Hashimoto: Casino Management: A Strategic Approach © 2008 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Hashimoto: Casino Management: A Strategic Approach © 2008 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Chapter 7 DEVELOPMENT OF CORPORATE CULTURE & TECHNOLOGY Kathryn Hashimoto East Carolina University

Hashimoto: Casino Management: A Strategic Approach © 2008 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Hashimoto: Casino Management: A Strategic Approach © 2008 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Introduction Gambling spirit is said to be inherent in the culture: Technology, culture, and gambler developed together to improve life Four trends that influenced the development of gaming and casinos: “Outlaw” to respectable Low-tech to high-tech Focus on individual to a focus on masses Individual owners to team management

Hashimoto: Casino Management: A Strategic Approach © 2008 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Hashimoto: Casino Management: A Strategic Approach © 2008 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Trends From Outlaw to Being Respectable Gambling was associated with shysters, conmen, and criminals. Mob money used to build first Las Vegas casino. In 1960, Howard Hughes bought and began to run casinos like traditional big business. Computerized systems improved efficiency and minimized discrepancies in transactions. Satellites allow multiple collecting sites for data, allowing an extra level of security.

Hashimoto: Casino Management: A Strategic Approach © 2008 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Hashimoto: Casino Management: A Strategic Approach © 2008 Pearson Education, Upper Saddle River, NJ All Rights Reserved. From Low-Tech to High-Tech Culture Materials Easiest accessible materials: dice and cards Tables became fancier; specialized layouts Table games have become high-tech Chip has a radio frequency identification device Internet gaming is the newest high-tech option

Hashimoto: Casino Management: A Strategic Approach © 2008 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Hashimoto: Casino Management: A Strategic Approach © 2008 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Machines 1875 – pull-handle machines set reels spinning 1930s – first electric jackpot bell machine 1970s – video poker 1980s – stepper slot allows greater versatility Technology prints tickets with player’s credits Slot data system gathers machine information every minute of the day for analysis

Hashimoto: Casino Management: A Strategic Approach © 2008 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Hashimoto: Casino Management: A Strategic Approach © 2008 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Surveillance Man with a shotgun sits on the 2nd floor balcony. Walkway became intricate grid above entire floor. Hi-tech cameras focus so well that surveillance can see serial numbers of quarters on table below. Facial recognition programs identify a person. Software integrates with security environment. Radio frequency identification tags (RFIDs) allow items to be tracked.

Hashimoto: Casino Management: A Strategic Approach © 2008 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Hashimoto: Casino Management: A Strategic Approach © 2008 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Focus on Individual to Focus on Masses Men were gamblers; “nice girls” were not. Slots thought as perfect entertainment for women; the original “low rollers.” Casinos realize low rollers contribute to profits. Atlantic City bus programs attract low rollers. Electronic databases allow for effective marketing to attract “bulk of Middle America.”

Hashimoto: Casino Management: A Strategic Approach © 2008 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Hashimoto: Casino Management: A Strategic Approach © 2008 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Individual Owners to Team Management Corporate culture – described as the personality of an organization. Corporate cultures are important – set boundaries for behavior by managers and employees. Individual Owners Management rested on one man’s whim Fear of management kept employees honest Promotion came to employees who were loyal

Hashimoto: Casino Management: A Strategic Approach © 2008 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Hashimoto: Casino Management: A Strategic Approach © 2008 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Shift to Team Management & Corporate Culture In the 60s & 70s, a shift in management styles Some say Howard Hughes began the shift Superstitions replaced by facts Teams of employees replaced individual owner Corporations started new trend in management Divided casino into two parts: - Casino side: the daily grind of securing & tracking money - Administration side: marketing, accounting, human resources

Hashimoto: Casino Management: A Strategic Approach © 2008 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Hashimoto: Casino Management: A Strategic Approach © 2008 Pearson Education, Upper Saddle River, NJ All Rights Reserved. The Two Cultures Collide Changing times reinforced new corporate culture. Not just the ownership change that altered traditional corporate culture. With new gaming venues, competition for employees became intense. Anyone with any qualifications or experience quickly climbed the corporate ladder.

Hashimoto: Casino Management: A Strategic Approach © 2008 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Hashimoto: Casino Management: A Strategic Approach © 2008 Pearson Education, Upper Saddle River, NJ All Rights Reserved. Computer Management Tools Became Important Gaming management systems united the departments. One system used for slot management, patron management, table game systems, cage, and credit systems; integrates all information into one database.