University of Nevada, Las Vegas (UNLV)

Key Insights from Swedish Casino that Remained Open During COVID-19

UNLV researchers share lessons learned from Casino Cosmopol CEO Per Jaldung.
13-Jul-2020 3:40 PM EDT, by University of Nevada, Las Vegas (UNLV)

Newswise — As casinos in Las Vegas enter the second month of reopening since the COVID-19 pandemic  took hold, UNLV gaming researchers say they can draw upon insights from industry collaborators in Sweden, a country that took a more open approach to the crisis compared to other governments.

In a new paper from UNLV’s International Gaming Institute (IGI), researchers compiled key insights from Casino Cosmopol, a casino in Stockholm, Sweden that remained open through the end of March as counterparts in Nevada and around the world, closed. The casino, like properties around the world, eventually shut down, but during it's extended time open, IGI researchers were able to glean best practices that operators around the world can learn from.

Casino Cosmopol, unlike casinos in Nevada and elsewhere, had to “adapt on the run,” and did not have months of down time to draft a detailed strategy for reopening, IGI research assistant and Harrah College of Hospitality doctoral student Kasra Ghaharian and IGI Executive Director Bo Bernhard found.

In addition to employing extra hygiene procedures and social distancing at restaurants and table games on the casino floor, Casino Cosmopol’s CEO Per Jaldung shared in-depth details of the experiences while his business operated during the height of the pandemic. Ghaharian and Bernhard construed the insights into the following lessons learned for other hospitality industry executives.

Key insight No. 1: Share best practices

Constant best practice sharing, even with competitors and across geographic borders, is the best way to get smarter and faster.

Participating in industry video conferences, such as IGI’s Executive Development Program, is one way to do this.

“If you’re the kind of leader who usually keeps things close to the vest, as your competitive impulses win out over information sharing — stop,” UNLV researchers write. “Now is not the time.”

Key insight No. 2: Communicate, communicate, communicate

Customers have an enormous thirst for information.

Jaldung quickly learned that, even more important than the safety and cleaning procedures themselves was Casino Cosmopol’s decision to communicate those procedures at multiple levels with customers.

Visibility was also important. Customers may be comfortable with—and even prefer—highly visible cleaning and sterilization policies, UNLV researchers write. When customers could see staff constantly making a concerted effort in repetitive cleaning of slot machine touch points, elevator buttons, and door handles, it translated to positive customer morale.

Key insight No. 3: Be flexible and agile

In a dynamic time such as this, it’s important for casino operators to remember that they won’t have all of the answers at hand, researchers said.

Casino Cosmopol did not have the benefit of widely published operations guides to deal with the coronavirus, and yet they arrived at smart, flexible solutions.

“While everyone talks  about the importance of ‘turning your property into a lab,’ Casino Cosmopol was able to do it, at the very time they needed to innovate most, thanks to enhanced communication and empowerment tools,” the researchers said.

Key insight No. 4: Employees want to contribute

They want a seat at the table, and they know more about how customers are genuinely feeling than anyone else in the company. Management needs to leverage this, and let employees know that they are a critical component to the recovery strategy.

Key insight No. 5: Technology is key, most notably as an enabler of human social intelligence

Casino Cosmopol used technology to institute a group chat, which they named “Corona Chat” among employees, enabling real-time intelligence to be shared on what was happening in the trenches. In one notable interaction, a dealer and cashier addressed a concern about the frequency of cleaning chips without ever having to involve a manager.

“Casino Cosmopol’s ‘Corona Chat’ was the best ‘game changer’ for the company, as it empowered employees across hierarchies to lead, to share, and to bond in their common interest of continuing to serve during difficult times,” researchers wrote.




Filters close

Showing results

110 of 2927
Released: 14-Aug-2020 4:55 PM EDT
Managing your child’s diabetes during COVID-19
University of Texas Health Science Center at Houston

These days it’s hard not to worry about whether a quick outing to the grocery store will result in catching COVID-19. But for parents with children who have preexisting health conditions such as diabetes, it can be especially hard not to worry about whether their child is at a higher risk of becoming severely ill from the virus.

