Are you confident your team understands the service requirements of gaming patrons? Are all staff aware of the differences in expectation between gaming and bar guests? Does your team appreciate guest privacy – and the fact that one service lapse has the potential to lose a customer forever?
Unfortunately for many operators, the answer is no. However, thanks to online service training from Time To Impress, pubs, clubs and hotels now have a solution that ensures all staff are prepared for the unique needs of their gaming guests.
Time To Impress’s comprehensive courses include the importance of privacy, conflict resolution and common mistakes to avoid in order to deliver great customer service. Hosted online, this training offers a quick-to-implement program with easy access for teams, plus live reporting of staff progress and performance data for management.
With content produced in partnership with CMAA hall-of-famer John Anthony, Time To Impress is already being used by Australia’s leading venues:
- “Time To Impress condenses some of the key facets of working in gaming and hospitality into memorable bite-sized training that anyone can absorb. Its gaming service program channels the knowledge and passion from the best minds in our industry into entertaining modules that result in more informed and engaged staff. Highly recommended” – Daniel Grady, COO, Wests Group Macarthur.
- “Time To Impress has really helped team members who perhaps didn’t understand how or why gaming guests want to be looked after in a particular way. This kind of awareness is crucial – there’s too much risk of losing customers if you get it wrong. As a result, Time To Impress is now mandatory for all Merivale staff that interact with gaming guests” – Pete Beckwith, Gaming Manager, Merivale.
- “We launched Time To Impress initially with senior leaders. Now all frontline staff are being enrolled to drive consistency of service across our venue. The content and execution is perfect, and it’s great to see how our staff have reacted to the fundamentals of gaming service. We’ve had so many ‘I’ve always wondered about that’ moments” – Matthew Biviano. Gaming Manager, Club Marconi.
- “Time To Impress produces the only quality gaming training available. Its Gaming Appreciation course is a 45-minute introduction to customer service in gaming with a particular focus on guest privacy. Using practical examples based on real life situations, the course is taught entirely through video and is very engaging” – Matthew Lyons, Learning & Culture Coordinator, Bankstown Sports.
As Time To Impress’s Content Director John Anthony explains: “Let us help transform the culture of your team on the gaming floor. Our courses deliver immediate impact to eliminate the service errors that are commonplace in gaming service.”
Pricing starts at $200 per month for a standalone pub (unlimited staff), with further tiered pricing available for clubs and groups (based on staff and outlet numbers). For Australian Hotelier readers, Time To Impress is also offering a special discount: fill in the enquiry form at timetoimpress.com.au using the code “ONEFREE” to claim the first month of your annual subscription for free.