Wednesday, April 8, 2026 2:00 PM ET | 11:00 AM PT
Player value isn’t driven by gaming alone. Every touchpoint, from valet arrival and hotel check-in to host engagement, dining, and service recovery, shapes trip frequency, loyalty, and player lifetime value. In the competitive casino-resort landscape, service culture is a measurable business driver, not just a brand standard.
With more than 25 years of experience across casino resorts, tribal enterprises, global hotel brands, and aviation, Kelley Carpenter-Conijn specializes in building service excellence and leadership strategies that enhance guest satisfaction while strengthening operational performance. Her work empowers frontline teams to deliver best-in-class hospitality experiences that drive measurable business results.
In this conversation, we’ll explore how top-performing casino resorts translate everyday service behaviors into quantifiable business impact, including player retention, cross-property spend, workforce stability, and long-term revenue growth.
Learning outcomes:
- Identify the service touchpoints that most directly influence player value and repeat visitation
- Understand how service culture impacts revenue across gaming, hotel, and F&B operations
- Explore key performance indicators that link guest experience to financial performance
- Learn practical strategies for aligning leadership and frontline teams around measurable service standards
- Gain insight into how to position service excellence as a competitive differentiator in saturated gaming markets
REGISTER FOR WEBINAR
