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What is important to you in customer service?

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Atlantic City, New...
Level Contributor
205 posts
What is important to you in customer service?

Customer service is very important to us. It’s something that is always being talked about; though, we understand you can’t just talk the talk, you have to walk the walk. In my job, I usually hear about the best of the best or the worst of the worst and don’t hear about too much in-between. I am interested in hearing your opinions on your customer service experiences in Atlantic City, what you like versus what you don’t like. Since you guys are really the experts, I figured I could use your comments in our next meeting about our customer service efforts. We would be using your sentiments and trying to improve on different areas. (This doesn’t have to be property or location specific at all, and I would hate for this to end up just bashing certain properties or outlets.) For example, comments like “I like when a player’s lounge staff remembers my name” or “I get annoyed when employees blame something on policy” or “there aren’t enough smiles” can be helpful.

What do you think? I will appreciate any and all comments and am excited (and maybe a little nervous) so see what you all have to say.


Atlantic City, New...
Level Contributor
1,176 posts
12 reviews
1. Re: What is important to you in customer service?

The only fault I can find in customer service is not enforcing the smoking ban in the non smoking areas.

Moorestown, New...
Level Contributor
2,335 posts
18 reviews
2. Re: What is important to you in customer service?

One thing that bothers me is a long check in line. Another is slow/nonexistent cocktail service. But I know patience isn't one of my virtues.

Poughkeepsie, New...
Level Contributor
79 posts
1 review
3. Re: What is important to you in customer service?

I realize that everyone has a bad day but, having a slightly sympathetic dealer when I'm losing makes it sting a bit less. Occasionally I'll come to a table where the dealer obviously would rather be somewhere else.

This one is sort of Borgata specific:

'Express' cashier lines that only handle chips and slot vouchers would be much appreciated. You get a couple of people settling up markers and that gums up the works pretty good. Again on your cashier, perhaps create a rope line? Can't tell you how often people jump back and forth between lines (usually in front of me) when their line isn't going fast enough.

Baltimore, MD
Level Contributor
1,622 posts
79 reviews
4. Re: What is important to you in customer service?

I also hate long lines at check in/out.

New Jersey
Destination Expert
for Atlantic City
Level Contributor
5,844 posts
70 reviews
5. Re: What is important to you in customer service?

About the only things I can think of also involve waiting. I don't like it when it takes too long for a waiter/waitress to acknowledge me after being seated.

The other is waiting for a slot attendent when there is a problem with the slot machine I have been playing. I just want to move on and lose my money faster.

I also agree with casinomom about no smoking sections not being enforced, every employee seeing violations should enforce that policy and if need be get security to handle it.

Thanks for asking the question.

Edited: 3:13 pm, February 26, 2013
new york
Level Contributor
644 posts
30 reviews
6. Re: What is important to you in customer service?

Joanna, I have a question for you and then as part of this post I will answer your question. Has there been any decision on whether to extend Amphora hours or offer a $10 black label menu at the Metropolitan on days the buffet is closed? This question ties in directly to your question. As many Atlantic City casinos close more and more restaurants and other facilities during the week, this results in poor customer service during these periods. When only limited dining choices exist this can result in long lines. I and others are now avoiding visiting during these periods which undoubtedly will lead to a circle of evn less visitors resulting in even more closures. Why travel to a resort when an amenity such as a buffet that you wish to visit is closed? In trms of general customer service a smile and being friendly can go along way. If there is a problem and one wishes to speak to a manager I hate when employees , while not solving your problem refuse to get a manager involved. This happened to me once at a 5 star las vegas property which I shall not name to avoid turning this into a bashing thread. It wa a serious problem and I had to make a loud scene in the lobby in order to speak to the manager. By placing me in this uncomfortable position even though the manager resolved my problem, that poor customer service experience insured that I will never go back to that property.

Naples, Florida
Level Contributor
637 posts
51 reviews
7. Re: What is important to you in customer service?

By far my biggest service related complaint is long lines and poor service due to under staffing.

upstae ny
Level Contributor
196 posts
53 reviews
8. Re: What is important to you in customer service?

I agree with everyone here. I also think waiting across the board is a big customer service issue. Whether its waiting to be checked in or waiting on a server to fill your water glass. I think it is one of the key elements that seperates a "good" experiance from a "great" experiance. It allows any guest to feel important. Not just the highest of rollers. It all about creating remarkable guest experiances for everyone all the time. I know you can't give the house away to everybody, but making sure each guest concerns complaints and praises are validated goes a long way.

Starting this thread is an exellent show of this. Showing once again that the Borgata is a step (if not two) ahead of everyone else.

Level Contributor
737 posts
9. Re: What is important to you in customer service?

I really appreciate the fact that, when I'm walking to/from my room in the Borgata Tower, all the housekeeping staff make it a point to acknowledge me - be it a verbal "hello" or something as simple as a "smile and nod"; and the frequently added-on "have a nice day" or "enjoy your stay" is also appreciated.

Granted, I'm one of those people who has a tendency to make eye contact, but I seriously doubt that I'm getting special treatment. This level of courtesy also applies to the various members of maintenance & security personnel I've crossed paths with in the hotel.

upstae ny
Level Contributor
196 posts
53 reviews
10. Re: What is important to you in customer service?

I also believe in the five and ten rule. If a guest is ten feet away you make eye contact and smile. If they are five feet away you make eye contact smile and greet them. Good afternoon ect... it is also a good time for the associate to ask how the guest's experiance has been.