Within this context, key recommendations and areas of focus include: Planning and design efforts to create permanent distancing and barriers that are attractive to the customer, durable and easy for staff to work with and maintain. Evaluation of the cost/benefit of additional space for gaming and of reallocation of space from areas no longer utilized to the same degree. Evaluation of the most efficient and cost-effective manner to increase back-of-house space to meet employee and inventory needs Creative engagement with machine and table game vendors to develop new gaming stations that compensate for space requirements by reducing the need for customers to leave their gaming position Creative engagement with regulators to develop new MICS and testing to adapt to new gaming station models Reevaluation of the balance between various casino resort components to ensure that each component is properly scaled to meet the needs of the new operating environment, including greater design flexibility to quickly adapt space use in the future Consideration of shifts to electronic and/or stadium gaming for table games High Value Customers The key to reducing the impact of capacity constraints on gaming revenue and even operating expenses to a certain degree will be an even sharper and more intensive focus on your high value patrons. The classic 20 percent of customers generating 80 percent of revenue rule of thumb actually trends closer to as much as 10 percent 90 percent in many casinos. As a result, players’ club programs and other loyalty efforts strive to retain the highest value gamers, encourage them to spend more and encourage others to move up in value. At the highest levels, player loyalty is often done on a more personal level than simply players’ club rewards. However, the personal and specialized nature of rewards for the highest value players will become even more critical and need to be even more focused and intensive in the post-pandemic environment. In particular, given health and safety concerns, as well as personal comfort in the PPE era, private gaming areas and private gaming events for top players will be a useful tool to reward them, not only with prestige, but also with increased safety. The traditional “high limit” areas, open to any who want to meet the minimums, are not the same thing. Private gaming areas and private events would be more segregated from the gaming floor, open by invitation only, and with significantly enhanced seating, spacing and food and beverage service. Gaming concierges could meet high value gamers that have made advance arrangements, or respond to those that arrive unexpectedly, and guide them to their preferred game while arranging food service and anything else they need.
∴ PRESCRIPTIONS
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