03 December 2017

Capture the Action :: Interview with Richard Taylor, President of Niagara Casinos

from Casino Life Magazine
November 2017

Standing tall above the internationally renowned Niagara Falls is Fallsview Casino Resort, Ontario’s gaming gem at the Canadian - US border. Considered the eighth wonder of the world, the Falls are an attraction I’ve visited a dozen times or more, with Fallsview Casino a regular stop each time I’m in the area. In recent weeks I have been able to chat with Richard Taylor, president of Niagara Casinos.

Casino Life Magazine
November 2017
[CL] Could you give us a bit of a background on your role with Fallsview, and what the responsibilities entail?

[RT] I currently serve as the is president of Niagara Casinos, which includes Fallsview Casino Resort and Casino Niagara in Niagara Falls, Ontario, Canada. I began in this role in January 2017.

With more than 4,000 employees, Niagara Casinos is the largest employer in the Niagara Region, and offers more than 4,300 slot machines and 170 table games across the two casinos. Combined, our properties are comprised of more than three million sq. ft. of gaming and non-gaming amenities. The properties also feature more than 20 restaurants, bars and lounges – including two multiple CAA/AAA Four Diamond Award-winning restaurants – and our food and beverage teams annually serve more than 2.3 million people.

Fallsview Casino Resort is home to the largest gaming floor in Canada at 200,000 sq. ft. – larger than three football fields. Fallsview also offers an award-winning hotel, a luxury spa, a galleria of more than 20 boutiques and shops, 30,000 sq. ft. of exhibition space, and a 1,500-seat theatre that hosts performances from some of the world’s top entertainers.

Richard Taylor
President of Niagara Casinos
Prior to my current position, from 2008 to 2017, I served as the vice president of operations for Niagara Casinos, which included responsibility for both properties and five departments – slots, table games, food and beverage, facilities, and hotel and spa operations.

[CL] What is your professional background prior to Fallsview?

[RT] Prior to Fallsview I worked for the Ontario Lottery and Gaming Corporation (OLG), which is the provincial government agency that conducts and manages gaming facilities, the sale of province-wide lottery games, PlayOLG internet gaming, bingo and other electronic gaming products at charitable gaming centres. I worked at OLG from 2004 to 2008 as vice president of gaming operations. This included  responsibility for the operations of 12 gaming sites in Ontario, including three casinos and nine slots at racetracks including Woodbine (Toronto) and Mohawk (Milton). Combined operations under my responsibility included approximately 3,500 employees, 6,500 slots and 70 table games, and four food and beverage operations.

Before joining the OLG, I worked for the Alcohol and Gaming Commission of Ontario (AGCO), which is an agency of the government of Ontario that oversees regulation pertaining to alcohol and gaming in the province. At AGCO, I served as the director of gaming compliance from 2000 to 2004 and I consulted and advised on all aspects of gaming operations within Ontario.

Prior to these roles I held senior-level management positions with casinos in Ontario including Brantford Charity Casino, Windsor Racetrack Slots, and Windsor Casino Limited.

[CL] Based on the Canadian side of the Falls, where does the casino draw most of its guests from?

[RT] We draw the majority of our customers from Southern Ontario – primarily the Greater Golden Horseshoe Area, which includes Niagara Region, Hamilton-Halton, Mississauga, Toronto, Kitchener-Waterloo and communities in between. We also draw heavily from Western New York, including Buffalo, Niagara Falls and Rochester. While the majority of our guests come from these areas, being in Niagara Falls, Ontario – an internationally recognized destination and arguably one of Canada’s strongest tourism markets – we are fortunate to welcome guests from all over the world every day.

[CL] How is Fallsview placed within the Ontario casino market?

[RT] From a location standpoint, Fallsview Casino Resort is unique in the Ontario market, and arguably the global market. Being within sight of Niagara Falls – the eighth wonder of the world – offers many advantages for us, including a unique opportunity for our visitors to view one of the most impressive natural wonders in the world at their leisure. There are several vantage points on the property where visitors can see the Falls, including some of our restaurants, balconies, and most of our 374 hotel rooms.

Additionally, the Falls has been drawing people to the region for centuries, and for a long time, the city was a seasonal tourism destination where summer was the main economic season. In the last two decades, the City of Niagara Falls has evolved to have tourism as a key economic driver, with billions in private and public funding invested in the city, turning Niagara Falls from a seasonal tourism destination into a year-round destination.

There are several organizations in the city and the province that conduct campaigns to drive tourism to Niagara Falls, and Niagara Casinos works with many of these organizations to promote the city. Having a commitment from various stakeholders to work together to bring tourists to the city is a great benefit for all businesses in the city, including Niagara Casinos.

Fallsview Casino is also a resort casino, with a variety of offerings to suit the needs of anyone visiting our facility. *See page 19 for information on Fallsview Casinos’ offerings and amenities.

And our key competitive advantage at Niagara Casinos is our 4,000 employees. With such a large, multifaceted operation, it takes a committed group of hardworking, dedicated individuals working as a team to ensure every aspect of our facility is running at an optimal level. From entertainment, dining, and gaming to security, environmental services, engineering and a variety of other areas of operation, it truly is the hard work of our employees that ensures each guest that visits Fallsview Casino Resort has a memorable experience.

[CL] What type of table games are provided at Fallsview? What are the most common?

[RT] Fallsview’s Table Games include:
  • Baccarat
  • Blackjack
  • Blackjack Switch
  • Caribbean Stud
  • Casino War
  • Craps
  • Double Attack Blackjack
  • EZ Pai Gow Poker
  • Four Card Poker
  • G4 Progressive, Five Card Bonus Hand
  • High Card Flush
  • Let it Ride
  • Mississippi Stud
  • Pai Gow Tiles
  • Roulette
  • Sic Bo
  • Spanish 21
  • Texas Hold’em Bonus
  • Three Card Poker
  • Ultimate Texas Hold’em

Our most popular games over the last 12 months are baccarat, blackjack and roulette.

[CL] How significant are slot machines in the overall gaming mix within the casino?

[RT] Providing our patrons with a variety of entertainment options is key to our success, and slot machines play a big role in that. With more than 3,000 slot machines, slots are by far our
largest gaming option by gaming amenity volume.

Because we offer such a large number of slot machines, and with a variety of themes and betting amounts, we are able to provide entertainment experiences to suit the needs of all our patrons.

[CL] How does social media play into Fallsview’s marketing mix?

[RT] Social media is an established and growing component of Fallsview’s marketing initiatives, and plays a part in nearly all of our marketing campaigns. Fallsview currently has official pages on Facebook, Twitter and Instagram, and also has several pages on TripAdvisor. For Facebook, Twitter and Instagram, Fallsview operates under the @Fallsviewcasino handle.

Social media is a great medium for us to use to communicate and engage with our patrons and fans, and to promote our various amenities. We post daily to each of our platforms, with postings including information such as newly added slot machines, upcoming events, entertainment announcements, facility-related information, things to see and do locally, new marketing initiatives, promotions, contests and more. From an engagement standpoint, these platforms are a fantastic way for us to hear from our followers about things that matter to them. We regularly field questions about our restaurants, upcoming performances, parking,
available games, and various changes to our business. The platforms allow us to respond quickly to patron requests, and we often use information gathered through social media to address items of concern and make improvements to our business. Additionally, we are always exploring other ways to make optimal use of our social platforms, including initiatives around using user-generated content, developing contests, and more.

