Getting To Know Casino Patrons and Capturing More of Their Spend
April 26, 2022
This year is on track to be a record year in gaming revenue, and your property needs to be first in line to capture that guest spend. There are several technology solutions available today to help casino resorts build player and guest profiles to help personalize their visits and encourage them to spend more money at your property. Make sure your team members have the tools in place to help them know your guests, anticipate their preferences, and provide the best service possible.
Why is it important for my property to create player or guest profiles?
Creating a guest profile is an important step in building player and patron loyalty. U.S. gross gaming revenue topped $53 billion in 2021, 21 percent more than the previous record year in 2019. While 75 percent of 2021 Las Vegas visitors gambled during their visit, many also spent their money on other activities, entertainment options, and services. By learning about your guests, you can provide them with customized options, elevate their experience, and give them a reason to stay on property.
Gaming properties around the world need technologies that help them predict behavior and anticipate preferences in order to capture as much of their spend as possible. By implementing the right technology solutions, casinos and hotels have a better understanding of their guests and their behavior and can give them several reasons to visit, stay longer, and spend more money on-site.
What technologies do we need to create and manage profiles?
Before the player or guest even enters your property, you have the opportunity to learn more about them. By starting with the booking process, guests and players can customize reservations all over the property; they can book hard-to-get show tickets, reserve a table at one of your restaurants, reserve a specific seat in an area of the casino, and pre-select activities and services available at your property. By implementing a customizable set of robust technology solutions, your property can add information to the guest or player profile at every touchpoint, whether it be during booking, when checking in, while shopping, or while ordering food and beverage on the casino floor. Once your property begins to build a profile, a digital marketing solution can help reach out to the guest prior to their next arrival with special offers, during their stay with upgrade options and service availability, or after their stay to thank them for their patronage and encourage them to return.
When properties offer solutions like mobile ordering and contactless payment, staff members are able to reach the guest where they want to be – whether they are on the casino floor, at the pool, or in the spa. By integrating multiple systems on-site, from property management to booking, to point of sale and guest service, casinos and hotels can further elevate service, exceed player and guest expectations, and capture more of what they have to spend by keeping them on-site.
How will these profiles benefit our players and guests?
Everyone loves personalized service, and at casino properties, there are myriad opportunities to create fun and exceptional experiences. From various gambling options to extraordinary entertainment, to luxury spa services and unique fine dining, casino resorts provide players and guests with experiences they can’t get at home. Properties can communicate the services, activities and amenities on-site, and guests can have access to booking online or through the property’s app. Guests can choose how they want to interact with the property and help personalize their experiences through their selections.
What are some of the other effective solutions to help capture more of the player’s or guest’s spend?
- Booking Solutions
- Digital Marketing
- Point-of-sale (POS) Solutions for F&B and Retail
- Mobile POS and Contactless Payment Options
- Table Reservations Solutions
- Sales, Catering and Event Management
- Kiosk Ordering
- Activities Management
By getting to know your guest, creating rich profiles, and using them to personalize their visit to your casino property, you will see increased revenue as they will prefer to stay on-site. Make sure your players and guests want to spend their money at your property and not down the street. Partner with a technology provider that understands the gaming industry, knows how to use technology to learn about your guests, and can help you capture more of their spend.
To learn more about the Agilysys solutions for gaming properties, please visit our team at the event below:
Ninth Annual Tribal General Manager & Casino Executive Exchange
May 16-17, 2022
Native Nation Events
Royal Sonesta Hotel in New Orleans, LA