Casino guests who are willing to risk their own personal reputation and spread positive word-of-mouth advertising about a casino are guest advocates and the degree to which a property has advocates is a highly reliable predictor of future growth.
Look at the pieces you have in place to make it easy for your guests to risk their reputation by telling family and friends about your amazing casino. The easier you make it for your guests to feel comfortable recommending your casino, the better your casino will do going forward.
Listening also improves communication between you and your guests and good communication is essential to providing guests with the service they desire.
That means you should forget about whatever title you have at work. Everyone who works at a casino is in the guest service business. Employee titles are meaningless. Each employee must view guests as an opportunity to make a lasting positive impression.