From advanced host development sales skills training and building compensation programs for player development programs, to designing full blown guest service programs, Steve has been a senior resource in Raving’s Leadership and Player Development teams since 1999.
His knowledge and enthusiasm come from nearly four decades in the gaming industry, starting as a craps dealing “lumpy” in Northern Nevada, a player-engaging pit boss, and a casino owner with an unheard-of formula of “customer worship,” and led to Steve’s international marketing consultancy selling the notion of gaming as an “entertainment experience that enriches people’s lives.”
Steve has worked with hundreds of Tribal casinos throughout the U.S. and Canada, as well as domestically and internationally with commercial casinos and racinos. He is credited, with the Raving team, for developing and implementing customized, metric-based sales functions within the gaming arena. His specialty is building player development sales programs and guest service programs for casino clients throughout the world.
Steve’s training programs have evolved into a curriculum that works hand in hand with technology – measurement based on data and performance. With that said, Steve’s approach to training cannot be replicated by software; nowhere will you find a trainer that has such passion and understanding for the gaming industry and its employees. His perspective comes from his appreciation of the honorable work that casino workers do and joining them in it, in their world and their unique language. Steve was awarded the Lifetime Achievement Award by the Casino Marketing and Technology Conference, has published three books, Gambling & Service, Math of Player Development and How to Raise a Rocket Scientist for Fun and Profit, and is a highly sought-after speaker.