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.

Listen to the full-interview below: