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Key Insights from Casino Cosmopol that Remained Open During COVID-19
In a new paper from UNLV’s International Gaming Institute (IGI), researchers compiled key insights from Sweden’s Casino Cosmopol that remained open through the end of March as counterparts in Nevada and around the world, closed. The casino, like properties around the world, eventually shut down, but during its extended time open, IGI researchers were able to glean best practices that operators around the world can learn from.
Casino Cosmopol, unlike casinos in Nevada and elsewhere, had to “adapt on the run,” and did not have months of downtime to draft a detailed strategy for reopening, IGI research assistant and Harrah College of Hospitality doctoral student Kasra Ghaharian and IGI Executive Director Bo Bernhard found.
In addition to employing extra hygiene procedures and social distancing at restaurants and table games on the casino floor, Casino Cosmopol’s CEO Per Jaldung shared in-depth details of the experiences while his business operated during the height of the pandemic. Ghaharian and Bernhard construed the insights into the following lessons learned for other hospitality industry executives.
Key insight No. 1: Share best practices
Constant best practice sharing, even with competitors and across geographic borders, is the best way to get smarter and faster.
Participating in industry video conferences, such as IGI’s Executive Development Programme, is one way to do this.
“If you’re the kind of leader who usually keeps things close to the vest, as your competitive impulses win out over information sharing — stop,” UNLV researchers write. “Now is not the time.”
Key insight No. 2: Communicate, communicate, communicate
Customers have an enormous thirst for information.
Jaldung quickly learned that even more important than the safety and cleaning procedures themselves was Casino Cosmopol’s decision to communicate those procedures at multiple levels with customers.
Visibility was also important. Customers may be comfortable with—and even prefer—highly visible cleaning and sterilisation policies, UNLV researchers write. When customers could see staff constantly making a concerted effort in repetitive cleaning of slot machine touch points, elevator buttons, and door handles, it translated to positive customer morale.
Key insight No. 3: Be flexible and agile
In a dynamic time such as this, it is important for casino operators to remember that they won’t have all of the answers at hand, researchers said.
Casino Cosmopol did not have the benefit of widely published operations guides to deal with the coronavirus, and yet they arrived at smart, flexible solutions.
“While everyone talks about the importance of ‘turning your property into a lab,’ Casino Cosmopol was able to do it, at the very time they needed to innovate most, thanks to enhanced communication and empowerment tools,” the researchers said.
Key insight No. 4: Employees want to contribute
They want a seat at the table and they know more about how customers are genuinely feeling than anyone else in the company. Management needs to leverage this and let employees know that they are a critical component to the recovery strategy.
Key insight No. 5: Technology is key, most notably as an enabler of human social intelligence
Casino Cosmopol used technology to institute a group chat, which they named “Corona Chat” among employees, enabling real-time intelligence to be shared on what was happening in the trenches. In one notable interaction, a dealer and cashier addressed a concern about the frequency of cleaning chips without ever having to involve a manager.
“Casino Cosmopol’s ‘Corona Chat’ was the best ‘game changer’ for the company, as it empowered employees across hierarchies to lead, to share, and to bond in their common interest of continuing to serve during difficult times,” researchers wrote.
The post Gila River Resorts & Casinos hosts $5.9 million Big Game prop play contest appeared first on Gaming and Gambling Industry in the Americas.
Spinomenal, the leading iGaming content provider, has made its US debut after launching an exciting collaboration with a leading operator in the state of New Jersey, and is anticipating many more valuable collaborations with top tier online casinos.
Following impressive growth rates, Spinomenal is making a major move into the New Jersey iGaming market, marking a key step in its global expansion. By entering this crucial U.S. region, Spinomenal will bring its innovative games to a new audience, strengthening its presence and leadership in the iGaming industry.
Spinomenal’s specially selected titles will be going live via Pariplay’s Fusion aggregation platform in the New Jersey market. Some of the outstanding titles being made available for NJ players are Demi Gods II, Majestic Wild Buffalo and Kitsune’s Scrolls.
This marks a major milestone in Spinomenal’s strategic expansion plan, as this debut establishes the company’s initial presence within the New Jersey market, with further growth anticipated across the US iGaming ecosystem. This move underscores Spinomenal’s commitment to expanding its global footprint and further solidifying its position as a leader in the online casino industry.
Lior Shvartz, CEO for Spinomenal commented: “After a decade of establishing and positioning Spinomenal as a leading provider in the iGaming industry, we have now taken a big leap and will provide our exciting content to the esteemed New Jersey audience. We are highly optimistic about entering this prominent market, following the process of obtaining approval from the DGE.”
The post Spinomenal makes US debut with New Jersey market entry appeared first on Gaming and Gambling Industry in the Americas.
Hard Rock International
Hard Rock Bet, Unity by Hard Rock Loyalty Programs Come Together for Unprecedented Rewards
Hard Rock International announced that Hard Rock Bet is now fully integrated into Unity by Hard Rock, a one-of-a-kind loyalty program that rewards members for doing the things they love across Hard Rock’s portfolio of more than 200 locations including hotels, casinos, cafes, and Rock Shops around the world.
Hard Rock Bet, Hard Rock International, and Seminole Gaming’s top-rated sports betting and online casino platform, will maintain its free online Loyalty Rewards program, which gives players the opportunity to earn points and one-of-a-kind rewards for their play. With the Unity integration, players will earn Tier Credits for both programs with their online play at Hard Rock Bet and can seamlessly transfer points between the two programs for online and on-property rewards. Upon signing up for Hard Rock Bet, players will automatically be registered for a Unity by Hard Rock account if they aren’t already a member.
The complimentary Unity by Hard Rock global loyalty program offers an array of benefits and services at participating Hard Rock locations where members can earn and redeem Unity Points toward free nights, dining experiences, great merch, and free play. Hard Rock also embarked on a partnership with Royal Caribbean International and Celebrity Cruises to reward travelers on land, sea and at ports of call with reciprocal benefits through Unity by Hard Rock, Royal Caribbean’s Club Royale and Celebrity Cruises’ Blue Chip Club. Now inclusive of Hard Rock Bet players, members gain exclusive access to offers, promotions, and rewards, as well as discounts to participating Hard Rock properties.
“Integrating Hard Rock Bet into Unity will be a game-changer for guest engagement. This enhancement not only offers a fun, interactive way for guests to earn points when placing bets, but also significantly boosts loyalty. By rewarding guests for their playtime, we create a win-win scenario where guests enjoy an enriched experience, and we foster an introduction to all the amazing verticals in our brand through point redemption opportunities at Hotels, Casinos, Cafes, Rock Shops and entertainment venues,” said Keith Sheldon, President of Entertainment & Brand Management at Hard Rock International and Seminole Gaming.
The post Hard Rock Bet, Unity by Hard Rock Loyalty Programs Come Together for Unprecedented Rewards appeared first on Gaming and Gambling Industry in the Americas.
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