Jennifer Caruso, General ManagerSeneca Buffalo Creek Casino in Buffalo, NYwww.senecabuffalocreekcasino.com

The new Seneca Buffalo CreekCasino celebrated its official grandopening in late August 2013 to ravereviews. It is downtown Buffalo’sonly casino and now the third SenecaCasino in the Western New York

region – complete with more than 800 new slot machines, 20 table games, two restaurants, a sports bar, a safe and securefour-level parking ramp and surface parking. The casino celebrates community partnerships, and one such example isour main restaurant, Buffalo Savors Grill. It features well-knownitems from local restaurants, including chicken wings fromDuff’s, beef-on-weck sandwiches from Charlie the Butcher’s,pizza from Franco’s, sandwiches with homemade Italian saucesfrom Ilio DiPaolo’s, hot dogs from Sahlen’s, desserts fromChrusciki Bakery and much more.

Location is everything. The Seneca Buffalo Creek Casinois one of the latest attractions in the rapidly developing Cobblestone District along Buffalo’s Inner Harbor. It’s also justminutes from the Peace Bridge to Fort Erie, Canada, and a half-hour from Niagara Falls. It also is close by to other majorattractions in downtown Buffalo, which makes coming to thecasino a part of a larger day or night out on the town.

Furthermore, like the other two Seneca Casino properties,we offer exceptional guest service, the very latest slot machines,smoking and nonsmoking areas, favorable currency exchangerates, and comp points that can be earned at both slots and tablegames.

One aspect that visitors will enjoy is our new ticket exchangeprogram. After attending an event at the nearby First NiagaraCenter, Shea’s Performing Arts Center, Coca-Cola Field or anyother ticketed downtown Buffalo event, guests can bring theirticket stubs to the casino that same day and receive $10 in freeslot play. With sporting events we offer $5, but up the ante to$10 when the home team wins.

Dawn Clayton, General ManagerThunder Valley Casino Resort in Lincoln, CAwww.thundervalleyresort.com

The quality and range of ourresort amenities underscored withsuperior customer service distin-guishes Thunder Valley CasinoResort not just from other casinos,

but all resorts in Northern California. Guests find a full arrayof entertainment throughout our 200,000 sq. ft. Vegas-stylecasino, with over 2,500 slot and video machines, 110 tablegames, 240-seat Poker Room and more. The AAA Four Diamond, 300-room hotel rivals the finest properties in theworld. We are able to offer memorable guest experiences utilizing our luxurious spa, award-winning restaurants andbars, poolside cabanas and our championship golf course. Our signature restaurant, High Steaks Steakhouse, is the onlyone in the region awarded AAA’s Four Diamond rating, and thedining experience is absolutely outstanding.

Thunder Valley Casino Resort stands out in large partthanks to the relationships that we develop with our loyalguests. From our VIP hosts to each team member in everydepartment, we are constantly listening to and considering thefeedback from guests. Over the last year, for example, our pokerroom has risen to be one of the top poker destinations on theWest Coast, a direct result of us hosting nationally recognizedtournaments such as the World Poker Tour and HeartlandPoker Tour that deliver the kind of competition and excitementpoker players can’t get elsewhere in the local area. Addition-ally, our 5,000-seat outdoor amphitheater attracts over 125,000guests annually who enjoy an all-star lineup of headliners frommusic to comedy.

We currently have several exciting projects in developmentthat will expand our destination resort amenities, both to stayon the cutting edge of trends in gaming and hospitality and toenhance the guest experience here. We recently revised ourThunder Rewards loyalty program. Similar to airline, hotel and

48 Indian Gaming May 2014

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In part two of this series, we spoke with general managers from gaming properties across the country about what makes their properties unique and the key factors that help them maintain their competitive edge. Here is what they had to say...

Ask the Experts: Spotlight on Maintaining the Competitive Edge

Jennifer Caruso Dawn Clayton

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other loyalty programs, we now reward our guests 5% back onall gaming and resort activities. As part of the new ThunderRewards program, we developed a strategic partnership withMGM Resorts that opens up Las Vegas to our guests, and intro-duces us to MGM’s customers. This year we also anticipateadding an outdoor dining area to High Steaks Steakhouse. OurSummer Concert Series, starting in June, continues to drivenew entertainment experiences and will provide a unique dining option with local favorites – the SactoMoFo food trucks.It should be another great summer under the stars at Thunder Valley Casino Resort.

