The team at Kickapoo Lucky Eagle have some interesting opportunities. We strive for innovative teamwork and results driven by a vision of excellence to create a fun, Guest-centric experience.”Īnd they believe it is possible! Theirs isn’t an easy road either. “We honor each other, our Guests, community, and the Kickapoo Traditional Tribe of Texas with integrity.

First, they created a mission that would become their focus: Under the leadership of General Manager Scott Eldredge, they brought together members of their management team to take part in designing a program and mapping out their objectives. For Kickapoo Lucky Eagle to do that, create a culture that is guest-focused, or as they call it, Guest-centric, they needed a plan … a program that encompassed everything they wanted to accomplish.

To see a team truly desire to make a difference, to focus on great guest service, knowing that by creating a service culture it will not only make their property a great place to work, but it will also help increase loyalty, thereby increasing revenue, is just one of the reasons that I love what I do. Making a Difference to Their Guests: The MAD Program The team at Kickapoo Lucky Eagle (both the Casino and the Hotel) decided they wanted to be better, to do better. But it seems the definition isn’t clear … most of it involves “being friendly” and, when that is the definition, the business will continue to fall back into “the work,” not service. So many businesses claim they give excellent guest service or desire to teach their team to be better at guest service. The hotel is managed by the Westin Group, yet both management teams do all they can to make sure that separation is as invisible as possible.

The property is three hours outside of San Antonio with no other large cities/towns nearby, right on the Mexican border. It is one of only two casinos in the entire state. A Crazy, Mad, Wonderful Idea!Ī little background on this property: Kickapoo Lucky Eagle Casino Hotel, located in Eagle Pass, Texas, is proudly owned by the Kickapoo Traditional Tribe of Texas.

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