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Menus and bathroom doors are no longer in our hands to hold or push. As casinos reopen, their focus lies not only on cleaning and safety measures, but also on the crucial aspect of maintaining a visually clean environment.
During the COVID-19 pandemic, the casino and hospitality industries have undergone a significant transformation as a result of their forced closure.
Not only will the long-term financial consequences be significant, but the reopening of casinos will also bring about drastic changes in their form and structure.
Casino management teams nationwide are currently taking the opportunity to assess safety measures. Recently, an executive and designer conducted an Innovation Group webinar for industry professionals, including representatives from Four Winds Casinos. It is worth noting that three out of the four Four Winds properties are located in Michigan.
During the webinar on Thursday, the main focus was on how Four Winds plans to open all four facilities by June 15 and how they will operate during a pandemic.
Short-term demand high for casino openings
As casinos began to reopen in late May, there was a high demand for their services, prompting the implementation of standard safety measures aimed at preventing the spread of viruses and promoting touchless experiences within the establishments.
On May 22, a line of over 100 players eagerly awaited the reopening of the slot machine-only facility at Odawa Casino in Mackinaw City.
The president of the Innovation Group, Michael Soll, announced that his team will be conducting a nationwide survey to gather feedback from guests regarding their casino experiences. Soll emphasized the significance of facility design and equipment adaptations in the reopening process and future planning.
Four Winds Casinos takes a deliberate approach
According to the COVID-19 Casino Tracker on the American Gaming Association website, there were 227 operational casinos nationwide as of Monday morning, while 762 casinos remained closed.
Out of the 26 casinos in Michigan, 21 are currently open or have set reopening dates. However, the three remaining casinos in Detroit are still closed due to the stay-home restrictions imposed by Governor Gretchen Whitmer. These restrictions are set to expire on June 12.
Four Winds has declared that its facilities, including Michigan casinos in Dowagiac, Hartford, and New Buffalo, along with a facility in South Bend, IN, will be opening on June 15.
Two-state operations produce challenges
Four Winds Casinos’ Chief Operating Officer, Frank Freedman, acknowledged the distinctive hurdles faced by the company due to regulations, executive orders, and diverse environments across two separate states.
Freedman expressed that closing four facilities in one day was already a daunting task for an operator. However, reopening those same four properties proved to be an even more demanding challenge.
In 2018, the Four Winds establishment in South Bend emerged as the latest addition to the company’s facilities. Remarkably, it stands as Indiana’s sole tribal casino, despite being merely 35 miles away from the flagship New Buffalo property located in Michigan.
Freedman expressed that we are making every effort to ensure a seamless opening experience in both our New Buffalo and South Bend facilities, aiming for consistency from the perspective of our guests.
According to Freedman, South Bend boasts a poker room and over 1,400 games, making it a Class II facility. Additionally, Four Winds is currently in the process of recalling staff members after temporarily furloughing 2,500 employees.
For starters, Four Winds has standard protocols
Freedman highlighted a few of the common safety measures implemented at Four Winds in preparation for the reopening of the casino.
Some examples are:
- Equipment used for screening body temperature.
- Floor markers for maintaining social distancing
- Customers and employees are required to wear masks.
- Smoking is prohibited indoors.
- QR codes or disposable one-time use menus are utilized to provide a touchless dining experience.
- Designated areas have been equipped with plexiglass.
Freedman stated that our focus is not on restricting people from certain actions. Instead, we prefer to guide them towards the possibilities of what they can achieve.
Extra casino reopening precautions at Four Winds
Casinos are carefully navigating the delicate equilibrium between ensuring safety and providing enjoyable customer experiences.
Nathan Peak, one of the designers of Four Winds from HBG Design, explains that hospitality revolves around creating an atmosphere of escape, fun, and entertainment. He emphasizes the importance of striking a delicate balance in order to achieve this.
To kickstart the casino reopening, one of the changes entails reducing the slot machine floor’s initial capacity to as low as 50%.
Furthermore, advanced cleaning procedures not only ensure everyone’s safety but also cultivate a favorable perception, which will become increasingly significant.
According to Peak, it is crucial to pay attention to how you present and portray cleanliness as it greatly affects perception.
Restaurants create unique challenges
Several casino restaurants have proposed innovative concepts, such as a revamped buffet, “yin-yang” seating arrangements for adjacent tables, and redesigned ordering areas. Additionally, there is a possibility of transforming the buffet into a food hall-style setup.
Peak said that the significant change we anticipate is the introduction of a self-pickup kiosk or a designated area for ordering and collecting food, rather than solely relying on traditional dining-in options.
The seating arrangement is designed in a yin-yang style with partitions placed on alternating sides of the seats. Additionally, extra partitions are installed at the bar area to ensure proper adherence to social distancing guidelines.
In addition to its primary function as a restaurant, a newly conceptualized dining establishment can utilize its space to offer segregated eating areas tailored for groups.
Peak suggested that having a display kitchen with glass partitions showcasing food preparations can enhance the overall visual appeal.
Peak explained that by envisioning full-height glass partitions in the kitchen, with the chef adorning gloves and skillfully preparing the food, one can witness the immaculate condition of everything. This, according to Peak, will create a visual representation of cleanliness.
Hotel rooms could have ‘mudrooms’, among other changes
When discussing hotels, various ideas are considered, including:
- Increase the presence of luxury vinyl tile while reducing the amount of carpet.
- Choose quartz countertops over natural stone.
- Room entry without the use of keys.
- Kiosk for Checking-In
“The less important things you eliminate, the fewer cleaning tasks and stock management responsibilities you’ll have,” Peak remarked, including items like bedding skirts.
In addition, Peak mentioned the inclusion of a designated “mudroom” section in the room, where guests can separate their outdoor belongings from the sleeping and bathroom spaces.
Peak emphasized that in addition to the casino floor, maintaining a clean environment is crucial for the reopening of casinos.
How to think about changing restaurants and rooms
An intriguing approach to applying room and restaurant redesign was presented by Robert Gdowski, JCJ Architecture’s director of hospitality design.
Gdowski stated that in the near future, they plan to completely rearrange the guest room, resulting in a significant reduction of the items present. About 80% of the objects currently occupying the space, such as magazines, pens, menus, ice buckets, mini-bars, and decorative accessories, will be removed from the room.
Afterwards, our plan is to revert the room back and assess alternative ways to utilize the space beyond its traditional purpose of sleeping. We will explore options such as improved dining experiences, spa services, fitness facilities, and accommodating small gatherings within this area, which was previously solely designated for sleeping.
Gdowski suggested that for restaurants, one way to achieve this shift is by opting for disposable utensils. Additionally, incorporating natural light and relocating attractions to outdoor areas will contribute to the desired transformation in casino dynamics.
Industry should boldly embrace new casino world
Despite having no affiliation with Four Winds Casinos, Gdowski delivered unexpectedly uplifting remarks to conclude an otherwise dull subject.
He encouraged the industry to embrace the changes with excitement rather than fear, highlighting the immense possibilities they bring.
He stated that as you delve deeper into the intricacies and momentarily set aside the complexities of emotions, you will begin to witness an unparalleled level of service, meticulous attention to detail, and a wholehearted dedication towards embracing both the physical and emotional energy of our guests. This, he believes, is something that is truly unprecedented for the vast majority of modern-day travelers.
Photo courtesy of Four Winds Casinos, and this fills me with excitement.
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