In summer 2017, Fallsview Casino Resort was awarded with five TripAdvisor Certificates of
Excellence. Certificates were won for our Ponte Vecchio, R5 and 21 Club Steak and Seafood restaurants; our hotel; and for the facility as an attraction. These certificates were awarded based on customer ratings over the past year. Beyond winning the certificates, which was great, it really showed us the power of social media and is an example of how using the medium effectively can generate positive business results.

Social Media Stats
  • Facebook – 30,800 + followers
  • Twitter – 5,200 + followers
  • Instagram – 1,100 + followers
[CL] How do the casino’s entertainment offerings impact visits to the casino?

[RT] Fallsview’s entertainment offerings have a considerable impact on our ability to attract visitors to the casino. As a full-service casino-resort, and we offer a range of products, services and entertainment experiences designed to provide our visitors anything they need to make their entertainment experience memorable. At 2.5 million sq. ft., Fallsview cost $1 billion to construct and is the largest gaming facility in Canada. This includes our gaming floor, which is 200,000 sq. ft., and includes more than 3,000 slot machines and more than 100 table games. We have more than 20 restaurants on site, including several buffets and specialty restaurants. Two of our restaurants – 21
Club Steak and Seafood and Ponte Vecchio – have won  multiple CAA/AAA Four Diamond Awards, and both recently received Certificates of Excellence from TripAdvisor. Our 30-storey, 374-room hotel is also a multiple CAA/AAA Four Diamond Award winner, with most rooms providing a magnificent view of the Falls. Within the hotel is our spa, which offers patrons a variety of treatments and products, as well as a gym, indoor pool, sauna, Jacuzzi and steam room. Our 1,500-seat theatre plays host to some of the biggest names in entertainment. Some entertainers who have performed here in recent months include Adam Sandler, Rachel Platten, Roger Daltrey, Sarah McLachlan, Billy Crystal and more. And our Galleria includes dozens of retail shops, offering everything from specialty foods and clothing to jewelry and home décor.

With all of our amenities, we can offer guests nearly any kind of entertainment experience to suit their needs. Whether guests want to enjoy a great meal and take in a show, try their luck at our thousands of gaming options, do some shopping, spend a relaxing weekend at the hotel and spa, or any combination of these, all of Fallsview’s offerings combine to create a world-class experience so no matter what sort of entertainment our patrons are seeking to enjoy, we can accommodate nearly any request. Because we can offer this level of entertainment experience, we are fortunate to have a large volume of repeat visits and we are able to continuously attract new visitors to Fallsview.

Casino Life would like to thank Richard Taylor for his time and cooperation.



23 November 2017

Casino Entertainment :: Interview with Eileen Moore, Regional President at Caesars Entertainment

from Casino Life Magazine
November 2017

We’re catching up in this issue with one of the rock-stars of the Las Vegas casino gaming industry.  Spending her career in hospitality, Eileen Moore quickly built on her experiences in marketing and technology to rise within the industry.  She is now a Regional President at Caesars Entertainment Corporation.

With a start in Reno more than 77 years ago, Caesars has grown into the world’s most geographically diversified casino-entertainment company through development of new resorts, expansions and acquisitions.  Operating casinos on three continents, Caesars is now the world’s most geographically diversified casino-entertainment company.  The company’s resorts operate primarily under the Harrah’s®, Caesars® and Horseshoe® brand names and also owns the London Clubs International family of casinos.

As a senior level operations leader with extensive knowledge and proven ability, Eileen was able to leverage world-class technology solutions to create measurable and substantial revenue producing capabilities.

[Casino Life] You grew up in the hospitality industry.  Could you give us an idea of your background.  When and how did you made the move into gaming?  

[Eileen Moore] I started working in the hospitality industry when I was 15 years old at The Hotel Thayer at West Point Military Academy and I fell in love with the business. I attended The Hotel School at Cornell University and earned my degree in Hotel Operations.  I was always attracted to iconic and historic hotels so I was fortunate enough to work for The Waldorf-Astoria in New York
City and The Fairmont in San Francisco.  While working in the hospitality industry, I was on the ground level for the roll out of revenue management strategies and technology.  The vendor that worked with us to build our system at Hilton was building the first-ever gaming hotel revenue management system for Harrah’s Entertainment, now Caesars Entertainment, and I joined them in 1999 to roll it out.  I have stayed at Caesars, and with the industry since then because of how dynamic our company and business has become.

[Casino Life]  You have a considerable technical focus in your earlier years, including working in Revenue Management stretching back more than 20 years.  It was a fairly new concept in hospitality and gaming at the time.  How were you prepared for RM, and how have you seen it advance in Hospitality and Gaming?

[Eileen Moore] We didn’t offer a Revenue Management class when I attended University, but I always enjoyed our statistics and forecasting classes, so I was drawn to yielding and pricing early in my career.  It is such an amazing feeling to know you are driving the profitability of the entire property and get a scorecard every morning of how you performed.

[Casino Life] How would you summarize your management style, how you work and manage others?

[Eileen Moore] Many of my sponsors and mentors spent time developing and teaching me, and I am extremely grateful so my style for the past five years has been very focused on developing my team members to be the best they can be both personally and professionally.  My greatest joy is seeing people that I have developed lead these tremendous businesses.  I have directly developed over a dozen casino General Managers, and I am very proud of that.

[Casino Life] You’re a founding member of the Global Gaming Women.  How did that come about, and what are the goals and successes of the group?

[Eileen Moore] I was invited to join the board by Virginia McDowell our founding Chairperson and was thrilled at the opportunity to develop and educate women across our industry.  I have had a fantastic and rewarding career and wanted to inspire and motivate women to continue to develop and succeed.  Our mission is to deliver high impact programs and events on a global scale that support, inspire, and influence the development of women in the gaming and lottery industry.  We have had hundreds of women participate in our educational and mentoring programs with a high degree of positive feedback.

[Casino Life] What do you see as the future for women in gaming?

[Eileen Moore] Gender and pay equity is within our reach and we need to continue to aspire to be one of the first industries to achieve this globally.

[Casino Life] What are your responsibilities as Regional President for Flamingo / LINQ Hotel & Casino / Cromwell?

[Eileen Moore] I am responsible for the operations of these three incredible unique resorts, and ensuring our 5,000 team members are ready to create memorable experiences for our guests. I like it best how my son describes my job, “my mom puts on people's vacations.”  The Flamingo is the longest operating casino resort on the Las Vegas Strip and turned 70 this past year, and the LINQ Hotel & Casino and the Cromwell are the two newest.

[Casino Life] The Flamingo is in its 71st year ,and is going through a major renovation.  What investment is being made in the property?

[Eileen Moore] We recently finished a $7M refurbishment of our convention space, and we are Currently undergoing a $90 million renovation of 1,270 rooms at Flamingo Las Vegas, with first guests anticipated to check in November 2017. All rooms to be complete around the second quarter of 2018.

[Casino Life] The Linq Hotel & Casino has become a significant  draw on The Strip.  What market does The Linq Hotel & Casino address?

[Eileen Moore] The LINQ Hotel & Casino has been a smashing success with its target demographic: millennials.  The LINQ Hotel & Casino offers a modern resort experience that is technology forward, approachable and in a fantastic location.

[Casino Life] With your past technical work in data management, how do you see using data to enhance retention of current clients?

[Eileen Moore] Caesars Ent. is known as a best in class for any company in using our rich customer databases and we continue to grow and get smarter about the best uses, particularly on the hospitality side.

[Casino Life] How does Caesars use its prime locations on The Strip to address those not within the current management system?

