Hard Rock A.C. changes bosses; Westworld, the casino

It was our impression that Hard Rock Atlantic City was firing on all cylinders. Imagine our surprise to read that prexy Matt Harkness (pictured) was out and veteran Joe Lupo had taken his place. Harkness came to Hard Rock from Lucky Dragon Casino, which certainly didn’t make him the obvious choice for the HRAC job. Lupo will be well versed in the Hard Rock methodology, having come fresh from Hard Rock Tampa (which now changes horses in the midstream of a vast renovation).  “I would like to thank Matt for his contribution to Hard Rock Hotel & Casino Atlantic City and appreciate his efforts leading the successful opening of this exceptional property,” said Hard Rock International COO Jon Lucas as he opened the trapdoor. The Press of Atlantic City hints at dissatisfaction stemming from the Hard Rock’s inability to close the gap with Borgata. If that’s the case Lupo is the man for the job, having previously been senior vice president at the market-dominating megaresort.

If there were any doubt that Lupo’s brief is to beat Borgata, Hard Rock International CEO Jim Allen banished all doubt. “Hard Rock Hotel & Casino Atlantic City will strive to be a leader in this market with a superior product, exceptional customer experience and the most talented rock stars in the industry,” he said. (Emphasis added)

* Curbing the incursion of artificial intelligence into the Las Vegas experience has been one of the Culinary Union‘s sticking points. However, the union may be spitting into the wind. It is predicted that 66,000 customer-service robots will be deployed worldwide by 2020, cutting costs by 15% while boosting revenue 10%. (Don’t think somebody like Jim Murren hasn’t taken note of those numbers.) “Equipping workers with the necessary skills and training and creating new tech-augmented jobs that can assist with this innovative technology will be key to making this transition a success,” said Danielle Curtis of Arabian Travel Market (no relation to Anthony Curtis), trying to paint a smile on a bleak face.

Already there is at least one all-robotic hotel, in Japan. While I’d not want to bivouac there, I’d be lying if I didn’t say AI was here to stay. Adds Curtis, “Hospitality is in the business of selling experiences. With more and more AI innovations available for guests to express both satisfaction and grievance, the influence of such technology and the usage of social listening tools are expected to become standard as we move closer to 2030.” Yes, but who overrules the robots when you want to dispute that phone charge on your bill?

* Casinos, private and tribal alike, never seem to take construction deadlines seriously until they’re up against it. Case in point, Fort Hall Casino, soon to be the pride and joy of the Shoshone-Bannock Tribes. The contractor on the project has evidently been snoozing at the switch because now the tribe has added Saturday shifts and is looking seriously at around-the-clock construction. Which is a fancy way of saying, ‘We’re not going to meet our completion date [in late November].’ Don’t be surprised if Fort Hall doesn’t opt for the deadly ‘soft opening.’ There are few things more dispiriting than walking around a casino that’s patently unready for public view.

* “[I]n what definitely qualifies as the day’s least surprising news,” riverboat casinos in Goa have received their second consecutive six-month extension from having to vacate the Mandovi River. The operators are supposed to move to a casino-enterprise zone onshore near the airport but Goa’s government lacks the willpower to pull the trigger. They had until 2020 to comply but that’s now being pushed back another two years. Once consummated, the move ashore will come with 10-to-15-year licenses and tourist-only attendance restrictions. However, onshore status is expected to come with a 25% improvement in revenues, so it’s a win/win for the casinos.

* More than 100,000 citizens of China may be facing deportation from the Philippines after Pagcor shut down 170-plus outlaw Internet-gambling operations. Why the high proportion (60/40) of Chinese to Filipinos in this sector? Because most of their customers are behind the Bamboo Curtain. “Legalize your operations or face dire consequences,” was Pagcor’s dire ultimatum.