Is Speed Of Service Becoming More Important Than Service Quality & Efficiency In A Busy World?

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Is Speed Of Service Becoming More Important Than Service Quality & Efficiency In A Busy World?
Laura Eyles
/ Categories: Issues & Trending

Is Speed Of Service Becoming More Important Than Service Quality & Efficiency In A Busy World?

The digital revolution has led to a convenience revolution where customers expect to push a button and get immediate service

After the introduction of the mobile phone, the digital revolution has led to a convenience revolution where customers expect to push a button and get immediate service. Along with that convenience comes a hunger for speed, with consumers now hating to wait for anything.

So, is it service speed or service quality that’s important?

 

In clubs and hotels it tends to be both…. even when players are impatient and want fast service, if the order is wrong or the coffee is cold it’s the quality of the service they remember, and the pleasant staff that can smooth over the issues.

 

So if speed, and efficiency of service as well as pleasant staff are the main indicators of both a positive and a negative experience in your venue, here are three approaches for managing these separate issues on the gaming floor:

 

Apply a time benchmark for gaming service: A time benchmark needs to be based on the size of the gaming floor and also to the average order type.

 

Identify and Measure: By adding in a time benchmark for service you are easily able to measure any improvements and identify any areas of the floor that slow down the time staff take to serve a customer.

 

Update your Technology: The only way to get both faster service and more efficient service is by improving processes and you can only achieve that if you have the data and information to work with when investigating fixes. If your paging system doesn’t give enough detail maybe it is time to look at alternatives.

 

For the best practice skills to manage gaming floor service and speed, Barringtons VIP Host Management Program combines accredited and non-accredited training to suit those already working in the club or hotel industry and is ideal for upskilling the following roles:

 

  • General Manager or CEO
  • Operations Manager
  • Gaming Manager/Coordinator/Analyst
  • Membership Manager/Coordinator
  • Loyalty Program Manager/Coordinator
  • Duty Manager/Supervisor with gaming/customer service portfolio
  • Gaming Team Leader/Customer Service Team Leader

 

Barringtons has over 25 years of experience delivering registered and nationally accredited training to organisations and individual professionals across Australia. Learn more here.

 

Source: https://the-drop.com.au/is-speed-of-service-becoming-more-important-than-service-quality-and-efficiency-in-a-busy-world-2/ 

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