Blake Cumbers, General ManagerFort McDowell Casino in Fountain Hills, AZwww.fmcasino.com

Fort McDowell Casino was thefirst casino in the Phoenix metro-politan area and celebrates a 30-yearwinning streak this year. It’s location,just northeast of Scottsdale near SheaBlvd and Hwy. 87, provides a unique,

mountain-view setting for a multi-faceted resort experience.The resort features the casino, a four star hotel, a large RVresort, Fort McDowell Adventures that offers unique outdooractivities, and WeKoPa, the highest rated public golf course inArizona.

The warm, friendly and attentive employees at Fort McDowellResort & Casino are often cited by customers as being the reason that they return again and again. It is often said by customers that they feel like family at Fort McDowell Casino.

At Fort McDowell Casino we take great pride in providinga wide variety of the newest table games and slot machines available. We always have hundreds of new games on the floor, some of which are only available in Arizona at FortMcDowell.

Matt Harkness, COO, Four Winds Casinosand GM of Four Winds New BuffaloFour Winds in New Buffalo, Hartford, andDowagiac, MIwww.fourwindscasino.com

Four Winds Casinos, owned by the Pokagon Band ofPotawatomi Indians, are the premier gaming destinations in

the Midwest and offer an unparalleledgaming experience. Four Winds NewBuffalo is conveniently located just 60miles east of Chicago, off I-94 at Exit1 in New Buffalo, MI, which isChicago’s favorite weekend getaway

destination. Four Winds New Buffalo features a 130,000 sq.ft. gaming floor and is home to 3,000 slot machines, a smoke-free slot room, and 61 table games. In addition to our gamingamenities, guests can enjoy live entertainment at our SilverCreek Event Center and Hard Rock Cafe Four Winds, andenjoy a meal at The Buffet or Copper Rock Steakhouse, whichis a six-time recipient of the Wine Spectator Award of Excel-lence and features a gourmet dining experience. Four WindsNews Buffalo also offers 415 hotel rooms, including a mix of suites and standard rooms. Four Winds Hartford inHartford, MI features more than 550 slot machines, nine tablegames, a 74-seat restaurant, and a 15-seat bar. Four WindsDowagiac in Dowagiac, MI features 300 slot machines, five tablegames and one restaurant.

We co-brand and co-market all three of our Four Windslocations for guest convenience, allowing our customers to usetheir loyalty points and marketing offers at any Four WindsCasino. We also place a very high value on providing over thetop customer service. From an objective, quantifiable meansof reviewing service, we’re head and shoulders above what you’dexpect in a regional market.

The recently constructed Silver Creek Event Center has provided premium headliner entertainment and meeting spaceto the region, including past performances by Rod Stewart,Sheryl Crow and Tony Bennett. Upcoming concerts includeDiana Ross, Jay Leno and Train. We’ve also recently built the area’s only Hard Rock Cafe as an additional dining andentertainment venue, offering weekly live music including up-and-coming acts like country singer JT Hodges.

Vik Mahajan, General ManagerRiver Cree Resort and Casino in Enoch,Alberta - Canadawww.rivercreeresort.com

River Cree Resort & Casino is located on Enoch Cree Nationlands, bordering the city of Edmonton, Alberta. The Enoch CreeNation, 100% owner of the resort, is a sovereign governmentwhose members are direct descendants of the largest FirstNations cultural population in Canada. The resort opened in

Blake Cumbers

Matt Harkness

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October of 2006 at a cost of $184 million. The resort has the most slots of any casino in the greaterEdmonton area and has the largesthotel, convention, and entertainmentspace of any resort-style casino in

Alberta. The property is a market leading destination resortcasino, hotel, food and beverage, sports and entertainment complex.

River Cree offers premier amenities including a 249-roomfour-star full-service Marriott Hotel and Conference Centre,branded and managed by Marriott Hotels of Canada Ltd.;20,000 sq. ft. of meeting and convention space; a 67,000 sq. ft.sports complex which features two NHL-size ice rinks; a1,700-seat entertainment venue used for concerts, comedyshows and trade shows; a fine dining steakhouse; a central casinobar and a casual sports-themed restaurant offering Off TrackBetting; a buffet and bistro restaurant, coffee and snack bar; andcomplimentary valet parking. We pride ourselves on beingAlberta’s premier destination resort.