[Eileen Moore] We have entanglement strategies and new technology to capture as much of the in-market and foot traffic as possible and we are relentless and growing this valuable channel.

[Casino Life] How does the Caesars address clients from overseas, such as Asia, Europe, South America?  Has the group actively promoted foreign and/or multi-lingual staff within?

[Eileen Moore] The Flamingo is a global brand and as such we have a very high percentage of international visitors.  They crave the legendary and authentic Las Vegas experience and the history that this resort provides.  We have 24 hour access to interpretation services and use them quite frequently!  We also continue to grow with our mobile pay options, such as WeChat Pay, which is very popular with our Chinese guests.

Casino Life Magazine would like to thank Eileen Moore for her time and contribution to this interview.




18 October 2017

인터뷰 Adria Lake - 회복탄력성 기반 웰니스 컨셉트 전파 앞장 :: A.W. LAKE Establishes New H.Q. and Resilience-Based Wellness® Concept in Colorado

from Wellness Today Korea
October 2017


 [편집자 주: 싱가포르 소재 웰니스 디자인 전문 기업 A.W.Lake가 최근 미국 콜로라도에 약 4만 8천 평 넓이의 부지를 매입하고 본사를 미국으로 이전했다. 본지는 과거 흥미로운 웰니스 디자인 컨셉으로 인터뷰를 한 바 있는 아드리아 레이크 (Adria Lake)를 다시 접촉해 최근의 상황, 특히 그녀가 전파하고 있는 <회복탄력성 기반 웰니스>(Resilience-based Wellness)의 이모저모에 관해 물어 보았다. 인터뷰는 웰니스투데이 요청으로 미국에 있는 빌 힐리(Bill Healey) 통신원이 미국 현지에서 진행했다. - 번역/정리: 웰니스투데이 손기영 기자]

[웰니스투데이] 최근에 A.W.Lake 본사를 미국 콜로라도로 이전했는데 특별한 중장기 계획이 있는가?

Adria Lake
[AL] 콜로라도에서 약 4만 8천평 넓이의 산지를 매입했는데, 주변에 로키 산맥과 야생 숲을 합쳐 약 9억 8천만 평 규모의 자연 환경이 인접해 있고, 이곳에 본사와 함께 회복탄력성 훈련 캠프를 만들고 있다. 개인적으로 지난 20여 년 동안 럭셔리 스파와 웰니스 관련 분야에 종사했는데, 최근에는 새 개념의 웰니스, 즉 개인에게 내재된 회복탄력성(resilience)과 점진적 체질화 혹은 고정화(evolutionary hard-wiring)를 강조하는 웰니스 개념과 접근법에 주력하고자 한다.

[웰니스투데이] 이 새로운 개념에 대해 더 자세히 알려달라.

[AL] 이 개념은 <회복탄력성 기반 웰니스>(Resilience-based Wellness®)로 이름을 만들었다. 개인적으로 지난 2014년 초에 다발성경화증(MS) 진단을 받은 뒤에 회복탄력이라는 아이디어에 관심을 갖게 되었다. 평생 누구보다 활동적으로 살아 온 나로서는 이제 몸이 움직일 수 없게 되고 신경 기능을 상실한다는 사실을 도저히 받아들이기 어려웠다. 1년 넘게 진단과 치료를 반복한 후 나는 파트너와 함께 가방을 꾸려 6개월 간 여행에 나서기로 했다. 6월 초, 남반구에서는 겨울이 막 시작되던 참이었고, 남극에서 가까운 칠레 최남단으로 향했다. 혹독한 겨울 기후에 맞서면서 거기서부터 북쪽을 향한 여정에 나섰다.

보통의 여행과는 다른 행정이었다. 과거 50여 개가 넘는 나라를 다니고, 산봉우리에 오르고, 사막과 고원을 건넌 경험이 있는 나의 육신이기에 남미의 오지라 불리는 파타고니아 고원의 혹독한 겨울 추위와 칠레 북부 아타카마 사막의 찌는 무더위, 그리고 세계에서 가장 광활한 볼리비아 안데스의 소금 벌판을 감내해 낼 힘을 과연 만들어 낼 수 있을지 알고 싶었다. 6개월의 여행을 마친 후에 얻은 대답은 주저할 것도 없이 ‘그렇다’였다. 극한 추위와, 무더위, 오지에서의 고립감과 낯선 환경들은 오히려 나의 신경계와 면역계를 강화시켰고, 내 건강을 회복시켜 주었다.

[웰니스투데이] <회복탄력성 기반 웰니스>(RbW®)을 정의한다면?

[AL] 내 자신의 개인적인 경험을 바탕으로, 그리고 우리의 진화 역사에서 뒷받침되듯이 <회복탄력성 기반 웰니스>(Resilience-based Wellness®)가 주장하는 바는 생존과 번영의 역량이 우리의 DNA 속에 코드화되어 있다는 것dlek. 수백만 년에 걸친 자연도태의 과정을 통해, 우리는 조상들의 탄력적이고, 풍부하며 생산적인 유전자들을 물려받았다고 보아야 한다. 허약하고 질병에 걸리기 쉽고 두려움이 많은 종들은 도태되어 없어졌다. 이 점이 우리 인간이 지구상에서 가장 성공적인 종으로 발달하게 된 이유이다.

[웰니스투데이] 회복력은 주로 신체적 한계, 거친 일, 박탈 같은 데로 밀어붙이는 것과 관련이 있나?

[AL] 나는 최근에 히로시마의 4백 배에 달하는 최악의 방사선 노출에서 살아남은 일군의 여성 노인들에 관한 글을 읽었다. 그들은 특별한 용기가 아니라 단순히 조상으로부터 물려받은 체르노빌의 고향 땅을 버리고 떠날 수 없다는 생각으로 그곳에 남은 사람들이다. 이들에게 있어 타향으로의 이주는 죽음보다 어려운 일이었다. 결국 그들은 생존했고, 그 ‘죽음의 땅’을 떠난 사람들보다 더 오래 살고 있다.

평범한 사람들이 극한 상황에서 회복탄력성을 발휘한 사례들은 주변에 많다. 회복탄력성은 역경, 트라우마, 비극, 위협, 혹은 심각한 스트레스 원인들에 직면하여 잘 적응하는 능력이라 정의내릴 수 있다. 연구에 따르면 회복탄력성은 평범한 것이며, 결코 특별한 것이 아니다. 우리는 누구나 회복탄력성을 보이면서 살고 있다. 부모로부터 학대받은 아동들, 극빈한 가정환경에서 성장한 사람들, 자연 혹은 인공 재해로부터 생존한 사람들, 삶의 벼랑에서 학대받고 착취당한 사람들, 전쟁, 테러, 극단적인 폭력의 희생자들 모두 우리의 상상을 넘는 회복탄력성을 보여 왔다. 회복탄력성은 우리가 획득하거나 학습하는 것이 아니다. 그것은 인간의 본성 속에 내재되어 있다.

[웰니스투데이] 웰니스 산업은 여전히 성장 중이고 수 조 달러 규모의 인기 산업으로 각광받고 있다. 그런데 궤도의 수정이 필요한가?

[AL] 웰니스 산업은 웰니스라는 것을 팔고 있다. 그런데 실제로 배달되는 것이 있나? 웰니스 산업은 건강에 대한 적극적이고 예방적인 차원의 접근을 통해 “신체적, 정신적, 사회적으로 완전한 웰빙 상태“에 도달하게 함으로써 이론상 삶의 질을 고양시키는 것으로 알려져 틈새에서 주류로 자리를 잡게 된 굉장히 성공적인 브랜드/사업이다. 웰니스 구호는 직관적으로 잘 받아들여진다. 더 나은 삶과 좋은 느낌을 누가 거부하겠는가. 고통이 넘치는 세상에서 웰니스 산업은 더 건강하고 더 행복하고 더 나은 ‘귀하’를 홍보하고 약속하고 있다.

