Final month I used to be an invited teacher for the On line casino Resort Administration course throughout the College of Houston’s Conrad N. Hilton Faculty of Resort and Restaurant Administration. This was one in every of many experiential programs provided by the faculty and gave me the chance to go to Las Vegas for 5 days, getting a behind-the-scenes have a look at high-roller suites, gaming flooring, and high-tech safety techniques. Whereas every on line casino resort had a unique really feel, and our hosts gave totally different insights, one drawback was talked about persistently throughout the properties: Millennials weren’t gaming at excessive ranges and, though the casinos have been attempting, nobody knew the right way to repair it.
A lot of the casinos’ present Millennial methods centered round creating gaming alternatives that have been extra according to issues Millennials already favored (instance: multi-player video video games). The Rio, for example, simply accomplished The Wall Gaming Lounge, which consists of rows of laptop computer systems and permits for cash tournaments and self-serve beer. It appeared that the majority casinos considered this as the right technique: join gaming with video games that Millennials are already taking part in.
One of many fascinating components of being on this journey was observing the Millennial college students that I used to be travelling with, since they have been the precise demographic that these inns have been attempting to interact. It was fascinating to look at the scholars’ relationship and interplay with on line casino gaming. On the conclusion of the journey I agreed that there’s a disconnect between the casinos and the Millennials, however I am not 100% satisfied the reply lies in redesigning the video games to suit Millennial’s normal generational preferences.
In academia, we wrestle generally with the Millennials, too. To higher perceive their technology and extra successfully educate to them, I used to be just lately given a e-book by my Affiliate Dean: The Care and Feeding of Your Younger Worker (Jamie Belinne). A part of this e-book compares and contrasts totally different generations, how they interpret directions, and their most popular communication types. As I used to be interacting with my college students on the journey and occupied with among the ideas of the e-book, one thing dawned on me: There didn’t look like an effort by any on line casino to elucidate, in nice element, gaming to Millennials.
What if I instructed you that there have been a number of college students on our journey that did not know the right way to play blackjack? Nicely there have been, and it blew my thoughts. Lots of them didn’t perceive the way you gained on the slot machines. There was nice debate on whether or not or not you wanted to tip servers without spending a dime drinks. The extra I used to be within the on line casino surroundings the extra it grew to become clear to me: a part of Las Vegas’ Millennial drawback was Las Vegas’ assumption of Millennial gaming information. The issue was additional compounded by lack of considerable alternatives for Millennials to be taught.
In The Care and Feeding of Your Younger Worker, there was one half that stood out to me regarding communication with Millennials: “Give clear and particular directions with outlined timelines, deliverables, and limits, however encourage suggestions on processes from younger workers” (pg. 63). If that is the easiest way to speak with a Millennial, why have been there not simply accessible, clear, particular directions on gaming in Las Vegas?
I began to place myself in Millennials’ footwear whereas within the on line casino. As a result of their “helicopter” dad and mom’ interference, Jamie Belinne writes that many Millennials “have been taught to remain out of the best way and let their elders take cost” (pg. 21). Why would anybody count on them to behave in a different way in Las Vegas? Millennials do not have a superb grasp of slots and desk video games, however as an alternative of the casinos taking cost to point out them the right way to play, they’re shifting the video games to one thing Millennials already know.
The 2 areas the place the scholars did spend time gaming have been the poker site and craps. I feel this was resulting from their prior understanding of poker (those who performed poker understood the sport) and, in craps, the power to look at intently and never wager each roll. Craps allowed for them to be part of the motion, with entry to security (not betting each roll), whereas having the chance to be taught the sport from watching. In addition they had the power to ask inquiries to the opposite gamers and the three sellers.
What can casinos do?
Sure – catering to video games Millennials already know might be useful in attracting them, however there also needs to be an equal effort to permit them to develop into comfy with casinos’ present, confirmed, winners like slot machines and desk video games. Primarily based on Millennial behavioral and communication preferences, I might counsel attempting a number of of the beneath six concepts:
Create “future high-roller” tables and slot machine that supply very low limits ($.25 tables; $.01 slots) with no skill to extend bets. Do not supply drinks to those players. I feel this might give Millennials the power to be taught the video games in a much less intense surroundings. As soon as they get the dangle of issues they’ll possible depart the low limits to try to enhance their winnings and get free drinks.
Have a on line casino sport coaching space. As an alternative of getting one time the place a participant may be capable of be taught a sport (instance: Luxor does theirs at midday), supply an on-demand space the place Millennials can apply any sport at any time. Provide match play bonus as soon as the participant leaves the apply space.
Have half-speed tables and slots. Extra time to make selections will cut back the stress and can assist for novice gamers to evaluate all their choices earlier than betting. Restrict free drinks on this space.
Market to the poker site. Deal with youthful gamers as they’re leaving the realm and encourage them to strive video poker or the three-card poker desk video games. Provide match play.
Prepare the sellers to be extra welcoming. There’s an intimidation issue to sitting at a desk sport. A vendor that isn’t smiling and welcoming provides to this intimidation. I do know this may be a problem with the gaming unions, nevertheless it nonetheless ought to be a spotlight.
Employees the casinos with “ambassadors” who would be capable of be part of anybody gaming and reply questions in real-time. Have these folks gown in approachable apparel (no fits).
If it ain’t broke
Desk video games are a whole bunch of years outdated and slot machines have been round because the late 1800s (gaming historical past information). Whereas specializing in new video games that Millennials perceive is an effective technique, I might additionally work to take away the boundaries that exist from connecting the present video games to the Millennial technology. Millennials should be proactively supplied detailed data in a welcoming surroundings. If casinos are unable to do this, they could not be capable of seize Millennial enterprise within the long-run.

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