Guest Experience
The Guest Journey Starts Before the Front Desk
The guest journey before the front desk depends on clear service cues, a welcoming first contact, and thoughtful…
The feature archive
Features
Explore clear-eyed features on guest experience, venue design, entertainment, operations and the history of casino hospitality.
Venue Design
Open Plan or Distinct Zones? Two Ways to Organize a Resort Lobby
Open plan or zoned resort lobby design shapes guest orientation, sound, and movement. Compare the trade-offs to create…
Industry History
How Las Vegas Casino Resorts Became Destinations
Trace how Las Vegas casino resorts became destinations through lodging, dining, architecture, and entertainment, and…
Entertainment
The More Amenities, the Better Visit? A Common Planning Mistake
Casino resort amenities are easier to choose when guests can see how dining, entertainment, and recreation fit the…
Guest Experience
A Calm Arrival Plan for a First-Time Resort Guest
A calm arrival plan for a first-time resort guest helps you choose a shared priority, set personal boundaries, and…
Our point of view
Hospitality is an experience made of details
We look beyond spectacle to the choices that help people understand a place, find what they need and feel considered as guests.