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| Resorts Casino Tunica |
Gaming Industry veteran makes customer service top priority at Tunica casino
by David Grisham
TUNICA RESORTS — Tony Scudiero has to smile. It’s not just because he recently took the post of vice president and general manager at Resorts Casino. Scudiero has to smile because he is having fun, and having fun is a big part of who he is and what he believes.
Since his arrival last month at Resorts — after serving in top executive posts for the past 12 years at Isle of Capri properties — smiles have been multiplying exponentially at the Tunica casino. Making people smile is a key component of the Scudiero philosophy, which he began to implement immediately upon setting foot in Tunica.
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| Tony Scudiero |
“I want to instill a fun culture here at Resorts,” he said. “I don’t wear a suit. Our employees won’t wear suits. We want a casual atmosphere here with our people. We want them to have fun and to be comfortable. When people feel comfortable, they are happier and they perform better. We’ll have table game supervisors wearing polos and khakis rather than shirts and ties.”
Scudiero, who said he likes a hands-on approach, spending time on the casino floor talking with employees and patrons, can attribute part of this approach to customer interaction and observation. “When you walk around in a suit and tie and see a guest with a problem, the guest gets very defensive, thinking, ‘Who is this suit?’ You don’t want them in that position. You want them to be at ease.”
The casual but neat dress, he emphasized, makes one more approachable. Approachable is another way to describe Scudiero, who will tell you to call him “Tony.” It is the name he goes by professionally and with close friends and family, even though his given name is Anthony, and it all seems to tie together somehow.
This philosophy of fun is something Scudiero knows a lot about. It is intertwined through his past successes in the gaming industry and he is looking to bring more fun to guests at Resorts. While at Isle of Capri Casino in Natchez, Miss., for instance, he emphasized customer service through the “See, Say, Smile” program and helped take the casino from last to first among Isle properties.
“Natchez had the trophy more than anyone,” Scudiero said, admitting he has a competitive streak. The customer service initiatives at the property also helped it to become the first casino in the group to get 100 percent on a secret shopper evaluation, he said.
Scudiero explained why customer service will be a key focus at Resorts Casino, saying “When you have nine casinos offering many of the same things, why do you go to the one you go to? The No. 1 answer is ‘customer service.’ Cleanliness and product would be second and third.”
The seasoned casino executive — he started in 1986 as a poker chip runner in Las Vegas — is bringing a lot to Resorts, but he is also coming into a lot. “I’m happy to be on board with Foundation Gaming and happy to be working here. The nice thing about Foundation Gaming, they told the GMs (at Resorts and its sister property, Bally’s), ‘you are here to run the property. Whatever you need, let us know.’ Often things are just a phone call away. Things get done. They say, go with it and you go with it. It’s not a larger corporate structure where you have to go through 50 levels.”
About Resorts, Scudiero said, “It’s a big facility and a great property. I had not been here in about six years and when I had the chance to visit recently, I was blown away by the renovations. The hotel lobby looks fantastic, there are a lot of new slot machines and it’s very clean.”
Scudiero is excited not only by the property at Resorts Casino, but also by its many long-term employees. “I met one of our bartenders, Johnny, who has been here 20 years. A lot of people have been here more than 10 years. I’ve met 90 percent of the folks and they’ve been very warm to me.”
The general manager said he has been out on the floor with guests, too, and upon introducing himself, not one person has complained. “They’ve been very complimentary of our people and talked about what a pleasure it is to come here. We’ve got some good employees who have been here through good and bad times, through the flood, and continue to take care of our guests.”
Although he has only been in place for one month, some new things are already on tap. In June, look for Karaoke Night on Mondays, Open Mike Night on Wednesdays and on Fridays, Resorts is opening up the stage for bands to come and perform for guests.
Big-name entertainment coming up includes Diamond Rio on Saturday, June 8, at 8 p.m., and another installment of Rumble at Resorts MMA is set for Saturday, June 22. This summer, Resorts has joined as a sponsor of Delta Country Jam Music Festival, set for Friday and Saturday, Oct. 4-5, at the Abbay & Leatherman Plantation, located off Casino Strip Blvd. This festival will be headlined by country music megastar Tim McGraw.
Look for popular dining options to continue at Resorts, too, like the Steak and Lobster Special for $19.99 at TJ’s Steakhouse. And guests can continue to enjoy the Big Burger at Resorts’ Big Burger restaurant. Stay tuned, also, for promotional tie-ins with Riverbend Links, the golf course located behind Resorts Casino. More importantly, though, look for the smiles when you visit Resorts. They will be everywhere.
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