STATESIDE OMNICO
1: SAFETY STILL REIGNS SUPREME
Safety protocols are key to drumming up foot traffic
Despite lockdown restrictions easing, guests are still safety-conscious and want casinos to be mindful of risks. Of those consumers surveyed, just 17% had visited casinos since the start of the pandemic. While this is largely due to casinos being closed for months at a time, nearly 40% of casino goers admitted they didn’t feel safe enough to warrant a visit even when venues reopened. Although visitor numbers jumped up to 77% over the summer, only a quarter of guests were satisfied with the protocols put in place to keep them safe. As a result, less than half rated their experience as
excellent or good — which is concerning, given 1 in 4 visitors would not return if a casino didn’t meet expectations.
There’s no going back
It’s difficult news to accept for casino operators. And while some of these measures were intended to be stop-gap solutions to an immediate need, according to Mike Day, Founder & Executive Officer at TribalHub, there is no going back. “The past year completely disrupted the industry and put us on a new path that has made what we consider ‘normal’ obsolete. Customers are getting a completely new experience on their visit – and they’re loving it! Guests will show their enjoyment through their wallets. If they are displeased with how a casino is implementing safety protocols, they’ll just leave.” Shawn Harris, Casino Lead at Omnico Group, adds,
“Casinos can turn this around by giving visitors the confidence that everything is being done to keep them safe and by implementing technology to assure necessary safety measures. This is how you get them coming back and spending more.”
It’s not just about safety; it’s about reducing friction points
“Nearly 1 in 4 visitors prefer the casino experience post- pandemic. With new safety measures put in place, you can create better and safer experiences”
DON’T ignore customers’ expectations and attempt to return to pre-pandemic operations – it’s a one-way street to closing doors permanently. DO implement safety procedures and the right technology to keep visitors feeling safe, and taken care of with time- saving features.
After eighteen months of restrictions and lockdowns, nearly 1 in 4 visitors agree that they prefer the casino experience post-pandemic, believing the new measures in place create a better and safer experience. For example, the biggest concern for casino-goers (38%) is
large crowds, whether it be at gaming tables or in line for a popular restaurant. Furthermore, 36% want social distancing guidelines enforced and 33% think visitor numbers should be capped. It’s not just about safety; it’s about reducing friction points. For casinos wondering how to solve this conundrum,
particularly as you look to ramp up foot traffic, the answer is in the data: 1 in 3 visitors want to avoid having to wait in lines and be able to order food and beverages via self-service kiosks and via an app. By leveraging technology solutions to reduce friction points and increase safety, casinos can allow visitors to wait in a virtual line for their favorite eatery from the comfort of their
JANUARY 2022 33
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