In the Venue, guests experience the sights and sounds of thebiggest names in music and comedy. Concerts ranging fromLorrie Morgan and Pam Tillis, to Credence Clearwater Revisited and Nazareth, as well as comedy from the likes of Rodney Carrington and Don Burnstick – all coming to perform on our stage. The Venue is the place to see world classentertainment. We have two to three shows each month alongwith multiple tradeshows throughout the year as the space canaccommodate just about any type of event.

Ezequiel “Zeke” Perez, Casino General ManagerIsleta Resort & Casino in Albuquerque, NMwww.isleta.com

Isleta Resort & Casino features traditional and modernNative American artifacts and designs unique to the South-west. The colors throughout the property are consistentwith those used in traditional local jewelry, such as turquoiseand coral. We have also mimicked the look and feel of theIsleta Resort & Casino at the new three times bigger PalaceWest Casino, which opened in April. The new building consists of an additional 200 machines and a new food venue,Chile Ristra 2, yet remains 100% smoke free. These featuresprovide our guests with a very welcoming atmosphere at each

property. We feature all the traditional food and drinks that canonly be found in New Mexico.Guests can enjoy the tastes of NewMexico in TIWA or the Chile Ristra or try signature drinks with

a great steak in Embers. From Embers guests can enjoy thefamous New Mexico sunset and witness the beautifulturquoise and coral skies. Isleta Resort & Casino also featuresother great entertainment and amenities including The Spa,Isleta Golf Club, Fun Connection, and Isleta Lakes and RV Park. What truly sets us apart from any casino in theSouthwest is the hospitality that our employees provide toensure that every guest feels at home. Isleta Resort & Casinostrives to be the first choice in casino entertainment in NewMexico.

We continuously strive to offer the newest games and innovations to our guests. To succeed in this very competi-tive market we have to always be looking at how we can makethe guest experience less stressful and serve them in a timely manner. We recognize our VIP guests and invite them to special VIP only events every month whether they are onproperty or at other local events around Albuquerque. Theseevents give our staff time to get to know the guests and findout what they desire and be able to provide it to them.

Our biggest competitive edge is the family feeling that weprovide to all guests and the warm welcome that can be felt whenthey enter the property. The people of the Pueblo of Isleta havealways welcomed guest into their homes and provided them withexceptional hospitality for many years and this tradition lives on at each property. Everyone has the same games, entertainment, and amenities, but we believe that if we makeexperiences truly memorable, guests will choose us every timeas their entertainment destination.

Future plans include remodeling the showroom and creating a new gaming area for bingo players at Isleta Resort& Casino. Currently our showroom is a multi-purpose roomfor concerts and bingo. We want to eliminate the labor that itcosts to turn the room and create additional revenue by not having to close bingo when there are concert events scheduled.This renovation will also allow us to provide a greater enter-tainment experience for our concert goers with better sight lines and impeccable sound quality. We can then provideentertainers with outstanding accommodations and state of theart equipment.

Vik Mahajan “Zeke” Perez

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Bill Peters, General ManagerChumash Casino Resort in Santa Ynez, CAwww.chumashcasino.com

The Chumash Casino Resort’smain attraction is its world-classgaming that is open 24 hours a day,seven days a week. We feature 2,000of the newest slot machines, pokerand black jack, bingo, free play andweekly luxury car drawings, amongmany other exciting offerings. The

Chumash Casino’s award-winning Samala Showroom hostsGrammy-winning entertainers, and championship boxing in anintimate setting. There is no other casino resort like the Chumash Casino in the region.

What makes us unique is what also gives us our competi-tive edge and that is our ideal location. We’re located in theheart of Santa Barbara Wine Country, one of the West Coast’spremier travel destinations. Visitors have unlimited choices forfun and exciting entertainment or they can just relax. There’snot only world-class gaming here, there is wine tasting, golfing,fine dining, shopping and plenty of outdoor activities. The Chumash Casino Resort truly is the ultimate escape.

In 2013, our entertainment strategy evolved to accommo-date lower-cost events with the intention of providing a morerobust schedule without overtaxing guests’ wallets with high-ticket prices. This approach opened our showroom to high-endcover bands and local performers, and was received with greatsuccess. We’ve adopted this strategy for 2014. In addition, to adding more shows at attractive prices, we’ve also done extensive research on our database demographics to identifynew performance genres to bring to the Samala Showroom.

