Casino Guests Are Talking About Your Service - Globally
For Lyle
Every Casino Can and Should Implement A Turnkey System for Success
Designing Tiered Reward Programs for Asian Markets
Understanding Table Games Yield Management
10 Ways to Make Your Rewards Program More Successful
Do You Know If Your Casino Is Fanatically Loved By Its Customers?
4 Valuable Guest Service Lessons from Outside the Casino Industry
Casinos Must Re-Engineer for A Guest Service Business Model
What is Casino Surveillance?
Developing More Effective Promotions
I am your customer
I am your customer
Reno's Grand Sierra Resort in Today's Economic Climate
Stop the Stupid Mystery Shops
Thoughts On The Young Gaming Customer
People to Watch - Andrew MacDonald
How Much Is One Hundred Singapore Dollars Worth?
Casinos Can Boost Business With Referrals
Make Guest Service Your Casino’s Defense Against Tough Times
Macau Must Embrace An Integrated Responsible Gaming Framework
Great Scott
It’s Quaint, but the Golden Rule Works
Bringing Scrutiny to Table Games Part 2: The out of control cost of doing business!
Compulsive Gambler Just Can’t Win
The Real Challenge of Casino Marketing in Indian Country
Macau gaming law: what next?
Terrorism, anti-terrorism and the law
Table Games Are Not Fun Anymore! Part 2
A different road map for Gaming suppliers
Terrorism, anti-terrorism and the law
Sailing Ships, Steamboats, Horse Carriages and Baccarat
A Psychographic Approach to Customer Segmentation
‘Behind The Flickering Screens’
RED, THE COLOR OF THE CHINESE PEOPLE

Casino Business Strategies
Foxwoods Rolls Out New Rolling Program in the United States
Junket Reps: The Good, the Bad and the Ugly (Part 2)
KILL THE ILLS - A RECOLLECTION OF EVENTS IN MACAU (2008)
Table Games are not Fun any longer
How to Avoid Organizational Miscommunication
MACAU GAMING UPDATE : UPCOMING REGULATORY CHANGES
CASINO GAMING IN MACAU : COUNTING TABLES
CASINO GAMING COMPETITION IN MACAU
“I Love My Job”
Casinos Should Learn from Motor City’s Big Mistake
MACAU GAMING POLICY UPDATE
Macau’s Tree of Prosperity – A glimpse of what it is to be
Bringing Scrutiny to Table Games Part 2: The out of control cost of doing business!
THE JAMES BOND-SYNDROME
The Gaming Village Must Deliver An Exceptional Guest Experience
Presentation Skills Offer Value to Casinos and Their Guests
Signs of a Well Marketed Casino
Resolutions for 2008: Purpose, Strength, Simplicity
The Greatest Gaming Innovations Of All Time
Five Simple Solutions for the Managerially Challenged
Chinese Gaming Numerology
Experiential Casino Marketing
Employee Turnover: Workers Should Think Before They Walk
TABLE GAMES DEPARTMENT EVALUATIONS
The ROI Question: Answer It By Measuring Guest Advocates
Surviving the Macau Manager Turnstile: Counsel for Expat Managers
Gambling for Success in Macau
The Casino Of The Immediate Future
Move from Employee Turnover Problem to Advocacy Solution

GROWING PAINS
Gambling and prediction markets gamble on growth
Poker and Teen Addiction
Analyzing the Current Growth Options for Casino Companies
Embrace Change to Create the Casino of the Future
Table Game Protection Training: SELLING FEAR
Leprosy, Ebola Virus, Bubonic Plague and Problem Gaming
When To Ask For The Money Back…
Casino Managers Should Win Guests' Hearts In Big Way
Kaliningrad - Europe's first modern Gambling Destination?
New Year 2007
Casinos Face A Challenge from Lack of Confidence
The Battle of Feng Shui and Luck in Macau – May the ‘qi’ be with you!
SUSPECTED ADVANTAGE PLAYERS IN TABLE GAMES.
Singapore Casino Update November 21, 2006
Cash Back vs Cash Rewards: What are the real costs?
UK Casino Advisory Panel’s ‘Tour of Great Britain’
Macau – A lesson in scarcity, value and politics
Chinese and their Gambling Movies
Can we afford to wait for 2012?
Lake Tahoe musings - a look at the UK
"The Catwalk"
Employee Advocates Love Coming to Work
I Love Tiger Slots
Winning the Singapore Bid: A Lesson in Product Attributes and Positioning
Complaint-Handling in a Casino
The Path to Success Is Not In the Knowing, It’s in the Doing
Whatever Happened to Old-Fashioned Gambling?
An Added Perspective towards Casino Gambling in Singapore
Regional Casinos – Twist or Bust?
A Potpourri of Ideas for Providing Great Customer Service
A Description of My Last Visit to XYZ Casino
I love "baak ga lok"
How Good Is Your Hiring Process? Do You Settle for NDTs and CFMs?
The Singapore Swing: A Lesson on Balance and Opportunities
I Dont Want to Disappoint Family! The Risk Is Too Great!
THE FUTURE OF CASINOS IN EUROPE
The Role of the Casino Supervisor in Gaming
Chinese Gambling Superstitions and Taboos
Do You Know Your Casino's VCL?
Protect Your Brand: A Tale of Three Casinos
The new regulation of credit for gaming (Macau)
Top Ten List for Table Games
Alan Greenspan Offers Valuable Lessons for Casino Training
The enforcement of gaming debts in Macau
Casino Customer Service Suffers At the Hands of Poofs
A Brief Chinese History of Gambling
Focus: Winning hand - Poker Online
Tweaking Bottom Line Profitability
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Lessons from the Geese
The fundamentals of executive success
Gambling on Social Responsibility
Angry Upset Players: What do you do?
A Few Kind Words About Gam(bl)ers
A Commitment to Guest Service Is Crucial At Casinos and
Taking Customer Service to the Breaking Point
THE DEALER AS ENTERTAINER
Credit Card woes? Alternative Payment Processing to the Rescue!
Implied Gaming
More Important Keys to Improving Casino Guest Service
Seven Keys to Improving Casino Guest Service
If the Recession Is Fading, Is Your Property Ready?
The phenomena of the games
Canadian Gaming Summit Speech
Just Say No to Boring Training!
Broken All Your New Year’s Resolutions?
Six Principles for Leading During Uncertain Times
Casino Customer Service Is the Key to Success