그러나 현실은 이와 반대다. 금년 1월에 발표된 세계보건기구(WTO) 보고서에 따르면, 세계 인구의 사망 10대 원인 중 비감염성질환(NCDs)에 의한 사망이 전체 사망자 5천 6백40만 명 중 70%를 차지하고, 그 중 후진국에서는 37% 그리고 선진국에서는 88%로 조사됐다. 선진국의 경우 10명 중 약 9명이 비감염성질환으로 사망한 것이다. 비감염성질환 혹은 만성질환은 일반적으로 라이프스타일과 관련이 깊다.

4대 비감염성질환, 즉 심장병, 암, 당뇨, 만성호흡기질환 등의 원인이 세계 사망 인구의 약 3분의 2를 차지하고 있다. 이 질환들은 바로 웰니스산업이 감소시키거나 예방한다고 주장하는 것들이다. 웰니스 산업은 만성질환의 진료비 상승과 세계 인구의 건강 악화 속에서 산업의 미래 성장을 기대하고 있다.

[웰니스투데이] 그렇다면 왜 예방에 기반한 웰니스가 실패했나?

[AL] 예방은 고대 의학의 전통과 체계에 뿌리를 두고 있다. 인류는 사망이라는 것을 의식하게 된 시점부터 건강을 지키고 생명을 연장하고자 하는 욕망에 사로잡혀 왔다. 모든 문화, 문명, 심지어 가장 원시적인 공동체조차도 나름의 복잡한 의학 체계 혹은 힐링의 전통을 발전시켜 왔다. 전부는 아닐지라도, 많은 경우 에너지의 자연스런 흐름을 유지하고 환경과의 조화 속에 살아간다는 동일한 원리들을 공유해 왔다.

그런데 현대의 웰니스 산업은 "우리는 포위되어 있다"는 메시지 속에서 번창하고 있다. 유명한 블로거들, 의사들, 그리고 확신에 찬 여러 전문가들은 우리가 우리들보다 더 강력하고, 더 크고, 더 똑똑한 외부 세력들의 희생양으로 노출되어 있다는 사실을 믿길 바란다. 그들은 글루텐을 비롯해 박테리아, 바이러스, 미생물, 독소, 스트레스, 오염 물질, 알레르겐의 새로운 변종에 대해 우리에게 경고한다. 우리는 행복과 웰빙을 위해 수면부족, 영양결핍, 일과 삶의 불균형을 멀리하고 더 진지한 마인드풀니스(마음챙김), 감사, 연민에 집중하도록 도와주는 장치들을 착용하기도 한다.

웰니스의 언어와 사고방식은 확실히 조심스럽고 불안하고 두려워하는 것들이다. 우리는 힘들고, 독소적이고, 스트레스가 많은 환경을 피해 지속적으로 휴식을 추구한다. 또 우리를 병들게 할 수 있는 요소들을 멀리하거나 해독하거나 치료하지 못한 상태라면 아예 항복을 하고 받아들이고 포기하는 방향으로 가려 한다. 우리는 칼로리를 계산하고, 지방을 피하고, 당분 섭취를 중단하고 모든 것들에 대해 따지려 한다. 우리는 상표에[ 비-(非-), 반-(反-), 프리(-free) 같은 표현이 들어 있는 것을 더 신뢰한다. 그리고 식수를 정화하고, 공기를 필터로 거르고, 식품을 인증받게 하고, 수면과 보행을 계량화하기를 원한다.

한켠에는 다이어트에 골몰하는 사람들이 있다. 무엇을 먹을 것인지의 문제는 복잡하고 혼란스러울 뿐 아니라 마치 하나의 도덕률인 것처럼 되어 버렸다. ‘우리 대(對) 그들’ 식의 접근법은, 개방성을 지향하거나 건전한 의심의 차원을 넘어, 방어, 단절, 구분을 강조함으로써 웰니스 자체를 특정 부류의 사소한 개념으로 만들어버리고 있다. 그리고 삶의 질을 높이는 것과는 별개로, 자기개량과 최적화에 대한 집착이 그 자체로 끝없는 추구 대상이 되어 있다.

따라서, 웰니스라는 딱지는 여전히 잘 팔리고 수백만 명을 끌어 당기고 있지만, 이른바 웰니스 피로감, 즉 냉담, 악화, 또는 불신을 유발할 수 있는 반작용을 목격하는 단계에 들어섰다고 말할 수 있다.

[웰니스투데이] <회복탄력성 기반 웰니스(RbW)®>는 ‘예방 기반 웰니스’와 어떻게 다른가?

[AL] RbW®는 예방에 대한 접근 방식과 태도가 다르다. 외부 세력으로부터 자신을 보호하고, 환경을 통제하고, 무수한 잠재 위협에 조바심을 내는 것이 아니라, 그것들에 대한 우리의 저항력을 강화하는 데 초점을 맞춘다. 탄력성이 있는 사람들은 여러 종류의 낯선 상황들과 조건들에 스스로를 노출시키고 개방함으로써 스트레스, 역경, 트라우마, 비극, 위협들에 ‘준비된’ 자세로 임하고 더 강해지고 더 탄력적인 모습으로 거듭날 것이라는 확신을 한다.

[웰니스투데이] <회복탄력성 기반 웰니스®>에서는 어떤 것을 강구해야 하는지, 웰니스 산업 안에서 응용할 수 있는 부분들은 무엇인지 말해달라.

[AL] <회복탄력성 기반 웰니스®>는 아래와 같은 요소들을 강조한다.

(1) 믿음(confidence) - 탄력성을 가진 사람들은 실천과 숙달에서 비롯되는 평온함과 준비자세를 갖추고 있다. 탄력성은 평범한 것이며, 결코 특별한 것이 아니다. 우리 모두는 그것을 가지고 있고, 실천을 통해 완벽하게 만들 수 있다. 훌륭한 운동 선수들이 쉽게 승리를 얻는 것처럼 보이듯이 탄력성도 자연스럽게 발휘될 수 있다.

(2) 명료성(clarity) - 탄력성을 지닌 사람들은 목표와 방향만 뚜렷하다면 중도의 어떤 장애나 방해에도 불구하고 바른 궤적으로 전진해 나아갈 수 있다.

(3) 적응력(adaptability) - 탄력적인 사람들은 통제범위를 넘는 상황에 직면해서도 호기심, 창의력, 지혜를 발판으로 하여 유연성과 자신감을 유지한다.

(4) 공동체(community) - 사회적 동물인 우리는 진화 과정에서 서로를 돌보도록 조건이 지워져 왔다. 따라서, 비록 자립이 탄력성의 열쇠이기는 하지만, 우리는 혼자가 아니라 공동으로 성장하도록 체질화가 되어 있다. 강력한 커뮤니티와 연대를 구축하고 그 일원이 될 때 회복탄력성이 더욱 강화되고 공동의 목표를 공유하게 된다.

그렇다면 웰니스 산업은 어떻게 회복탄력성을 더 강조하는 방향으로 발전할 수 있을까? 그 요령은 아래와 같다.

