When it comes to delivering a great casino guest experience, many factors come into play well before the guest ever steps foot onto the property. From the moment they go to the website or call for a reservation, there are perceptions and opinions that will go into determining if their visit was positive or not. When it comes to determining what makes guests happy, it takes a full team from player development and guest services to food and beverage and entertainment to make everything flow smooth and keep the guests smiling, all orchestrated by the management at the property. Many of the leaders in the industry have earned their way to the top through years of various roles and responsibilities that helped them sharpen their skills to be qualified to get the most from their team and deliver the ultimate experience for their guests.
One of the icons of the industry who always seems to work with her team to deliver the best for her guests is LuAnn Pappas, CEO of Scarlet Pearl Casino Resort in D’Iberville, Mississippi. She has blazed her trail for 39 years and doesn’t appear to be slowing down anytime soon.
We recently caught up with her to hear more about her career, management philosophy and some of the trends in the industry over the years.
If you haven’t been to Grand Casino Mille Lacs and Grand Casino Hinckley in Minnesota recently, now is a great time for a return visit. Both offer vibrant gaming experiences, upscale accommodations, delectable dining options, awesome amenities, world-class entertainment, luxurious spas great golf and more. So when we heard about a recent multi-million dollar renovation to enhance the guest rooms and other property amenities, we had to get the scoop on what’s new, what’s the same and why players will love it. We caught up with Guest Experience Director, Ryan O’Brien, who shares some insight on how he ensures great player experiences and looks forward to welcoming guests.
Chef Aarón Sánchez has earned his way to the top of the culinary world from his early years learning from his grandmother who was a home chef who published her knowledge in a cookbook in 1987. He also learned his way around the kitchen by working at his mother’s restaurant in New York and really getting to know the ins and outs of the business.
After years of hard work and dedication working for others in the industry, today Chef Sanchez stays busy running his New Orleans restaurant, Johnny Sánchez, appearing on top cooking shows such as MasterChef and Chopped as both a judge and a chef. He is also driven to celebrate the Latin lifestyle through culinary expression and guests can see and taste that influence in every meal.
(Baton Rouge, Louisiana) L’Auberge Casino and Resort Baton Rouge has once again earned the coveted AAA Four Diamond rating, meaning it is ranked among the nation’s elite hotels with the highest standards of service and world-class amenities. Four Diamond hotels account for just 6% of the more than 26,000 hotels reviewed by AAA eaAAA uses professional inspectors to conduct unannounced, rigorous in-person property inspections, visiting more than 53,000 hotels and restaurants annually in the United States, Canada, Mexico, and the Caribbean. For more than 11 years, L’Auberge has consistently appeared on AAA’s list of elite hotels. Out of 26 local hotels to receive the Diamond
designation in 2024, L’Auberge is the sole recipient of the prestigious Four Diamond designation.
Churchill Downs Racetrack in Louisville, Kentucky announced an $80-$90 million renovation to the existing grandstand that will update ticketed seating options while significantly improving and adding to the amenities available for all guests in the grandstand area at the famed racetrack.
Construction on the Grandstand Club and Pavilion is scheduled to begin in August with completion planned in time for the 151st Kentucky Derby in May 2025.
(West Memphis, Arkansas) Southland Casino Hotel, located in West Memphis, Arkansas, offers an exhilarating experience for both casual visitors and avid gamblers with 2,000 slot machines and numerous live table games. Guests can enjoy top-notch dining at several on-site restaurants, and the luxurious hotel features modern amenities and comfortable accommodations.
When it comes to delivering a great casino guest experience, many factors come into play well before the guest ever steps foot onto the property. From the moment they go to the website or call for a reservation, there are perceptions and opinions that will go into determining if their visit was positive or not. When it comes to determining what makes guests happy, it takes a full team from player development and guest services to food and beverage and entertainment to make everything flow smooth and keep the guests smiling, all orchestrated by the management at the property. Many of the leaders in the industry have earned their way to the top through years of various roles and responsibilities that helped them sharpen their skills to be qualified to get the most from their team and deliver the ultimate experience for their guests.
If you haven’t been to 
