SEVERAL WEEKS ARE in the history books in this still faintly brand new year. As we had hoped and expected, our properties have started the year very strong. It seems an appropriate time for some thoughts on what lies ahead in 2012.
This January marks for us another colorful page in a remarkable comeback story. Station Casinos has looked to improve each and every year since some well publicized rough seas not so long ago. Our most recent chapter is a point of pride for me personally, and for Station Casinos as a whole.
Since emerging from bankruptcy our Team Members have shown a renewed commitment towards service excellence.
Our guests, (both local and non-local), have picked up on this renewed focus on service and we are deeply committed to continuing on this course.
Our aim is to climb this mountain all the way to the top and plant a flag that lets our competitors know that we are not just here to compete. We are committed to winning!
It is our goal to win guests’ continued patronage for years to come, and we make a promise to live up to our guests’ expectations. Our stated goal is not to sit back and admire what we’ve done in the past, but rather to keep stoking the flame that symbolizes our return to prominence.
Observers will notice a rather aggressive attitude toward winning guest loyalty from the top down. Our aim is not toward maintaining the new and improved status quo, but in maintaining the trajectory of our improvements.
The quality found in our hotels, casinos and resorts will be such that a first time visitor will become a long time friend. Our goal is for the next (or first) experience of each and every guest of our properties to be a memorable one.
To simplify my vision, if we have the opportunity to host a guest once, the guest will count the days until their next visit. 2012 provides us a great opportunity to raise our own expectations and to impress our guests like never before. We are committed to excellence and we are committed to consistently earn guest loyalty.
The featured blogger for this post is Station Casinos Vice President of Hotels Michael Grisar