(1) 믿음 강화 - 세계적으로 유행병처럼 번지고 있는 건강 관념을 반전시키는 데 앞장서야 한다. 명확한 목표를 설정하고 이를 달성하기 위해 단합해야 한다. 의료비의 상승과 전세계 인의 건강 악화는 사업적으로는 도움이 될 수는 있겠지만, 우리가 앞장서지 않으면 우리 시대는 오래 가지 못할 것이다.

(2) 명료화 - 세계적인 건강 유행병 확산에 기여하고 있는 각국 정부의 낡은 표준들이나 정책들, 일반적인 통념, 기성 산업계가 후원하는 각종 연구물들이 과연 정확한 것인지 의문을 제기하고 도전에 나서야 한다. 각종 데이터와 정보가 유포되기 전에, 명확함과 투명성을 강조하고 보다 독립적이고 엄격한 검토 작업을 진행할 때, 비로소 의문 투성이의 관행, 오도된 주장, 조잡한 과학에 조명을 들이댈 수 있게 되고, 이 시대의 탁월한 통찰 혹은 정신으로 가장한 채 웰니스 산업을 뒤덮고 있는 희미하고 나태한 논리의 두터운 안개를 거두어 낼 수 있게 된다.

(3) 적응력 제창 - 판단은 천천히 하되 적응은 신속하게 해야 한다. 전통을 보존하는 일 뿐만 아니라, 우리는 새로운 것들을 창조하고 열린 마음을 유지하면서 현상 타파를 위한 대화를 시작해야 한다. 세상의 진정한 진보, 성장, 변화를 가로막는 소심함과 장애물들을 없애면서 건강 유행병의 확산 진로를 민첩하게 바꿔주어야 한다.

(4) 공동체 형성 - 공통의 이념으로 뭉친 공동체는 멈출 수 없다. 웰니스 산업은 우리가 진정으로 값진 이념 아래 서게만 되면 이미 무시할 수 없는 세력이 된다.

[웰니스투데이] RbW®는 미래를 위해 어떻게 우리를 준비시킬 것인가.

[AL] 회복탄력성은 미래다. 생명공학, 유전자 변형, DNA 기반 연구 및 의학, VR, 대용량 데이터 분석, 글로벌 컨넥티비티, 개인정보/건강데이터에 대한 접근, 불멸성에 대한 타고난 욕망 등이 교차하고 있는 환경 하에서 탄력성을 강화하는 일, 즉 질병, 환경스트레스, 자연/인공 재난, 확학독소, 심지어 죽음에 대해서까지 회복탄력성을 강화하는 일은, 지구상에서 우리의 미래를 보장하는 가장 논리적인 방법이라고 볼 수 있다.

따라서, 우리가 장차 기계와 인공지능의 지배를 받게 될 지 아니면 이들과 더불어 번영을 구가하게 될지, 혹은, 우리 스스로가 초래한 각종 질병들과 환경재해들로 인해 사멸하게 될지 아니면 더 강하고 지성적이고 계몽된 종으로 진화하게 될지 여부는 순전히 우리의 회복탄력성과 지혜에 달려 있는 문제다.

[웰니스투데이] <탄력성 기반 웰니스®>가 A.W.LAKE의 새로운 사업을 어떤 식으로 이끌어 갈 것으로 보는가.

[AL] 콜로라도에 있는 새 본사에는 회복탄력성 훈련 및 야생 캠프가 들어서 있다. 대형 복합 단지에는 캠프장, Maker 's Studio & Gallery, 데모 키친/요리학교, 옥외 목재 사우나 및 스팀 캐빈, 얼음욕조, 350마일 거리로 이어지는 등산로, 급류 래프팅, 카누, 스키, 스노우 보드, 수영, 암벽 등반, 낚시, 사냥, 숲 탐사, 야생 생활 트래킹 및 333 회복탄력성 훈련 프로그램 등이 갖춰지게 된다. A.W.LAKE Wellness USA는 MAAD Design & Properties와 협력하여 전체 시설의 컨셉트 개발, 건설, 시공 및 운영관리를 준비하고 있다.

디자인 컨설팅 및 자산관리 전문 회사인 MAAD는 파트너이자 남편인 마크 게릿센(Marc Gerritsen)과 함께 최근 따로 설립한 회사인데, 회복탄력성 디자인(Resilience Design) 원리들을 상업, 주거, 호텔/레저 건축 및 디자인에 적용하는 사업에 주력할 예정이다. 마지막으로, 금년 말 쯤 "S.M.R.T Body Fuel"이라는 브랜드로 자체 재배한 식물들을 기반으로 케톤생성성(Ketogenic) 기능 식품들도 론칭시킬 예정이다.


< 저작권자 © 웰니스투데이 무단전재 및 재배포금지 >

===== ENGLISH VERSION =====

A.W. LAKE, an award-winning wellness design firm based in Singapore, has recently acquired 16 hectares (40 acres) property in Colorado as the site of its new headquarters in the US. We are fortunate to catch up with Adria Lake to discuss their move as well as their focus on Resilience-based Wellness.

[Wellness Today Korea] You have recently relocated to Colorado. What are your immediate and long terms plan for A.W.LAKE?

[AL] We recently purchased a 16- hectares (40 acres) mountain top property bordering an additional 300,000 hectares (800,000 acres) of forest land and Rocky Mountain wilderness and are currently busy constructing our new Headquarters and Resilience Training and Wilderness Camp. After spending the last twenty years in the spa/wellness and luxury hospitality industry, we are exploring a new concept and approach to wellness, one that is based on our inherent resilience and evolutionary hard-wiring.

Adria Lake
[WTK] Tell us more about this new concept.

[AL] We named the concept Resilience-based Wellness®. I became interested in the whole idea of resiliency after being diagnosed with early on-set of MS in 2014. As someone who has been extremely active and physical my whole life, the possibility of losing my mobility and neurological functions was unthinkable. After more than a year of tests, treatments, and grim diagnosis, my partner and I packed our bags and started our 6 months hiatus. It was early June and the start of winter in the southern hemisphere, so we decided to head to the most southern tip of Chile, a stone throw away from Antarctica, in the dead of winter and worked our way north.

This wasn’t just another trip. I wanted to know if the same body that has taken me on journeys to more than 50 different countries, climbed peaks, crossed deserts and walked endless plateaus can still muster the strength to cope with the harsh Patagonian winter, extreme heat and dryness of the northern Chile’s Atacama desert, and the isolation of the world’s largest and inhabitable Bolivian salt flats in the Andes. At the end of my 6 months experiment the answer was not only a resounding “yes” but my exposure to extreme cold, heat, isolation, remote and unfamiliar surroundings, strengthened my nervous system, re-calibrated my immune system, and restored my health.

[WTK] Define Resilience-based Wellness (RbW®)?

[AL] Based on my own personal experience and backed by our evolutionary history, Resilience-based Wellness® asserts that the capacity to not only survive but thrive is encoded in our DNA.

Through millions of years of natural selection, we inherited our ancestors’ resilient, resourceful, and productive genes. The frail, weak, disease prone and fearful of our species would have died out. This is how we have evolved to be the planet’s most successful species.

[WTK] Is resilience mostly about pushing your physical limits, tough talks, and deprivation?

[AL] I recently read about a group of elderly survivors, mostly women, of one of the worst environmental disasters on the planet who refused to leave their homeland and exposed themselves to a level of radiation 400 times that of Hiroshima. They stayed not as a dare or act of courage, but because to the babushkas (grandmothers) of Chernobyl, leaving their homeland was worse than death. They not only survived, but outlived those who left the “dead zone”.