Through this process we identified a large segment of theFilipino population that we were not engaging directly with ourcurrent schedule. As a test for this demographic, we broughtin the musician Gary V in February. He was so well receivedthat we have three additional Filipino acts scheduled for theremainder of the year. This new genre is being added to ourexisting Latino segment, and together will make up roughly 25 percent of our scheduled performers in 2014.

Michael A. Peters, General ManagerRedwood Hotel Casino in Klamath, CAwww.redwoodhotelcasino.com

Located in Klamath, CA, where the Klamath River meetsthe Pacific Ocean on scenic coastal Highway 101, the RedwoodHotel Casino is scheduled to open this July and will be the onlyHotel Casino in the Redwood National and State Parks.

Surrounded by some of the world’smost breathtaking natural beauty,the Redwood Hotel Casino is theperfect home base for anyone seek-ing world-class adventures. Beyondgaming, the area features many

outdoor activities, including, hiking, birding, wildlife viewingand recreational fishing. The hotel itself will be a 60 room Holiday Inn Express – the #3 ranked hotel brand in Americain terms of customer satisfaction.

Adjacent to the hotel, the Redwoods Casino will attractgamers from near and far, and feature 120 slot machines, a 50-seat restaurant/sports bar, an outside dining patio, andnon-stop excitement.

Visitors come to Yurok Country to find a whole number ofoutdoor activities, from pristine shores and mystifying Redwoodforest, to looking for Bigfoot. The key factor that allows us tokeep a competitive edge is that the Redwood Hotel Casino islooking for Adventure Guides to create legendary adventuresfor our guests. We recognize that the Redwood Hotel Casinois not the destination, but we want to be the stop-over andadventure concierge for guests visiting the Northern Californiacoast.

The destination hotel and casino is just one part of a largereconomic revitalization initiative by the Yurok Tribe. Construc-tion is currently underway on the Yurok Village Cultural Park.This will be a self-guided park experience for Yurok cultureinterpretation and will include a salmon cooking pit for groups.Additionally, construction will begin this spring on a visitor center and amphitheater which is expected to draw thousandsof visitors to Klamath. At the same time construction willbegin on roadway and sidewalk improvements to KlamathBlvd. and improvements to the former Market Building. Alsoa new Justice Center is scheduled for completion by the endof the year.

Tom Polusny, General ManagerMystic Lake Casino Hotel in Prior Lake, MNwww.mysticlake.com

Mystic Lake is located in the southwest metro area of Minneapolis. We are a full-service resort property with sevenrestaurant choices, banquet facilities, 586 hotel rooms, a championship golf course, 4,000 slots, 76 table games, and a512-seat bingo hall. In short, Mystic Lake is the largest casinoresort in our five-state region. Moreover, in this past year wecompleted the implementation of our last 10-year plan to addamenities and improve interior spaces, assuring our position

Bill Peters

Michael A. Peters

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as the highest-quality entertainmentdestination in our region.

First and foremost, Mystic Lakeenjoys the benefits of stable andeffective leadership at the tribal and

business levels that has regularly looked out for the long-termhealth of our business. Second, this long-term philosophy alsoextends to our relationship with our Team Members, whohave been the cornerstone of our successful business. Finally,the Shakopee Mdewakanton Sioux Community has been committed to maintaining the quality of our facility whileregularly adding to the mix of amenities, which allows management to focus on growth.

We are currently developing our next 10-year master plan, and we look forward to announcing our next round ofproperty improvements and enhancements this year.

Rich Purser, General ManagerSuquamish Clearwater Casino Resort inSuquamish, WAwww.clearwatercasino.com

Clearwater Casino is unique in that itis the only waterfront casino resort in theSeattle area. It is comfortable and clean,which is extremely important to theguests. Clearwater has a full-service spa,award winning golf course and three

wedding/event venues to choose from. Our competitive edge is kept by the outstanding customer

service Clearwater has to offer. During the months of July and August we have free concerts on the resort lawn everyThursday. The breathtaking view is what makes our familyfriendly events the experience of a lifetime.

