The aftermath of COVID led to a New Era – an era that consists of changing guest demographics, amenities unable to open due to lack of staff, and public health in a constant state of change.
I remember the days of crowded, standing-room-only casino floors and hotels, spas, golf courses were booked weeks, if not months, in advance. Now, the crowds look more like small social gatherings, and the multitude of amenities are things of the past.
The last two years have posed unprecedented scenarios and forced excellent and bad decisions. Decisions, in large, are made by team members and management staff who are likely desensitized to the impacts on our most valuable asset, the guest. These decisions lean to the negative when made solely by those who rarely or never interact with a guest and become downright bad decisions when ignoring the impact on guests, the brand, and ultimately, brand loyalty.
READ THE FULL ARTICLE BY AJ FISHER IN THE 2022 SUMMER EDITION OF GAMING & LEISURE MAGAZINE.