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Trip Report Management Problems at Green Valley Ranch Poker Room. Date: 08/17/05 Player: allvegaspoker Summary: This is the story of the worst list management I have ever experienced at any poker room in my life – this is the story of opening night at the Green Valley Ranch poker room. Content: At about 8:30 p.m., I walked into the new Green Valley Ranch poker room. At the front of the poker room, standing idle, there was a big, official-looking poker room manager, dressed in a grey suit (hereinafter “the Suit”). I asked the Suit to please put my name on the list for the $4/8 game. He pointed all the way across the room, and told me to go talk to “the man in the Red Tie” (hereinafter “Mr. Red Tie”). I thought it was strange that I would have to walk all the way to the back of the poker room to find a man in a red tie in order to put my name on the list, but I figured I’d give it a shot. When I got to the back of the room, I asked Mr. Red Tie if he was working the list. He tells me yes, but that he was busy, and I should walk back up to the front, and wait for him there. I’m already beginning to get a little annoyed, but the room is crowded, and I can understand these people are busy. Well actually, they’re not all really busy. I walk back to the front of the room, and stand next to the Suit again. I wondered why the Suit was so stationary. He was so passive. He wasn’t doing much of anything. He was just standing there, looking around, whereas Mr. Red Tie clearly had his hands full. While I’m waiting, Several other people enter the poker room. They want to get their name on the list, just like me. I heard them ask the Suit what they should do, and this time he tells them to stand in line at the cashier’s desk, where players are cashing their chips in. I thought this was odd, because the Suit just told me to walk over and talk to Mr. Red Tie. I was already thinking that this was not a very organized system, but things were about to get a lot worse. After approximately five minutes, Mr. Red Tie finally walks back up to the cashier’s desk. He then pulls out the list from behind the cashier’s desk. There is now a line of about nine people at the cashier’s desk. Everyone in line arrived after me. They all want their name on the list. All of these people start giving their names to Mr. Red Tie. I’m thinking to myself, “uhh… I was definitely here first. What gives?” I tried to get Mr. Red Tie’s attention, but he was too busy trying to scribble down names. When I finally did get his attention, I explained that I should’ve been listed before the people he just added. Mr. Red Tie told me that I needed to wait right there a minute, and then he ran off again. No apology, and no excuse. Just a cold, “wait a minute, I’m too busy right now.” Worst of all, my name still wasn’t on the damned list! I was tired of waiting. Mr. Red Tie left the list sitting on the cashier’s desk. The Suit just stood there the whole time, twiddling his thumbs. By now, I had been waiting at least 10-15 minutes JUST to get my name on the list. I had walked all over the poker room, spoken to everyone wearing a tie, and it still hadn’t happened. I was desperate. I decided it was time to take matters into my own hands. I picked up the list, and I wrote my own name on it. Yes, that’s right – I actually added my own name to the list, because there obviously wasn’t a poker room manager that had time to do this for me. The Suit saw me do this. I made it blatantly obvious. He didn’t offer to write it for me, nor did he ask what I was doing with the list. He didn’t say anything. He just stood there, like a big old rock. What kind of poker room manager is this? What kind of poker room manager just stands there while a customer has to write his own name on the list? Where did they find this guy? I could understand this situation more if both managers were busy, and clearly Mr. Red Tie was busy. But, what’s up with the Suit? Why did he just stand there, pointing people to different places? Why wasn’t he helping me? This was lame, and I was very unhappy with the treatment. I’m not the only person that feels this way. About 15 minutes after I arrived, and shortly after I wrote my own name on the list, one of my dear friends showed up to check out the poker room. I waited in the corner of the poker room for at least another 10 minutes while my friend tried to get his name on the list. I watched his frustration. His experience was almost as bad as mine. When my friend eventually got his name on the list, he saw me in the corner, and walked over to me. Without sharing my opinion, which I had already formed, I asked him what he thought of the poker room. His immediate response? “This is the worst management I have ever seen in any poker room. Ever.” My friend was right. The list management was terrible, and the attentiveness and customer service soft-skills were severely lacking. I understand that it was opening night, but this was ridiculous. A few of the physical problems that contributed to this situation were the following. 1. There are no monitors to display the list like at MGM and Wynn. I don’t understand why new poker rooms with more than 10 tables don’t invest in this technology. It is quite helpful. 2. There is no podium or designated list area. People line up in same line to cash-in chips as they do to get on the list. This is very frustrating when the line is 10 people long. Management should put a podium at the entrance to room. The list should be managed in a separate area from the cashier. 3. The guy behind the counter had no idea what he was doing and he had not been trained well. He was as slow as a slug. Okay, are you ready for the kicker? When it was finally my turn to take a seat, Mr. Red Tie accidentally skipped my name, plus a few others. I had to correct his mistake. Wow! |
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