The Clearwater Casino is in the middle of a five-year expan-sion. Our recently completed Phase 1 includes a 700 car-parking garage connected to the casino creating a new entrance.Phase 2 includes a new 10,000 sq. ft. meeting space; a hotel addition that will add all-water view rooms; and a 6-story

wing that will add 98 rooms and include fine dining and caféstyle restaurants. This addition is expected to be completed bysummer 2015. Phase 3 includes a complete remodel of the insideof the casino. Half of the casino floor will be made into non-smoking, the buffet will be remodeled, and the lounge will moveto the other side of the building providing an additional 100seats to the current seating capacity. All restaurants are beingmade to be accessible without having to go through the smoking areas. Additional slot machines will not be added as thesize of the machines has increased, causing us to need more roomwith the 1,200 machines we have. Phase 4 includes the additionof 15,000 sq. ft. of meeting and entertainment space. We expectto hold large indoor entertainment events such as concerts,MMA fights and more. This phase is expected to be completedby December 2017.

Stan Spencer, General ManagerGarcia River Casino in Point Arena, CAwww.thegarciarivercasino.com

Garcia River Casino is located on the spectacular Northern Cali-fornia Coast in Point Arena, and isthe first and only casino on scenicHighway 1 in Mendocino County.Situated in a rural setting betweenthe rugged coastline and the green

pastures of the region, the casino has adopted a footprint thatcomplement its surroundings, while bringing a modern gaming experience to its guests. From the outside, the casinostructure balances modern and traditional architectural featuresthat blend seamlessly with the environment. Inside, an efficientlysized casino floor provides a contemporary vibe for its gamingand entertainment experience.

The Garcia River Casino offers an alternative entertainmentvenue for seasonal eco-tourists and coastal visitors, while serving local communities year round. Since opening in 2011,the casino has adopted many operating efficiencies that reflectthe geographic and logistical challenges of its rural setting andthe non-traditional gaming market in which it exists. Theregional coastal communities are an important segment ofour customer base and we realize the importance of being a goodneighbor by contributing positively in the coastalMendocino/Sonoma communities and collaborating with otherlocal businesses and organizations.

Our focus is to consistently deliver great value and qualityin our food & beverage and gaming operations. The casino’s

Rich Purser

Tom Polusny

Stan Spencer

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River Grill & Bar is well known up and down the coast for delivering great home-style food at competitive prices. We have developed a solid program of year round quality liveentertainment, which further complements our brandingefforts. The size and scope of our operation allows us to placea lot of emphasis on our relationships with regular guests, helping to ensure customer loyalty and frequent return visits.

Recent declarations of nearby public lands in Point Arenaas a National Monument further substantiate the area as a devel-oping tourist destination and ensure a bright future for the localhospitality industry. Looking forward, intended developmentof an alternative portion of local highway will provide an alternative route favoring the casino location, opening growthand economic development opportunities.

Mel Towle, General ManagerGrand Casino Hinckley in Hinckley, MNwww.grandcasinomn.com

Grand Casino Hinckley is located80 miles north of the Twin Cities,one mile east of I-35 on Highway 48,a mid-point between Duluth and the

Twin Cities. The adventures awaiting our guests are limitless.Our location allows us to maintain a charming, small-townatmosphere while providing the entertainment excitement ofthe big city.

It’s home to 900 acres of natural free range growth and marshlands where you will find a professionally managed 18-holechampionship golf course, a five star award winning RV Resortand a 6,000 seat outdoor amphitheater. Inside the casino, theGrand Harmony Spa has a variety of spa packages designed topamper guests from head to toe, including special treatmentsfor men, women and couples.

Grand Casino Hinckley also has more than 2,400 slotmachines, poker, blackjack, pull tabs, bingo and large conven-tion facilities. There are also three hotel properties that service Grand Casino Hinckley – the Grand Casino HinckleyHotel, the Grand Hinckley Inn, and the Grand Northern Inn.

We strive to be Minnesota’s premiere entertainment desti-nation and provide the best entertainment experience possiblebecause that’s what our guests have come to expect. Visitors areexcited about the variety of new games that we offer. We striveto be the first casino to offer the latest and greatest games, andwe continually review and evolve our amenities to stay ahead

of guest expectations. When we show guests a clean, wellmaintained building, world class dining options, and our knowl-edgeable and friendly staff, we earn their loyalty and repeat business. That’s what we’re all about – building long-term relationships with guests.

Both Grand Casino Hinckley and our sister casino, GrandCasino Mille Lacs were honored for having the best playersclub in Minnesota for more than 10 years straight. The popular Grand Rewards Players Club features five tiers withspecific benefits for each tier, plus additional rewards, discounts, and members-only invitations. The club contin-ues to remain one of the few players clubs in the country tooffer cash and complimentary rewards for playing slots andtable games at Grand Casino Mille Lacs, Grand CasinoHinckley, or both. Membership is free.