There are many other examples of extreme resilience from ordinary people in all walks of life. Resilience is defined as the ability to adapt well in the face of adversity, trauma, tragedy, threats or significant sources of stress. Research has shown that resilience is ordinary, not extraordinary. We commonly demonstrate resilience. Children of abusive parents or those who grew up in destitute and impoverished surroundings; survivors of natural and/or man-made disasters; marginalized, mistreated, and exploited groups of people; victims of wars, terrorism, and extreme violence have, in the past and present, shown resilience beyond anything we can imagine. Resilience is not something that we need to acquire, attain, or learn. It is an inherent human trait.

[WTK]: Wellness is a multi-trillion dollar industry that has continued to grow and gain popularity. Why fix something that isn’t broken?

[AL] Wellness sells. But does it deliver? Wellness is an extremely successful brand/business that has gone from niche to mainstream by promising “a state of complete physical, mental, and social well-being” through a proactive or preventive approach to health that should, in theory, enhance one’s quality of life. Its appeal is intuitive. Who wouldn’t want to be well, feel good or do a bit of good. In a world full of adversities, wellness promotes and promises a healthier, happier, better YOU.

The reality, however, is quite the opposite. According to World Health Organization’s latest report (released in January 2017) on the top 10 causes of deaths worldwide, non-communicable diseases (NCDs) accounts for 70% of the 56.4 million deaths, ranging from 37% in low-income countries to 88% in high income countries. All but 1 of the 10 leading causes of death in high income countries were NCDs. Non-communicable diseases or chronic diseases are usually caused by lifestyle factors.

Four types of NCDs – cardiovascular diseases, cancers, diabetes, and chronic respiratory diseases – account for almost two-thirds of all deaths globally. These are the very type of diseases that the wellness industry claims to reduce and/or prevent. Curiously, the industry bets its future growth on the rising costs of treating chronic diseases and the deteriorating health of the global population.

[WTK] So, why has prevention-based wellness failed?

[AL] Prevention has its roots in ancient traditions and systems of medicine. From the time we became conscious of our own mortality, the desire to preserve our health and prolong our existence has consumed us. Every culture, civilization, and even the most primitive community has developed their own complex systems of medicine and/or healing traditions. Many, if not all, share the same key principle of maintaining our natural flow of energy and living in harmony with one’s surrounding.

Modern day wellness, however, thrives on its “we are under siege” missive. Celebrity bloggers, doctors, gurus, masters, and other wellness infallibles, want us to believe that we are helpless victims of external forces, stronger, bigger and smarter than us. They warn us against new strains of bacteria, virus, microbes, toxins, stress, pollutants, allergens, not to mention all things gluten. We wear devices that remind us just how sleep deprived, poorly nourished, lacking in work-life balance, and in need of more mindfulness, gratitude and a large dose of compassion we are to have a shot at happiness and well-being.

The language and mindset of wellness is also tellingly cautious, anxious, fearful. We go on retreats to escape our taxing, toxic, stressful surroundings. We seek to surrender, accept, and abandon if we are not already abstaining from, detoxing, and treating whatever ails us. We count calories, avoid fat, cut sugar, and argue over everything else. We trust in Non-, Anti-, and Free- fill-in-the-blank labels. And, we want our water oxygenated, air filtered, food certified, sleep and steps quantified.

Then there are the diet-tribes. The issue of what to eat has not only become complex and confusing, it has also taken a moralistic bent. This Us vs. Them approach is defensive, insular, divisive. Instead of fostering openness and reserving a healthy dose of skepticism, wellness can be tribal and trivial. And, far from enhancing our quality of life, our fixation on self-improvement and optimization has become an endless pursuit in of itself.

So, while the wellness brand still sells and attracts millions, we are starting to see a backlash of wellness fatigue that may quickly turn into apathy or worse, distrust.

[WTK] How is Resilience-based Wellness® different than prevention-based wellness?

[AL] RbW® takes on a different approach and attitude towards prevention. Rather than striving to protect ourselves from external forces, control our environment, or fretting over the infinite number of possible threats, we focus on building our resistance to them. By exposing and opening ourselves to as many different types of unfamiliar situations and conditions, resilient individuals face stress, adversity, trauma, tragedy, and threats from a state of “readiness” and are confident that they will bounce back stronger and even more resilient.

[WTK] Could you tell us what to look for in Resilience-based Wellness® and its applications within the Wellness industry?

[AL] Resilience-based Wellness® advocates:

Confidence – Resilient individuals project a sense of calm and readiness that come from practice and competence. Resilience is ordinary, not extraordinary. We all have it in us, but, practice makes perfect. Just as great athletes make winning look easy, resilient individuals thrive with grace.

Clarity – Having a clear sense of purpose, drive and direction keep resilient individuals on course and moving forward despite of obstacles or hurdles on their way.

Adaptability – Resilient individuals use their curiosity, creativity, and resourcefulness to stay flexible and buoyant in facing situations which are beyond their control.

Community – as social animals, evolution conditions us to look after one another. So, although self-reliance is key to  resiliency, we are hardwired to thrive together, not alone. Building and being a part of a strong community and kinship strengthens our resilience and anchors us to a common cause and purpose.

How the Wellness Industry can be more resilient and stay relevant:

Foster Confidence -- Lead the way in reversing the rising trend of the global health epidemic. We need to set a clear set of goals and unite to achieve them. The increasing cost of health care and deteriorating health of the global population may be good for business, but unless we deliver, our days are numbered.

Bring Clarity – Question and challenge the accuracy of sponsored/industry backed research, conventional wisdom, and outdated government standards and policies that contribute to the global health epidemic. Our insistence on clarity, transparency, independent and rigorous reviews of data and information before they are disseminated will shine a light on questionable practices, misleading claims, and shoddy science and lift the thick fog of hazy (and lazy) logic masquerading as spirituality or wisdom of the ages that shrouds the wellness industry.

Advocate Adaptability -- Be slow to judge and quick to adapt. In addition to preserving traditions, we need to create new ones, keep an open mind and start conversations that challenge the status quo. Be agile and change the course of global health and wellness by removing obstacles and doing away with small-minded thinking that thwart progress, growth, or real change in the world.
Build a Community -- a community united by a common cause is unstoppable. The wellness industry is a force to be reckoned with once we stand behind a worthy cause, together.

[WTK] How will RbW® prepare us for the future?

[AL] Resilience is the future. As the rapid advancement in bio-technology, genetic modifications, DNA based research and medicine, VR, big data analytic, global connectivity, access to personal info/ health data, and our innate desire for immortality intersect, enhancing our resilience to diseases, environmental stresses, natural and man-made disasters, chemical toxins, and even death would be the most logical way to secure our future on the planet.

So, whether we will be subjugated by machines and AI’s (artificial intelligence) or thrive alongside them; die off from diseases and environmental disasters of our own making or continue to evolve into formidable, intelligent and enlightened species will depend on our resilience and resourcefulness.

[WTK] How will Resilience-based Wellness® drive A.W.LAKE’s new ventures?

[AL] Our new headquarters in Colorado will house the Resilience Training and Wilderness camp. The large complex features fully equipped camp sites, Maker’s Studio & Gallery, Demo kitchen/Cooking school, outdoor wood- fire sauna and steam cabins, ice baths, and access to over 350 miles of hiking trails, white water rafting, canoeing, skiing, snowboarding, swimming,rock climbing, fishing, hunting, and forest foraging, wild life tracking, and the 333 Resilience Training program. A.W.LAKE Wellness USA is working with MAAD Design & Properties in the concept development, construction, set-up and management of the entire facility.

