For nearly a century, casinos built their success on a simple promise: affordable amenities and the possibility of a life‑changing win. But about a decade ago, that equation shifted. First came parking fees. Then resort fees. Then steadily rising prices for rooms, dining, entertainment, and even basic necessities like bottled water. Today, it’s clear that customers have reached their limit.
Tariffs have slowed international travel, and economic uncertainty at home has made regional casinos more appealing — especially those that resisted the trend of nickel‑and‑diming their guests. As visitor volumes decline, industry leaders are being forced to rethink long‑standing business models.
- Parking fees are being paused.
- Resort fees and pricing structures are under review.
- Some leaders are calling for a return to entrepreneurial risk‑taking.
- At least one major operator is doubling down on legendary service.
This isn’t just a gaming‑industry problem. Across the broader economy, customers are pushing back against rising prices and declining service. And from my experience, the solution isn’t complicated — it’s a return to the fundamentals of genuine hospitality.
- Eye contact signals awareness and respect.
- A smile communicates care.
- Going above and beyond shows that people matter more than margins.
But none of this can happen without starting in the right place: with employees.
Employees are a company’s most valuable asset. Stop asking them to do more with less. Start showing appreciation. Listen to their feedback. Catch them doing things right. Treat them like customers, and they’ll treat your customers even better.
Whatever business you’re in, invest in employee satisfaction. Empower them, support them, and recognize them — and they’ll deliver the kind of legendary service that not only wins loyalty but grows markets, even in the toughest storms. Dig deep today.
Dolly Rebecca Parton (born 1946): American singer, songwriter, actress, philanthropist, and businesswoman.
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