Pulse
US CASINO OPERATIONS MOHEGAN GAMING & ENTERTAINMENT
"I first walked in the door in February 2001," explains Ray. "I initially worked for the tribe as a senior attorney, giving me the opportunity to conduct legal work on the casino side of the business. When I joined, Mohegan was just a single entity located in Connecticut with our flagship property, Mohegan Sun. I joined casino operations in 2006 where I oversaw legal matters, HR and supply chain management."
Over the next 15 years, Ray steadily progressed before landing as General Manager of the Mohegan Sun, a position which he held for almost five years. Mohegan’s flagship property in Uncasville is ranked one of the world’s largest casinos.
Mohegan Sun's success was instrumental to the strategic growth of Mohegan such that the brand's portfolio of properties has expanded into other U.S. markets such as Atlantic City, New Jersey, Wilkes-Barre, Pennsylvania, and Ridgefield, Washington.
"Te performance of Mohegan Sun since 1996 has provided the tribe with the financial freedom, wherewithal and connections within the banking community to expand its footprint," explains Ray. "We knew competition was eventually going to come and it was as a result of the success of Mohegan Sun that we were able to purchase Pocono Downs in Pennsylvania which has since proven a tremendous asset for us.
"Mohegan has continued to look for further opportunities to diversify revenue streams in different jurisdictions. Mohegan Sun was the catalyst to that, but it took a long time from opening a small casino in 1996 and expanding into a much larger facility in 2001.
"Weathering the recession owed itself to us having those aforementioned financial connections and multiple revenue streams. Expanding the product portfolio has been and continues to be crucial."
VALUES FIRST
Over the last three years, Ray has progressed into corporate positions, first as COO prior to his current CEO and President role. Ray is
Ray Pineault CEO and President, Mohegan Gaming & Ent.
responsible for the overall success of Mohegan where, in alignment with the Board, he executes a global vision, strategy, and direction for the company, driving culture, values, and behaviour.
Ray places great importance on the latter aspects of the role, ensuring that each of Mohegan’s properties around the world offer exceptional guest service abiding by the tenants of Spirit of Aquai, a centuries-old guiding philosophy embodying welcoming, mutual respect, cooperation and building relationships.
"What has kept and keeps me here at Mohegan is the culture. Te tribe, management board and leadership really care about its team and the wellbeing of guests. I really appreciate the support and camaraderie that's provided here.
"One thing we really stress with our team members is that it's all about the guest service. We call it 'every guest, every time.' Each guest
"One thing we really stress with our team members is that it's all about the guest service. We call it 'every guest, every time.' Each guest should be provided with exceptional service every time. We constantly measure our A scores. Bs, Cs and Ds need to be improved. Bs need to become As and Ds should never happen. We're constantly stressing with our team that every time there is an interaction with a guest it should be that perfect score.”
P102 WIRE / PULSE / INSIGHT / REPORTS
Mohegan: Spirit of Acquai
Ahead of his appearance at SBC’s Canadian Gaming Summit, G3 sits down with CEO and
President, Ray Pineault, to discuss capitalising on Canada’s multichannel potential, entering the Asian gaming market with Mohegan’s ambitious INSPIRE resort project and the latest on the incredibly competitive New York bidding process.
should be provided with exceptional service every time. We constantly measure our A scores. Bs, Cs and Ds need to be improved. Bs need to become As and Ds should never happen.
"We're constantly stressing with our team that every time there is an interaction with a guest it should be that perfect score. We encourage our team to go above and beyond, but not in a way that's scripted.
"We don't want our staff to say a guest's name three times in the first minute or do mandatory things. Be natural and who you are because people will know when it's genuine. We want team members whose DNA is to deliver great customer service in a way that's natural for them."
Implementing this DNA applies to the recently rebranded Mohegan Casino Las Vegas. Having made history in 2021 as the first tribal casino operator on the Las Vegas Strip, central to the future success of the 60,000-square foot gaming venue is instilling the Spirit of Aquai culture infused at other properties.
"Ensuring culture consistency across the organisation is paramount, including at Mohegan Casino Las Vegas," explains Ray. "Tis means providing our team members with a great experience, having an open-door policy and always striving for service and process improvements."
NIAGARA FALLS
In 2019, Mohegan expanded internationally for the first time as the service provider for Fallsview Casino Resort and Casino Niagara, both located in Canada’s Niagara Falls tourism district. Built on a cliff overlooking the Horseshoe Falls, Fallsview Casino Resort is the largest gaming resort facility in Canada.
Boasting a casino with over 3,000 slot machines and 100 gaming tables, the resort features a 374-room luxury hotel, full-service
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