Gaming Entertainment: An Overview

To this point, you should understand the operational functions central to most hotel operations, such as rooms, housekeeping, and food & beverage. Gaming entertainment properties often, but not always, include these functions in addition to having a casino and other entertainment activities. In this chapter, you will learn how the modern gambling industry came to be, how the industry is globalizing, and how this evolution has created new career paths for you to consider as a hospitality student.

What is gaming — also known as betting or gambling?  It’s the wagering of something of value (“the stakes”) on a random event intending to win something else of value, where instances of strategy are discounted. In this context, we are referring to legal gaming, which is regulated by a state or other jurisdiction gaming control board or commission. These regulations are designed to ensure fair play, prevent criminal activities, and promote responsible gaming. In the United States, regulations differ from state to state, with some allowing extensive casino operations while others permit only limited forms of gaming.

While our focus is on casino gaming, there are other forms of legal gambling in the US. These include lotteries like Powerball and Mega Millions, dog and horse racing, and charitable games. Yes, that raffle ticket fundraiser supporting the local little team is considered gambling!

According to the American Gaming Industry’s State of Play report, there are 1011 casinos in the US. These casinos generate an economic impact of more than $328 billion and support 1.8 million jobs. And, while tourism is a major driver for the hospitality industry, jurisdictions that allow for gambling also gain from gambling. In 2023, gambling taxes surpassed $40 billion in the U.S.^[1]  Some form of gambling is legal in all but two states: Utah and Hawaii.

Gaming in the US

The casino industry in the United States has a rich history that has evolved over several centuries. Gambling has been a part of American culture since the early colonial days, with lotteries and informal betting prevalent in the 17th and 18th centuries. However, the real transformation occurred in the 20th century.

In the early 1930s, during the Great Depression, Nevada became the first state to legalize casino gambling. This move aimed to boost the state’s economy, and Las Vegas quickly emerged as the epicenter of casino entertainment. The construction of iconic hotels and casinos along the famous Las Vegas Strip began, with establishments like the Flamingo, Sands, and Golden Nugget setting the stage for the city’s reputation as a gambling mecca. Las Vegas, Nevada is the most popular gaming destination in the US, with more than 40 million visitors in 2023. ^[2]

The casino industry faced challenges in the mid-20th century, with concerns about organized crime and corruption. However, the industry underwent significant regulatory changes, including establishing the Nevada Gaming Control Board in 1955, to ensure fair play and eliminate criminal influence.

In the late 20th century, other states started legalizing casino gambling to generate revenue and attract tourism. Atlantic City, New Jersey, emerged as a prominent gambling destination after opening its first casino in 1978. ^[3]

The 21st century witnessed further expansion of the casino industry, with Native American tribes operating casinos on tribal lands and additional states legalizing various forms of gambling. The proliferation of online casinos and the rise of integrated resorts offering gambling, entertainment, dining, and lodging further diversified the industry.

Worldwide Gaming Entertainment

Outside of the US, several destinations worldwide are renowned for their vibrant casino gaming and casino resort scenes.  In fact, as of 2024, there are 5098 casinos and online gambling businesses worldwide. ^[4]

Macau, China, has become the world’s largest gambling hub. The region surpassed Las Vegas in terms of gaming revenue, featuring a plethora of high-end casinos, resorts, and entertainment options. Monte Carlo, Monaco, which has long been associated with glamour and luxury, is famous for its historic Casino de Monte-Carlo. The principality attracts high rollers and tourists seeking a sophisticated gambling experience in a picturesque setting.  London, England, has a thriving casino scene, with establishments like the Hippodrome Casino and the Ritz Club offering a sophisticated gaming experience. Australia boasts vibrant casino scenes in cities like Melbourne and Sydney. On the African continent, Sun City, South Africa, is a popular resort and casino complex featuring a variety of gaming options, golf courses, and entertainment for visitors. Additionally, many cruise ships feature onboard casinos, allowing passengers to enjoy gambling while sailing to various destinations.

Type of Casinos

The casino industry comprises a wide variety of establishments that offer gambling activities, each with its unique characteristics and offerings. The primary categories include standalone, integrated resorts, riverboat, and Native American (Tribal) casinos.

Standalone or traditional casinos focus primarily on gambling activities. They offer a variety of games, such as slot machines, table games (like blackjack, poker, and roulette), and sometimes bingo or keno. While these casinos may have some additional amenities like restaurants, bars, and entertainment venues, their primary focus is on providing a space for gambling. They are often smaller in scale compared to casino resorts. Resorts World Hudson Valley, located in Newburgh, NY, is an example of a standalone casino.

Integrated resorts are large-scale complexes that combine casinos with hotels, restaurants, shopping centers, entertainment venues, and convention facilities, creating a comprehensive destination experience. The goal is to provide visitors with a comprehensive and immersive experience beyond gambling. In addition to gaming, casino resorts often feature luxury hotels, spas, shopping centers, theaters, concert venues, golf courses, and other recreational facilities. This variety of offerings aims to cater to a broader audience, including those who may not be interested in gambling. Casino resorts are typically larger in scale compared to standalone casinos, often occupying significant acreage or even entire entertainment districts. Additionally, many casino resorts position themselves as tourist destinations and event venues, hosting conventions, concerts, and other large-scale events to attract a diverse crowd. The Bellagio Las Vegas Casino and Hotel and the Borgata Hotel Casino & Spa in Atlantic City are examples of integrated resorts. 