Newswise: 1200x800?cb=1597350935
Released: 14-Aug-2020 3:35 PM EDT
Gaiters do no harm: WVU toxicologists find coverings help contain the spread of exhaled droplets
West Virginia University

Experts with the West Virginia University Center for Inhalation Toxicology found that – assuming it’s a good fit - a gaiter will, despite recent reports, provide a respiratory containment of exhaled droplets comparable to a common over-the-ear cloth mask.

Newswise: AI software enables real-time 3D printing quality assessment
Released: 14-Aug-2020 3:05 PM EDT
AI software enables real-time 3D printing quality assessment
Oak Ridge National Laboratory

Oak Ridge National Laboratory researchers have developed artificial intelligence software for powder bed 3D printers that assesses the quality of parts in real time, without the need for expensive characterization equipment.

Newswise: Is the COVID-19 virus pathogenic because it depletes specific host microRNAs?
Released: 14-Aug-2020 3:05 PM EDT
Is the COVID-19 virus pathogenic because it depletes specific host microRNAs?
University of Alabama at Birmingham

Why is the COVID-19 virus deadly, compared to cold-causing coronaviruses? Analysis current literature and bioinformatic study of seven coronaviruses, suggests that SARS-CoV-2 acts as a microRNA “sponge,” leading to better viral replication and blockage of the host immune response.

Released: 14-Aug-2020 2:30 PM EDT
UW team developing model to help lower COVID-19 infections in Seattle, other major cities
University of Washington

A UW team has received a grant to develop a model that uses local data to generate policy recommendations that could help lower COVID-19 infections in King County, which includes Seattle.

Newswise: Cardiovascular risk factors tied to COVID-19 complications and death
12-Aug-2020 7:05 PM EDT
Cardiovascular risk factors tied to COVID-19 complications and death
PLOS

COVID-19 patients with cardiovascular comorbidities or risk factors are more likely to develop cardiovascular complications while hospitalized, and more likely to die from COVID-19 infection, according to a new study published August 14, 2020 in the open-access journal PLOS ONE by Jolanda Sabatino of Universita degli Studi Magna Graecia di Catanzaro, Italy, and colleagues.

Newswise: Study shows frequently used serology test may not detect antibodies that could confirm protection against reinfection of COVID-19
Released: 14-Aug-2020 1:55 PM EDT
Study shows frequently used serology test may not detect antibodies that could confirm protection against reinfection of COVID-19
University of Texas M. D. Anderson Cancer Center

Two different types of detectable antibody responses in SARS-CoV-2 (COVID-19) tell very different stories and may indicate ways to enhance public health efforts against the disease, according to researchers at The University of Texas MD Anderson Cancer Center. Antibodies to the SARS-CoV-2 spike protein receptor binding domain (S-RBD) are speculated to neutralize virus infection, while the SARS-CoV-2 nucleocapsid protein (N-protein) antibody may often only indicate exposure to the virus, not protections against reinfection.

Released: 14-Aug-2020 1:50 PM EDT
USC scientists identify the order of COVID-19's symptoms
University of Southern California (USC)

USC researchers have found the likely order in which COVID-19 symptoms first appear: fever, cough, muscle pain, and then nausea, and/or vomiting, and diarrhea.

Released: 14-Aug-2020 1:45 PM EDT
Stay the Course with Personal Finances during Pandemic, Johns Hopkins Expert Advises
Johns Hopkins University Carey Business School

Keeping on a careful and steady path is the wisest approach to personal money management during the uncertainties of the COVID-19 crisis, says Associate Professor Yuval Bar-Or of the Johns Hopkins Carey Business School.

access_time Embargo lifts in 2 days
Embargo will expire: 17-Aug-2020 11:00 AM EDT Released to reporters: 14-Aug-2020 1:25 PM EDT

A reporter's PressPass is required to access this story until the embargo expires on 17-Aug-2020 11:00 AM EDT The Newswise PressPass gives verified journalists access to embargoed stories. Please log in to complete a presspass application. If you have not yet registered, please Register. When you fill out the registration form, please identify yourself as a reporter in order to advance to the presspass application form.


Showing results

110 of 2927

close
2.02438