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Casino Guest Support Issue Checklist

Resolve guest concerns swiftly and elevate the gaming experience. This checklist ensures consistent, high-quality support, minimizing frustration and maximizing loyalty.

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Initial Contact & Information Gathering

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Capturing initial details of the guest's issue and identifying the severity.

Contact Timestamp

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Guest ID (if applicable)

Guest Name

Brief Description of Issue

Initial Contact Method

Guest Demeanor (Initial Impression)

Issue Categorization & Prioritization

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Determining the type of issue (e.g., gaming, dining, lodging) and assigning urgency.

Issue Category

Issue Severity

Estimated Resolution Time (Minutes)

Guest VIP Status

Brief Issue Description (for categorization)

Troubleshooting & Resolution Attempts

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Steps taken to resolve the guest's issue, including communication and coordination with other departments.

Detailed Description of Troubleshooting Steps Taken

Initial Solution Attempted

Number of Attempts Before Escalation

Time Spent on Initial Troubleshooting

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Resources Utilized (e.g., system logs, knowledge base)

Guest Feedback During Troubleshooting (Verbatim)

Escalation Procedures (If Necessary)

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Details regarding escalation to supervisors or specialized teams for complex issues.

Escalation Tier Required

Estimated Time to Resolve (Minutes)

Detailed Issue Summary for Escalation Team

Department Requiring Escalation

Date of Escalation

Time of Escalation

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Guest Communication & Follow-Up

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Documenting communication with the guest and ensuring satisfaction with the resolution.

Summary of Communication with Guest

Date of Initial Contact

Time of Initial Contact

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Communication Method (Phone, Email, In-Person)

Number of Follow-Up Attempts

Guest Satisfaction Level

Guest Feedback/Comments

Documentation & Reporting

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Recording details of the issue, resolution, and any lessons learned for future improvements.

Detailed Description of Issue

Issue Resolution Time (Minutes)

Issue Severity (Post Resolution)

Departments Involved (e.g., Security, Gaming, Dining)

Date of Incident

Time of Incident

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Supporting Documents (e.g., Photos, Witness Statements)

Compliance & Security

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Verifying adherence to company policies, legal requirements, and security protocols throughout the process.

Issue Involved Sensitive Data?

Number of Guests Affected

Date of Incident

Confirmed PCI Compliance?

Details of Security Protocol Followed

Reported to Security Team?

Relevant Security Logs (if applicable)

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