Food & Drink International - Fall 2017 - 76

h

HOSPITALITY

Lucky Eagle Casino & Hotel

it's really great to watch the Chehalis
Tribe become more self-sufficient and
expand through other projects to further grow and diversify themselves."

Exceeding Expectations
Lucky Eagle prides itself on providing exemplary guest service, which
is something the company feels its
competitors don't do as well. "Many
people have said we have the Cheers
factor, which is how we came up with
our tagline, 'where you belong,'" Miles
explains. "This is the casino where everyone knows your name."
Miles notes the company strives to
create memorable experiences and
build relationships with guests through
its team members. "We believe that's
what makes us different," she says.
"We have a level of guest service and
a personal connection with our guests
that's hard to come by and why they
return. For example, a guest submitted
a comment card indicating they hadn't
been to the casino for over a month. Yet
when she approached a team member

at the cage, he remembered her name
and welcomed her back. Those relationships our team members have built
with our guests are key and is what differentiates us from our competition."
Lucky Eagle built a guest service program called Soaring Service. Although
the company has used it for several
years now, recently a specific training
element has been added. Its first session was called Heart of Soaring Service, which trained team members on
how they are truly the heart and pulse
of the organization. Its latest program
has been built to instill pride not only
in their appearance, but in the business
and pride in its community as well.
"They learn how important it is to
keep and ensure their uniforms are crisp
and clean, as well as the importance of
being professional," Miles says. "Our
team members also are taught why and
how to keep both the front and backof-the-house clean for guests and team
members alike."
Additionally, Lucky Eagle has a leadership-training program for manage-

>> The Yuzu Asian Bistro is one of the Lucky Eagle's well-regarded food venues that was added in its 2016 expansion. The casino's
other food establishments include Room 188 Steakhouse, Fire Kitchen Buffet and CraftHouse Sports Bar.

ment level employees. "Some of the
training topics include personal finances and budgeting, learning how to do a
proper evaluation, and understanding
diversification and different generations," Miles says.
Most importantly, because Lucky Eagle cares about its guests and its team
members, the company emphasizes the
value of teamwork. "Our philosophy has
always been that there is no one person
or department that is better, or more important, than another," Miles notes. "We
know that it takes the sum of us as a
whole to be successful. It's just as much
my responsibility to help out as well.
"For example, if I see something on
the floor or a dirty glass by a slot machine that needs to be picked up, I will
do it," she continues. "There is no need
to wait for a custodial team member or
slot attendant to do it when I'm already
there. We all have an equal responsibility of having pride in the property and
making sure everything is top-notch for
our guests. My actions demonstrate that
we really believe and live by our philosophy - they aren't just words."

Innovation On Purpose
In June, Lucky Eagle celebrated its 22year anniversary and had a grand-reopening to conclude the $46 million expansion; an accomplishment that Miles
says everyone was excited about. "We
had two parties after the blessing and
ribbon-cutting ceremony: one for local
press and chambers that featured some
of our popular items from each restaurant venue, and a second event for tribal members," she says.
Lucky Casino provided attendees
with samples of its salmon fillets, which
are cooked in a traditional Native
American salmon pit featured in its Fire
Kitchen Buffet. "These are cooked on a
stick over an open fire," Miles explains.
"It's also a cooking demonstration fea-

76

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