How To Evaluate a Casino Using Secret-Shopping Techniques

Bob Jeffries, general manager of the Wild Horse Casino in Cripple Creek, CO, tells Successful Meetings how planners can conduct their own casino "shop":

"Start by noting the timeliness of the response to your request for proposal. Then, ask questions—for instance: What kind of audiovisual services are available? What kind of food and beverage service is there? Do staffers check in on the meeting at various times to make sure the lighting is right, the AV is working, and so on? If my projector breaks down, how quickly does the venue respond? How often is the buffet, beverage service, or break checked on and replenished?

"What you’re looking for is whether staff can properly identify and define the services that the venue can provide. And don’t be afraid to ask—meetings are the big thing for casinos right now. They’re an economic engine."