The game has changed was a recent webinar series that examined the potential governance, operational, and regulatory impact that COVID-19 is causing within the entertainment industry around the world. With input from industry experts at various stages of pandemic-enforced lockdowns, speakers will share a range of insights regarding guest restrictions, stringent health and safety measures, and compliance pressures.
This article covers pandemic-related insights that casino veteran Rick Lopez, Director of Casino Product Sales at eConnect has witnessed throughout his career, particularly during 2020. Rick’s framework for risk management, which is echoed in this article, centres around compliance, employee safety, and customer safety plus the governance that wraps around this.
So, how does Rick Lopez summarise how businesses in the entertainment sector have been protecting their customers and employees amidst the COVID-19 backdrop?
The impact of COVID-19 being detected within a casino
The main source of a casino’s customer base will often define how they respond and operate if COVID-19 is found on its premises. Businesses that rely mainly on local customers will be more likely to react heavily, while those with customers from further afield, either domestic or international, may be more willing to continue operating.
Smaller, rural casinos often rely heavily on local guests. Should staff come into contact with, or contract, COVID-19, they would put the whole region at risk. For instance, Eagle Mountain Casino shut down for nearly two months when a staff member contracted the virus. This raises the question of furloughing employees. If employees head out of town, how easily can they be rehired? How do casinos replace their skilled workers? How do gaming businesses replace their labour force when the ability to meet demand returns?
For larger casinos, they often have a continuous stream of customers from various sources, so they tend to not be as quick to close. Their ability to remain open, even if staff contract COVID-19, hinges on their resources, policies, and procedures. It’s a fine line though, as casinos like the Bellagio can’t operate with a skeleton crew, they need a full team. So rather than furloughing staff, larger casinos need to be mindful of how they can cover self-isolating staff in the event of a COVID-19 flare up in their area.
Regulatory measures to protect customers and employees
Guidelines for operating needs to take into consideration the recommendation from local and international governing bodies. Casinos (or any type of business for that matter) need to monitor pandemic-related advice and regulation, as such advice and regulation evolves over time. Businesses need to be prepared to adjust their operations accordingly. Such measures include:
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Masks and other personal protective equipment (PPE)
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Social distancing (6ft / 2m)
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Thermal scanning or temperature checks – looking for elevated temperatures
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Thorough cleaning
From a security perspective, the use of masks will make it harder for casino and gaming venues to identify customers entering the premises. This means security personnel need to be extra vigilant.
Preventative technologies for protecting customers and employees
Technology is a valuable weapon in the battle for keeping customers safe. While it’s not sure how long these preventative measures will be around, it has been interesting to see the degree of adoption of each of these technologies.
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Plexiglass as far as the eye can see, particularly in poker rooms
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UV wands
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Chip cleaning – some businesses take a one-touch and clean approach.
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People counting – training CCTV systems to count people entering the casino to ensure they do not exceed capacity restrictions.
Amidst all the measures that are being taken to protect customers, it’s important to remind them that they’re welcome to come back.
Game enhancement technologies for protecting customers
The next form of preventative measures are at a gaming level. These enhance the gaming experience, and in some cases, re-platform the game.
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Prior to COVID-19, cashless gaming was probably five years away. Now, casinos are adopting this approach at an ever-increasing rate. This limits the risk of cash spreading the virus.
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Digitising table games and poker – as social distancing is limiting the number of tables on the floor, some are turning to digital table games such as poker, blackjack, etc.
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Clean machine alerts – once guests have finished playing on a machine, an automated alert is sent to operations so they can clean the machine.
Looking after your best and most loyal customers
Faced with limited customers, how do entertainment providers ensure their best customers will have more or less unfettered access to game when they want? Some casinos are creating clubs, where during particular hours only people belonging to the club can enter. Making the club invite-only is a great way to manage who can attend.
Your employees and their creeping liberties
Unfortunately, there will always be a certain number of employees who have a propensity for theft. Due to the financial hit many received because of COVID-19, those employees who did steal prior to COVID-19 may increase their corrupt behaviour in this new world we live in. Monitoring staff for behavioural changes is important, particularly at point of sale.
Remember, customers are there to be entertained, to experience somewhat of an escape. Providing them with the mechanisms to feel safe, as mentioned above, is key, but it’s important not to remind them that COVID-19 could be everywhere.
Casino and gaming venues still need to make people’s experiences fun and enjoyable.
Likewise, employees need to be reminded that they are being protected from the public, who could be carrying COVID-19. It’s a fine balance, but with a measured approach and the right risk mitigations in place, there is a way forward.
Rick Lopez is the Director of Casino Product Sales at eConnect. Rick is a knowledgeable casino industry veteran, having spent a majority of his career delivering innovative technology solutions across the US. As the gaming industry lead for eConnect, Rick brings a wealth of expertise in casino facial recognition management, loss prevention, and casino game protection.
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