“Those four areas are very important to us,” Manuel says.
Gila River Hotels & Casinos guest service department oversees training efforts and regularly visits properties to ensure each of those elements is present. “’G’ stands for greet, ‘I’ is for interact, ‘L’ is for listen and ‘A’ is for appreciation, which we show our guests.” “The letters ‘GILA’ each stand for something we instill within our team,” he adds. The company’s guest service culture is built around four elements, each of which is based around the letters in its name. “Our guests tell us that is what sets us apart and what keeps them coming back to us on a regular basis.” “We believe in guest service first,” CEO Kenneth Manuel says. Guests at Gila River Hotels & Casinos can expect the highest possible level of customer service from the company’s employees. A culture of guest service at Gila River Hotels & Casinos, operated by Gila River Gaming Enterprises, makes the three hotel and casino properties the largest of their kind in the Phoenix region.