TABLE REWARDS - DESIGNING A LOYALTY PROGRAM
THE CASINO EXECUTIVE’S CLOTHES
Casino Player Rating Systems.
The Empire Strikes Back.
The Collapsible Virtual Casino Marketing Dream Team of the Future
West World
Table Games: Achieving double digit growth in a mature market?
Dealing with High Rollers
Some Tips on Maximising the Value of Consultants.
New Table Games: Do we often kill what we try to create?
Fundamentals of Blackjack
Throwing out Ties (Absolute versus Relative Probability)
The Guide to Good Gambling
Mathematical Expectation
Money Management
Baiting the Hook
Law of Averages
Improving Table Games Profits through Innovation
Hold Percentage
Sub Optimisation
Against the Gods : The Remarkable Story of Risk
 
Articles
Can we afford to wait for 2012?
by Marc W. Etches

Can we afford to wait for 2012?

With eight Local Authorities vying for one ‘super casino’ licence has the UK Government got it all wrong? What about the potential value of these licences to tourism in the UK?

The current UK balance of payments for international tourism is in deficit to the tune of £20 billion and growing. The World Travel and Tourism Council predicts that within the next ten years the UK will lose 20% of global market share and become the 10th worst performing international destination out of the 174 economies it measures.

The number of people employed in the UK in what is regarded as the world’s largest generator of wealth and jobs, travel and tourism, is expected to fall in real terms in a period when the rising prosperity of China, India and Russia is voraciously consuming new destinations for business and leisure tourism.

So has the UK lost sight of the bigger picture? Is it about to lose a golden opportunity for upping its game in terms of its tourism product? At a time when the Department of Culture, Media and Sport (DCMS) is consulting on its 2012 Tourism Strategy and proclaiming the need to position the UK as a truly world-class destination, its public policy in relation to casinos is apposite.

The ‘scandal’ surrounding the Dome has seemingly made it even more likely the Government will stick to one regional casino. However, there are half a dozen companies that have the financial resources, operational experience and commercial desire to invest in creating world-class integrated entertainment complexes in the UK.

The development of eight such facilities would attract around £3bn of capital expenditure, directly employ 16,000 people, develop much-needed workforce skills and generate £600 million annually on salaries and services within local economies.

Bizarrely, and despite the clear need to leverage private sector funding for urban regeneration projects in this country, most of this capital and the ensuing benefits will probably end up elsewhere in Europe.

The current political impasse over the disparity between the number of willing local authorities and available licences has the potential to topple over into a morass of legal challenges including one against the monopolistic situation of one licence in one location until at least 2015.

The location of several licences in one location could be a popular and politically convenient solution. Of course, there would be disappointment among those cities that lose out but such a concentration of investment in infrastructure, jobs and skills would be a powerful catalyst for the creation of a truly world-class entertainment destination.

The consequent market efficiencies of such critical mass would be attractive to the operators; the arrival of Universal in Orlando was beneficial to Disney as much as to Florida.

The Casino Advisory Panel is taking Evidence in Public in September from Blackpool, Brent, Cardiff, Glasgow, Greenwich, Manchester, Newcastle and Sheffield and will make its final recommendations to Government in December. The final decision will be a matter for Tessa Jowell, and ultimately Parliament.

The regeneration and tourism value of locating several regional casinos in one location could act as a national project, primarily paid for by the private sector, that would inspire the leisure and tourism industry to raise the bar of quality and service delivery; a national tourism project that would help the UK to regain a competitive edge in the global marketplace. It might also be universally popular!


Date Posted: 21-Aug-2006