.
I am not a big fish either, certainly compared to some of you on here! Wow! Maybe one day. I agree that communication is key. It is very frustrating not to hear back quickly. I'd give 48 hours with my play. My husband is diamond at CET. Last two years we both were, and did not play it right last year, but probably had enough if we had split the cards right. We go to Vegas twice a year on average, for about a week, and usually stay at Paris. We have had the same sweet host for about four years now. We usually set aside about $500 a day each for gambling. Of course, sometimes that lasts longer than others. I play video poker and slots. My husband plays poker, dollar slots and three card some.
Along with the communication, I also love to be treated like I am special. I love to be greeted at some point during the trip or to get a basket or bottle of wine, etc. in the room. It just makes a difference to me.
When we were there for the Superbowl party, she was not able to get tickets to the party for my friends, but sent a HUGE tray of drinks, wine and sandwiches, chips, etc. for us to enjoy in the room. That was special to me. Also got us meet and greet for tickets we had awhile back. It's little things like this, esp. when we are not big fish, that mean a lot.
Separate names with a comma.