MAAD, a design consultancy and property management company I recently formed with my partner and husband Marc Gerritsen, will focus on bringing Resilient Design principles to commercial, residential, and hospitality/leisure architecture and design. Last but not least, we are also launching our own plant-based Ketogenic functional food range, under the brand “S.M.R.T Body Fuel” later this year.

< 저작권자 © 웰니스투데이 무단전재 및 재배포금지 >

The Spa at Seneca Niagara :: A lavish respite from the unrelenting bustle of modern life

from Wellness Today Korea
September 2017

After months of travel between Asia and the USA, it was a privilege for my wife and me to spend a few days at the Seneca Niagara Resort & Casino -- the only AAA 4-Diamond Award-winning Hotel in Niagara Falls, New York (USA). With our stay, we were able to experience one of the signature treatments at “The Spa”. For many, visits to The Spa at Seneca Niagara would be a welcome break from a day of gaming or visiting the world renowned waterfalls.

Our couples treatment was a welcome cure for jet lag. The Swedish Massage helped us unwind with gentle, relaxing massage techniques aimed at improving circulation and vitality. We found the Spa’s tag-line to be correct in that they provide “A lavish respite from the unrelenting bustle of modern life … and a restful escape for the mind, body and soul.”

Once entering The Spa and checking-in, we were taken to a waiting area where we were greeted by our therapists. They then escorted us to our locker rooms where we had full access to the steam room, sauna and whirlpool tub.

Upon entering the Couple’s Suite, we were pleasantly surprised at the size of the room, as it provided a large jacuzzi tub for 2 and a fireplace. The serene setting provided a soothing and tranquil environment, enhanced by the quality service provided by the well trained therapists.

For those looking to fully indulge, The Spa offers three packages:

TWO OF A KIND: an experience that begins with 30 minutes of relaxation in a private whirlpool tub followed with a 50 minute Swedish massage ending with a customized facial for two.

QUEEN FOR THE DAY: includes a 50 minute Swedish massage, a customized facial, with
and eye and lip treatment and luxurious body treatment.

KING FOR THE DAY: includes a 50 minute therapeutic massage with an invigorating hair and scalp treatment, a gentleman’s facial and classic manicure.

The Spa at Seneca Niagara provides a full range of services inclusive of assorted Packages, Esthetics, Body Treatments, Massage, Salon Services, Manicure / Pedicure, and Acupuncture.

Our treatments at The Spa were a welcomed opportunity to unwind after several months of international travel. For those who make their way to the Niagara area, we highly recommend The Spa at Seneca Niagara.

Contact details:

Seneca Niagara Resort and Casino
310 4th Street
Niagara Falls, NY 14303 USA

1-877-8-SENECA
www.senecaniagaracasino.com


04 October 2017

Interview with Pat Bassney, GM, Seneca Niagara Resort & Casino

from Casino Life Magazine
October 2017

Niagara Falls offers visitors a place where they can experience one of the world’s natural wonders, explore acres of pristine hiking trails and scenic terrain, and taste the simple goodness of the region’s orchards and award-winning wineries.

Casino Life Magazine
October 2017
The American side of the falls offers multiple gaming opportunities, with the Seneca Niagara Resort as the top choice.  Bill Healey recently caught up with Pat Bassney, General Manager of the Resort.

[Casino Life]  Could you give us an overview of your background with Seneca Niagara Resort & Casino, and your responsibilities within the group?

[PB]  I am responsible for the overall operation of the casino and resort, its day to day operation and strategy for future years. I work with a talented team that love to take care of our guests and provide them with exceptional hospitality.

[Casino Life]  What has been your industry experience before Seneca?

[PB]  I began in Las Vegas a few years ago and my career has taken me to Reno, Atlantic City, and tribal casinos in New York with the Oneida’s, Mohawk’s, and now the Seneca Nation.

[Casino Life]  What impact are you expecting to have at Seneca?

Pat Bassney, GM
Seneca Niagara Resort & Casino
[PB]  My goal is to further a fine tradition of providing exceptional service to our guests while giving them the highest quality gaming, entertainment, and dining experiences. At the same time improving the benefits to the Seneca people with employment and growth of our gaming operations.

[Casino Life]  What are the target markets of Seneca Resorts?

[PB]  The key markets for our Niagara casino is the greater Buffalo area and surroundings as well as travelers from all over the world.  We are a premier resort destination just walking distance from Niagara Falls.

[Casino Life]  How do you describe your leadership style?

[PB]  I am a passionate and visible leader who enjoys spending time on the casino floor listening to our guests and our team members and ensuring they are enjoying their time with us.

[Casino Life] Seneca Resorts are positioned as all-round tourist properties in Western New York.  What are some of the iconic features within the property helping advance the property as one of the region’s leading entertainment destinations?

[PB]  In Niagara Falls we certainly have the falls themselves that are a wonderful backdrop to our
world class facility. Not only do we have more than 3,000 slot machines and 85 table games, but Seneca Niagara is a AAA Four Diamond rated luxury hotel and our fine dining steak house, The Western Door, is a Wine Spectator Award of Excellence 2017 winner. We have ten dining destinations for our guests to choose from fine dining at Koi and Koi Noodle Bar (our Asian cuisine), and la Cascata (our Italian fare), to the Thunder Falls buffet and more.  We can satisfy every palate day or night.

[Casino Life]  With guests being offered experiences away from the casino, could you highlight the value the non-gaming options add to Seneca Casino's overall operations?

[PB]  We are only steps away from the world famous Niagara Falls which is a wonder in itself. The surrounding region has many activities from the Maid of the Mist, jet boat excursions in the Niagara River, Cave of the Winds, and more. The world-class entertainers that we offer at our venues also bring guests from all over including across the border in Canada.  The resort also owns the Hickory Stick Golf course nearby which is an award winning course only minutes from the casino.


[Casino Life]   Which types of slot machine and multi-player slots does the casino offer?   What are the preferred slots machines?

[PB]  We offer Vegas style reel slot machines, video slot machines, video poker and electronic table games.  Our guests really enjoy playing the games that offer bonus rounds to include free games and progressives.  They also like themed games like Wheel of Fortune, Willy Wonka, Big Bang Theory, Buffalo and Lightning Link.

[Casino Life]  What types of table games do the casinos currently offer, and are they expected to
expand? 

[PB]  We offer Blackjack, Craps, Roulette, Baccarat, Pai Gow Poker and a variety of novelty games. There are no plans to expand table games at the moment.

[Casino Life]  Does Seneca host gaming tournaments?  If so, what are the more popular tournaments?

[PB]  We offer daily and invitational slot tournaments.  We also participate in the Everi TournEvent of Champions that send some of our guests to Las Vegas.  Our Table Games hosts Blackjack and Baccarat tournaments quarterly. Both are very popular. 

[Casino Life]  How does social media play into the marketing mix?

[PB]  Social media is very important to us because this is where many of our guests communicate and we reach out to them using various platforms; Facebook, Twitter, our website, Integral, Yelp. We also have:  iPlaySeneca.com which is our social gaming website that many of our guests enjoy.

[Casino Life]  Some say a director’s desk can convey a lot about their management style.  For some, its organized chaos.  What’s on your desk, and what will it say about your management?

[PB]  First I have a commemorative set of casino chips from our recent concert with the band Kiss, this evokes great memories for the great team-work of our organization and a killer show the band put on for us. Another example of our world class entertainment offerings.  After that it is a moving flow of items from; budgets to letters from our guests and employee recognition letters, but it is always in flux just like the day to day operations of a casino resort.