Also, Grand Casino MN, the Facebook fan page of GrandCasino Mille Lacs and Grand Casino Hinckley recently surpassed 100,000 “Likes” on Facebook and the numberonly continues to grow. Being the “most liked” casino in Minnesota is a key factor in remaining competitive in thissocially advanced market. Throughout the year, the casinoscontinue to experiment within the social media space and listen to what their fans have to say. Information about casino happenings, random, relevant facts and fun contests that provided visitors with a chance to win resultedin a vigorous, engaged community.

We truly have the best, engaged audience on our socialmedia sites. Not only do we see high participation in the various contests we hold, but our guests feel comfortable toshare all kinds of experiences and information, which allowsus a chance to build upon our strengths or improve what needswork. It really is what social media is all about.

Grand Casino Hinckley is unique in that it offers anindoor concert venue, and a 5,700-plus seat amphitheater thatoffers everyone an opportunity to enjoy live music outdoorsduring those sweet Minnesota summers. We have a great concert line-up at both Grand Casino Mille Lacs and GrandCasino Hinckley that our guests are very excited about.

Gus Tsivikis, General ManagerSeneca Allegany Casino & Hotel in Salamanca, NYwww.senecaalleganycasino.com

Seneca Allegany Casino & Hotel offers a true getawayresort at the foot of the picturesque Allegheny Mountains.Located right at Exit 20 on Interstate 86, it’s an easy destina-tion for travelers, and we see equal amounts of guests from NewYork, Pennsylvania and Ohio. We’re the only AAA Four Diamond Award–winning property in the Southern TierRegion and offer a little bit of everything – from 2,000 of thelatest slots to 33 table games, four signature restaurants, luxurious hotel rooms that are either new or have been completely

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renovated in the past two years, aspa and salon, indoor pool, outdoorhot tub, and of course great liveentertainment.

We’re celebrating our 10thanniversary this year and believe

many more years of success lie ahead. The number-one factorthat differentiates us from other casinos in the region is our superior guest service at our Four Diamond resort. We treatour guests like family and pay attention to detail. Beyond that,there are many other factors that gaming lovers can’t readilyfind elsewhere. Our Player’s Club rewards program is themost generous in the region, with every point equaling one dollar and opportunities to earn points on both slots and tablegames. We offer free parking, complimentary beverages whilegaming, and both smoking and nonsmoking gaming areas.

The area around Salamanca, NY is known for its scenicbeauty and the great outdoors, but we like to consider ourselvesthe great indoors. The world’s very best musicians and come-dians come to our 2,400-seat Events Center, complete with twolarge high-definition screens and no seat further than 100 feetfrom the stage. We have a very exciting Summer Rush enter-tainment series coming up, with acts such as John Legend, Jeff Dunham, KC and the Sunshine Band, YES, Jim Gaffigan,Larry the Cable Guy and Martina McBride. It’s undoubtedlyour best lineup yet, and will provide a summer to rememberfor guests.

Chris White, General Manager7 Clans Paradise Casino in Red Rock, OKwww.okparadisecasino.com

One of four gaming properties operated by the Otoe-Missouria Gaming Enterprise in North central Oklahoma, 7Clans Paradise Casino, is a rural casino located between PoncaCity and Stillwater, OK. Paradise originally started, as mostother tribal gaming properties, as a large bingo hall. Now ournewest facility, it re-opened in February 2012 and has just under500 Class II and Class III slots, seven table games, and an F&B operation. The local market is very competitive, with six tribesoperating eight properties within a 40-mile radius and thereare two more casinos either under construction or in the planning stage.

Our team at Paradise Casino must be proactive in develop-ing customer loyalty in order to overcome our location deficit.That means being serious and proactive about delivering superior customer service, having the right mix of machines,

and having an effective marketing strategy. We partnered with RavingConsulting to train our entire enter-prise staff in exceptional customerservice. Serving others, communica-tion, and training are integral to our

success here at Paradise. I firmly believe that every casino GM should be active in the

local community. We should be willing to give back to thosewho support us. After all, we desire a vibrant communitybecause that is where our customers and employees live and raisetheir families. A robust community only complements our property.

