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.