Riverboat casinos, predominantly found in the United States, operate on waterways to comply with specific state regulations, offering a blend of nostalgia and modern gaming. As of 2022, there were more than 60 riverboat casinos in the US.^[5]  And while many states have riverboat casinos, you’ll find the majority of them along the Mississippi River, where they originated.

Native American casinos are located on tribal lands throughout the US. In 1988, Congress passed the Indian Gaming Regulatory Act which enabled sovereign Native American tribes to create casino-like halls. Tribal gaming ranges from bingo halls to massive, integrated resorts like Mohegan Sun in Uncasville, CT. Revenue from tribal casinos has significantly contributed to the economic development of many Indigenous communities, providing substantial revenue and employment opportunities.

Popular Casino Games

Earlier in this chapter, gambling was defined as the wagering of something of value (“the stakes”) on a random event with the intent of winning something else of value, where instances of strategy are discounted. Gambling requires three elements to be present: consideration (an amount wagered), risk (chance), and a prize. The outcome of the wager is typically immediate.^[6]  Below are some of the more popular casino games: slot machines and table games.

Slot Machines: There are a variety of casino games, each offering a range of experiences and a unique set of rules and strategies. Slot machines are the most popular game in any casino and dominate land-based casinos, with some of the biggest establishments featuring as many as thousands of machines. The reason for the game’s popularity comes from the simplicity of the gameplay. Originally, gamblers pulled a lever, but today’s machines are video-based. Many casinos feature progressive jackpots which gradually increase their jackpot over time. The longer it takes to hit, the bigger the jackpot will be!

Table Games: Popular table games include blackjack, roulette, poker, craps, baccarat, and keno. People enjoy table games for a variety of reasons, and the appeal of these games goes beyond the potential for financial winnings. Table games provide a social and communal atmosphere where players can engage with each other and the dealer. This social aspect adds a level of camaraderie and fun to the gaming experience. Interacting with a live dealer adds a human touch to the gaming experience; dealers often converse with players, creating a more personal and enjoyable atmosphere. Also, unlike some purely luck-based games, table games often involve an element of skill and strategy. Games like blackjack and poker allow players to make decisions that can impact the outcome, creating a sense of agency and involvement. The physicality of table games, such as the spinning roulette wheel or the shuffling of cards, adds a visual and sensory element to the experience, enhancing the overall entertainment value.

Both slots and table games offer patrons a psychological thrill. The anticipation of the next card, the roll of the dice, or the spin of the wheel adds an element of excitement. However, it’s important to remember that the casino – the house – ALWAYS has the advantage.

Casino Resort Operations

Successful casino resort operations require a well-coordinated effort to create a seamless and enjoyable guest experience, while meeting financial and regulatory requirements. The ultimate goal is to provide diverse entertainment options that cater to a broad audience and encourage repeat visits.

Casino resorts have two major divisions: gaming operations and hotel management.

Gaming Operations Management

The casino manager has two primary areas of responsibility: casino floor management and regulatory compliance. They supervise casino staff and oversee table games, slot machines, and electronic gaming devices, ensuring optimal game mix, fair play, and gaming equipment maintenance. Compliance with all local, state, and federal gaming regulations is critical to the casino manager’s job, which involves staying informed about regulatory changes and making necessary operational adjustments. The casino manager also supervises security protocols and customer service.

Security and surveillance are critical components of operations management. Casinos invest heavily in advanced surveillance systems and employ a large security workforce to monitor activities, prevent cheating, and ensure the safety of patrons and staff. These systems often include hundreds of cameras, facial recognition technology, and other sophisticated tools to detect and deter fraudulent activities. Additionally, security personnel are trained to handle various incidents, from minor disputes to major emergencies, ensuring a safe environment for all visitors.

Customer service is another vital area, as the success of a casino resort (as well as standalone, riverboat, and tribal casinos) heavily relies on guest satisfaction and repeat business. Staff training programs focus on delivering exceptional service. Player loyalty programs are also essential, offering rewards and incentives to frequent visitors to encourage continued patronage. These programs often include tiered benefits, such as free play credits, complimentary meals, and exclusive event invitations designed to enhance the overall guest experience.

Technology plays an increasingly significant role in casino operations. The rise of online and mobile gaming has expanded the reach of casino resorts beyond their physical locations, offering new revenue streams and attracting a broader audience. Innovations such as cashless gaming, digital wallets, and blockchain technology are being integrated into casino operations to streamline processes and enhance security. Moreover, data analytics are used extensively to track player behavior, optimize marketing strategies, and improve operational efficiency.

Resort Hotel Management

The hotel manager’s job at a casino resort is like that of any resort hotel or cruise ship. In the context of a resort casino, the hotel management division is the area responsible for overseeing the operations of the on-site accommodations. The role of the hotel manager includes overseeing room reservations, managing housekeeping services, coordinating front desk operations, and ensuring that the overall atmosphere is conducive to guest comfort. Additionally, the hotel manager oversees food and beverage operations and guest amenities like the pool, spa, and golf course. They may also be responsible for entertainment, such as managing theaters, arenas, or other spaces where performances and events take place.

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