I serve on the Board of Directors for the Ponca City Area Chamber of Commerce and we’re very strategic with corporate giving. This enhances not only a positive image ofParadise Casino, but is important to the Otoe-Missouria Tribeas a good corporate citizen and partner.

We’re considering plans to remodel an older portion of ourproperty into an event center that can be utilized for concertsand lounge acts, as well as for small conferences for the tribalgovernment.

Finally, developing an uncomplicated strategic plan, andadhering to the objectives and strategies of that plan, is critical to our continued success. As we move forward, we mustcontinually strive to nurture our relationships with our customers, our vendors, and our communities.

Karen Whiting, General ManagerMiccosukee Resort & Gaming in Miami, FLwww.miccosukee.com

Nestled at the southeastern edge of the Florida Everglades,the Miccosukee Resort & Gaming is the only property that pro-vides its guests with breathtaking views of the wetlands and anunparalleled experience, which showcases the timeless cultureof the Miccosukee Tribe of Indians of Florida. This is exem-plified by the geometric and intricate patchwork patterns,which inspire the designs of our new guest rooms. At ourEmpeek-Cheke Fine Dining Restaurant, guests can indulge innative cuisine like alligator tips and pan-fried frog legs. Allthroughout, guests can marvel at authentic Native AmericanIndian art and craft.

This is the only property in South Florida where guests 18and over can play more than 1,900 gaming machines 24/7. Theproperty also offers high stakes poker & bingo and guaranteesthat players will take home all advertised prizes. Our property

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provides world-class entertainment,within a close proximity to MiamiInternational Airport.

In addition to 24/7 gaming action,mouthwatering cuisine and comfort-able guest rooms, we offer fun

activities for kids and teenagers. Adults can also pamper them-selves in our Pa-Hay Okee Spa & Salon. We also cater to our corporate clientele by offering meeting spaces for their training seminars and special events.

Just 18 miles west of the property, guests can embark on atimeless journey at our Indian Village. Here, they will witnessexciting Alligator Demonstrations and Native American artisans engaged in the ancient crafts of woodwork and patch-work. They can also glide through the “River of Grass” on ourairboat rides and be captivated by the beauty of nature. Guests

can take their game to higher grounds at our Miccosukee Golf & Country Club.

We will continue to build on offering world-class entertain-ment and look forward to hosting our Music Festival on June7, which will feature live Classic Rock performances. We arealso excited for our Miccosukee Tribe Celebrates AmericanIndian Day Event taking place on September 27.

With regard to expansion projects, there are exciting plansfor further development. We know it will continue to positivelyimpact the overall guest experience at Miccosukee Resort &Gaming.

David Wolf, General ManagerOdawa Casino in Petoskey, MIwww.odawacasino.com

Located just south of the charming Northern Michigan lakeside community of Petoskey, Odawa Casino features 1,300 slot machines, dozens of Las Vegas-style table games,unique shopping, incomparable dining experiences in Sage,Waas-no-de’ Buffet and the Copper Café along with the bestservice around. Beverage options include the RendezvousLounge and O Zone Nightclub. Ovation Hall hosts concerts

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and other events planned in conjunc-tion with our Certified Meeting Pro-fessionals. Just minutes away fromthe casino by complimentary shuttleis our 137 room hotel, Odawa Hotel.Opened in June of 2007, the casino

was designed to be environmentally friendly. The HVAC sys-tem is state-of the-art. Light pollution is reduced by use ofcast-down lighting. In adherence to Little Traverse Bay Bandsof Odawa Indians’ tribal law, we have a robust recycling program.In 2013, we recycled 1.5 million gallons of water for irrigationwhile in some drier years, the figure was 3 million. We have imple-mented over 10 energy efficient projects. From lighting projectsindoors and out to process improvements, these projects not onlyincrease energy efficiency but reduce our carbon foot print aswell.

We are creating value in our social media experiences. Weare connecting with our guests and are having them be a partof the process. We have implemented a virtual drawing sys-tem that includes promotional kiosks. We are continuously eval-uating our direct marketing program so that we are drivingincremental trips to the casino in the most profitable manner.We have refined our voucher offers so that we are reinvestingin our guests at the appropriate level.

Our “Soak Up the Sounds” 2014 Concert Series whichincludes acts from The Beach Boys, Kenny Rogers to thecomedian Ron White, has a new pre-sale this year. We are offering $10 off any ticket at any price level along with $10 infree play for purchasing tickets during the pre-sale for our Optimum Rewards Members. We are presenting the “2014 Ozone Summer Concert Series” in our night club every Thursday this summer season. The acts feature up and comingcountry artists along with Michigan favorites.