Casino Life Magazine would like to thank Pat Bassney for his time and input.



08 September 2017

Status of Casino Gaming in Latin America 2017

from Gaming & Leisure Magazine
Fall 2017

In this issue’s Global Road Trip, we’re fortunate to catch up with Francisco Vidal, COO - Director of Operations at Sortis and Golden Island Casinos in Panama.  Mr. Vidal provides us with insight on the Latin American gaming industry gained from a lengthy career in the international casino market, much of that based in Central America.

Gaming & Leisure Magazine
Fall 2017
[G&L]  What is the anticipated growth of land-based casino gaming in Latin America?

[FV] From my point of view, if we are looking for growth opportunities, they depend on the evolution of the gaming legislation in both Mexico and Brazil. In the case of Mexico, although they have a lot of casinos with bingo and electronic gaming devices spread around the country, full fledged operations that include a good offer of table games and poker is almost non existent, so if they regulate with common sense and a long term view, without doubt, the country will get many more investments on the sector and of better quality (even the blue chip operators could get interested in starting operations there). Regarding Brazil, it is the sleeping giant, I have been invited to the Brazilian Gaming Congress in Sao Paulo the next 25-27th of June 2017, and it will be interesting to see how the process of liberalization of the gaming industry is evolving, if there is any real advance or endless talks that lead to nowhere, depending on the direction that the country follows it could have a huge impact in the rest of the continent. The rest of the countries of the region: Colombia, Peru, Argentina, Chile and the small ones, although they have relatively developed markets, their potential for growth is much more limited.

Mr. Francisco Vidal
[G&L]  How is the market impacted by online gaming?

[FV] At the moment, I do not see that online gaming is impacting too much land based operations in Latin America, compared to western Europe or the USA, the penetration of the internet has a lot space for growth, and apart from that, the legislation on most countries is non-existent or in its infancy. Most probably in the next 5 years, many countries will liberalise online gaming and some companies (especially the more sophisticated ones) will implement an omnichannel strategy, the same thing that we can see now in United Kingdom or Spain, where gaming companies with land based operations are trying to capitalize on their presence on the different channels, that thing happening in Latin America will depend in the end on the direction in which the different countries will go regarding online gaming regulation.

[G&L]  Is illegal gaming a significant issue in Panama and Latin America?   What is being done to
combat it?

[FV] In the case of Panama, because of its strong tradition (there has been in the country casinos for many years), and highly regulated market, illegal gaming is not such a significant issue; there are some illegal poker games and some slot machine parlours scattered around the country that do not comply with the gaming legislation, but I do not see them as a threat to the legal operators. Regarding the Latin American context, in my opinion you can not generalise, but as a principle in those countries in which a good offer exists (full fledged casinos and gaming rooms), illegal operators do not have much space to position themselves; and the contrary, so you are going to find those kinds of business in countries such as Brazil, Venezuela, Ecuador; countries in which there is a demand for gaming that is not attended by professional operators. Being honest, it challenges my common sense the lack of vision of most politicians when we talk about gaming prohibition, for me is a complete waste of time, effort, and resources.

[G&L]  Is there cooperation between neighboring countries to fight illegal gambling?

[FV] There are several events per year in which gaming agencies of the different Latin American countries meet and discuss this issue, but there is a huge gap between those conversations and real cooperation, most probably there are many other priorities such as money laundering, the fight against terrorism, and the war on drugs, just to mention a few. What we have at the moment are mainly local initiatives, in which there is some degree of collaboration between the gaming operators and the local authorities (police, Ministry of Finance, etc.).

[G&L]  Are there programs in the region to combat gambling addiction?

[FV] In the last years we have seen some advances on this front, the casino associations of most countries in the Latin American region are organising workshops and conferences that discuss the issue of problem gambling, and in some jurisdictions we have some regulations that try to protect the gaming customers. From my point of view, there is a lot of room for improvement especially from the side of the land based and online operators, it would be interesting to see a more proactive attitude from the part of the established players in the region regarding the information about the gaming products that they offer their customers (house edges of the different bets on table games, slot volatility, operational procedures, etc.), the way in which their floor employees are trained, and the controls they put in place on the floor (the slot machines are connected to online systems that track the player behaviour) in order to see when players are deviating from their regular patterns of play and what actions to take according to the data.

[G&L] What are your responsibilities as COO - Director of Operations at Sortis & Golden Lion Casinos?

[FV] This COO position is kind of a hybrid role, I am in charge of the day to day operations of the casinos (the casino managers report directly to my position), and at the same time, most of the support areas: Finance, Human Resources, IT, Marketing, etc., report to me as well. It is a very interesting position because you can see the business from many different angles with all the learning that this implies, one minute you are having a conversation about which are going to be the limits on Baccarat, the next you are running a meeting in which it will be discussed the marketing plan for the next month and you could finish your day talking with the IT manager about the possibilities of using wifi technology to connect the slot machines to the casino management system. In summary, a role in which you can develop yourself fully as a casino executive and learn a lot, which in the end is what keeps me illusioned every day.

[G&L]  How many casinos are under your direction?   Are they all within Panama, or spread out geographically?

[FV] At the moment, we have 3 casinos in Panama City, each of them in a different sector, the main one (Sortis) in Obarrio, and then the 2 Golden Lions, the first in El Dorado and the second in Marbella. The Sortis Casino is targeted to the mainstream customers, is the kind of casino that caters to a broad segment of players, apart from the mandatory slots and table games, it has a very nice Bingo area and the best poker room of the country; we run there the biggest tournaments in town, this year in March we organised the Pokerstars Championship for example. The Golden Lions, even though, they have an offer that appeals to all types of customers, is got a special focus on the chinese community of the city.

[G&L]  Could you give us a bit on your background in the gaming industry?

[FV] Well, my career is divided in four stages clearly differentiated, the first as a casino dealer in both London and Las Vegas, after that comes a period as a floor manager in several casinos in Spain (up to this point I saw myself as a tourist in the casino business), on 2001 I was offered a management position in a casino in Dominican Republic, and from that point there was no coming back for me, It was the beginning of an almost 10 year period as a full casino manager both in the Caribbean and Peru. The last stage, is the current one, it was initiated on 2010, I call it the “corporate” phase, in which I have taken several positions as COO and Country Manager in Panama, Mexico, Croatia and Spain for the main Spanish gaming groups (Cirsa, Codere, LGG). Nowadays, I am back in Panama (my first experience here was between 2010 and 2012), enjoying a new challenge in this beautiful city, surrounded by a team of brilliant professionals ready to disrupt the status quo of the industry. In summary, I have touched in my life around 40 casinos, in 8 countries and for 8 different gaming companies.

[G&L]  How does gaming in Panama compare to other parts of Latin America?

[FV] I have worked in Latin America for around 15 years now and I can honestly say that today Panama City is the most complicated casino market in the region, the competition is brutal, most of the casinos have seen their numbers decline in the last 5 years, some of them are operating at a loss (negative Ebitda), and the situation will not change any time soon; who´s going to survive is everyone's guess. In my case, I am pretty happy in this business environment, if you are a real professional, this is a place in which you can show your real capabilities and skills to a great extent. Compare to other Latin American markets, Panama is got a lot of flexibility in terms of the kind of activities and commercial incentives that you can offer to your customers, so there is a lot of space to use your imagination and be creative.


Gaming & Leisure Magazine would like to thank Mr. Vidal for his participation in this interview.