Creation of “gaming concierge” staff for top tier customers to ensure that they have the games they want when they want them, guide them to the right locations personally when they arrive and cater to such other needs as they may have Adjustments to table minimums, and machine minimums to emphasize higher wagering levels per customer, even at the cost of some lower value patrons Creative engagement with regulators to develop/adjust regulations as needed to accomplish above goals. Food and Beverage Service New spacing requirement for food and beverage service combined with the impact of PPE use and spacing requirements on the gaming floor will have a profound impact on the food and beverage offering at Indian casinos. The ad hoc measures currently predominating, including limited or no foodservice, prepackaged items only and plastic or utensil free offerings are not sustainable on a long-term basis. While high-end restaurants can charge enough for their offerings to support a lower capacity model and bars can be reconfigured to allow for social distancing in some cases, the higher capacity eating and drinking venues are going to experience more significant impacts. The love/hate relationship of operators with their buffets is being tipped permanently toward elimination. There is no tenable model for the traditional buffet in the post-pandemic world at this time. While some form of the old 50s and 60s era automats may make a return as an alternative, it is more likely that food courts and food halls will replace buffets for basic and faster food service options to maximize time on floor. Even more valuable for time on floor and more feasible once spacing design becomes permanent and attractive, will be food and drinks ordered and served from machines and table seats. Models already exist in airports of tablets attached to seats or apps that allow personal phone usage to order a full menu range plus beverages for consumption right in the gate area while waiting for flights without ever having to leave the gate. There is no practical reason this could not be adapted for casino use if regulations can be adjusted to allow for the change and the added space on the gaming floor is properly designed to provide places to set and dispose of food and beverage. This will also alter the staffing models for foodservice and for the gaming floor, including a need for clearing of used items to a greater degree than current models. Changes in food and beverage service will also affect some of the traditional marketing tools used by casinos, including free liquor and buffet coupons. While food and beverage-based marketing will continue in altered forms, there will be a need to shift to other reward and accommodation models and to more often and more consistently charge for food and beverage service. Fortunately, this is not inconsistent with the shift toward higher-value customers and away bargain hunters already discussed. Indeed, there may even be improvement in the profitability of some foodservice operations despite increased costs associated with PPE use and distancing requirements.
∴ PRESCRIPTIONS
114
Made with FlippingBook - Online catalogs