Justin Yahola, General ManagerSaltCreek Casino in Pocasset, OKwww.saltcreekcasino.com

Opened in December 2012, SaltCreek Casino is goingstrong into its second year of operation. Located in Pocas-set, OK, the facility sits on a beautiful 190-acre strip of landjust southwest of the Oklahoma City metro area. A scenicdrive off of Hwy. 81 leads to the striking SaltCreek Casino andprovides an exquisite view that sets it apart from other local casi-nos. The 36,000 sq. ft. casino includes more than 560 electronicgames, six table games, a 24-hour Players Club, Fork Cafe andReflections Boutique.

We strive to make SaltCreek a destination by providing the

best in customer service. This meanswe try hard to provide the best technology, fastest service, newestgames, and the ability to earn moreincentives as guests play. With somany competitors in our area, wewant to offer patrons the best enter-

tainment in and around our area. Additionally, we offer anaward-winning restaurant, daily drink specials, TVs for sportsviewing, variety in electronic game choice, weekly promo-tions, and most importantly, our Rewards Program.

Being a part of the Chickasaw Nation, we have two larger,“sister” properties (Riverwind Casino and Newcastle Casino)within our market that provide the larger casino experience.Our property offers very similar amenities but with a smaller,community/neighborhood feel. We provide the large casinoatmosphere and are able to relate to our guests on a very personal level.

We are in an ever-changing market and the key is to stayahead of the game by listening to our customers. We are con-stantly evaluating our performance and strive to exceed customerexpectations in all aspects of our business. With the numberof competitors in our area, we know our customers have achoice. Our goal is to help them decide by providing the bestin incentive and rewards programs. We feel this separates usfrom our local competitors.

Currently, we are researching the possibility of hostingoutdoor concert events on an annual basis. This would expandour entertainment options for patrons as well as those in thesurrounding communities. We also count our strong commu-nity ties as a way of supporting entertainment in our area. We sponsor several events that draw thousands of people.

Future plans of expansion are always a possibility. As a relatively new facility, we are constantly looking at ways ofimprovement and growth. Before any expansions or new properties happen, we want to justify the economic impact in thearea.

Donovan York, General ManagerSanta Claran Hotel & Casino in Espanola, NMwww.santaclaran.com

What makes Santa Claran Hotel & Casino truly unique arethe Native people we represent and work for. The Santa ClaraPueblo people are an amazing group of leaders. Historically,they migrated to present day Santa Clara Pueblo and survivedoff of the land through farming, hunting and gathering. They

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have survived adversity in all formsand yet presently, they continue theircultural religious ceremonies, speaktheir Tewa language, and protecttheir assets both business and sover-

eign, all for the continued success of their community. The Santa Claran Pueblo people own an array of business’s

and properties, at the heart of which is our wonderful 124room hotel, which I’m proud to announce won Trip Advi-sor’s Certificate of Excellence Award in 2013. The hotel offersa 24 hour business center, a 24 hour fitness center, 16,000sq. ft. of event and meeting space, and a gift shop that offerssundry items – as well as beautiful pottery and art crafted bythe native Tewa people.

Our casino houses 640 of the most entertaining slot gamesavailable. We pride ourselves on setting our games a bit

more generous than our competitors. We even offer gamesyou won’t find anywhere else in Northern New Mexico.We also offer blackjack, craps, and roulette, all with very fairodds.

Other amenities include: a 24 lane bowling alley, three dining outlets, a smoke shop, the Black Mesa Golf Club – which is ranked as one of America’s top 50 by GolfMagazine – and the amazing Puye Cliff Dwellings, the ancestral home to the Tewa people.

We’ve kept our competitive edge because of our staff. Toensure we have the right people, we’ve instituted a thoroughscreening process and intensive training & developmentprograms. This allows us to grow amazing team members,and in turn, strengthen our business. Our team membersbelieve in our mission and vision, and live our core values.The end result is seamless guest service and the ultimate guestexperience across all our entities. We utilize secret shoppersto help gauge performance, we reward superior service, andwe talk to our guests on a daily basis to find out what theyneed and what they like.

During the upcoming summer months, we have severalconcerts booked that will feature not only local and regionalacts, but also big name, mainstream entertainment. ®

Donovan York