Host Feature: Nick Ryan
Vice President of Casino Marketing, Live! Casino & Hotel Philadelphia
Vice President of Casino Marketing,
Live! Casino & Hotel Philadelphia
Live! Casino & Hotel Philadelphia stands as a beacon of excitement and luxury in the heart of Philadelphia’s bustling Stadium District. Boasting a vibrant atmosphere and myriad entertainment options, Live! Philadelphia offers an unparalleled gaming experience featuring a FanDuel Sportsbook and Lounge, approximately 2,000 slots and more than 130 table games, including a dedicated poker room.
Beyond its gaming offerings, the facility features award-winning dining options, ranging from upscale restaurants to casual eateries, ensuring that every palate is catered to. With luxurious accommodations, state-of-the-art amenities and a commitment to exceptional service, Live! Casino & Hotel Philadelphia sets the standard for entertainment and hospitality in the gaming industry, inviting guests to indulge in unforgettable experiences.
One of the executives leading the charge is Nick Ryan, vice president of casino marketing at Live! Casino & Hotel Philadelphia—a seasoned veteran whose journey began as a VIP services coordinator at Harrah’s Philadelphia at the age of 21. Rising swiftly through the ranks, Ryan’s transition to marketing leadership is second to none. His unwavering commitment to providing unparalleled gaming experiences and nurturing a culture of excellence cements Live! Casino & Hotel Philadelphia as one of the nation’s premier destinations for entertainment and hospitality.
Casino Player had the privilege of sitting down with Ryan to delve into what sets Live! Casino & Hotel Philadelphia apart from its competitors.
Casino Player: Tell us a little bit about your background in the gaming industry.
Nick Ryan: I began my career in the gaming industry at the young age of 21, starting in player development at Harrah’s Casino. I was fortunate to find my way into this department, as it felt like a perfect fit for me. While many begin in food and beverage or operations, I was able to start as a VIP services coordinator and quickly realized my passion for being a casino host. Within 90 days, I became the youngest executive casino host in Caesars Entertainment’s history, though I initially was terrible at it because I didn’t have any players.
That’s how you become a successful host—it’s measured by how much money your book of business brings in. I quickly realized I had to build up my book of players or this was not going to be very fun. I figured out the casino host role pretty quickly and realized you have to fish where the fish are. I spent a lot of my time in Atlantic City casinos rubbing elbows with the biggest players and building relationships with them so I could get them to come to the properties I worked at.
I went from the least successful guy to the top performer very quickly, and I knew that player development was what I wanted to do for the rest of my life. This experience solidified my desire to stay in the industry. However, I soon sought greater challenges and moved into casino marketing management, where I progressed from assistant director to director of player development, and eventually to vice president of casino marketing at Harrah’s.
I loved my time at Caesars Entertainment and considered it my professional home. However, an incredible opportunity arose to be a part of the opening team at Live! Casino & Hotel Philadelphia, presented by a former colleague. He convinced me that this new venture was perfect for me. He said, “Nick we are building a property that was made for you; it is in the heart of the Stadium District.” I am a huge Philadelphia sports fan, I had a lot of relationships here, and he said, “You know, we are going to put a casino right in the heart of the Stadium District and you’re the guy.” At the time, I had an opportunity to be a regional vice president of all Caesars properties in Atlantic City, but my son had open heart surgery around this time, so I turned down that position in order to be close to home. I went to work with Live! Casino & Hotel Philadelphia and haven’t looked back since.
Joining the grand opening team at Live! Philadelphia was a unique challenge, especially as we opened during the COVID-19 pandemic. Despite the hurdles, this experience was invaluable. The pandemic required significant adjustments, but we navigated through it, and now the casino is thriving. Watching Live! evolve over the past three years has been incredibly rewarding. We’ve overcome initial challenges and are now operating smoothly, with the best still to come.
For those new to casinos, what exactly does a casino host do and what are the criteria for getting one?
This was something I learned early on, and at the time it was mind-blowing to me. Imagine you and I are both players in a casino. You go to the casino every day, from Monday to Friday, spending $100 each day, while I only go on Fridays and spend $500. By the end of the week, we’ve both spent $500 and if we continue this pattern, we’ll each spend the same amount annually. But the casino doesn’t see it that way. The casino considers me a $500 player and you a $100 player.
Educating guests about this is crucial because it’s not about how much you spend overall, but how you spend it. If you consolidate your money and make your trips more significant, you’ll get more value. This is how we base all of our offers, promotions and comps. The casino wants to know what a player is good for on each trip. It’s a different way of thinking, as most players might assume that frequent smaller bets are better than fewer larger bets.
In the casino industry, particularly at Live! Casino & Hotel Philadelphia, which is in an ultra-frequent, highly competitive market, players visit more often. Unlike Las Vegas or Atlantic City, where visits are less frequent, often part of a vacation or trip, but larger, our guests might stop by on their way home from work, after a long day, or when they’re feeling lucky. These trips might not involve significant amounts, just whatever they have on them.
It’s vital for our host team to educate guests about this. If you want to be recognized as a $500 or $1,000 player, you need to maintain a higher average.
The criteria for assigning a host can vary depending on the market. In a frequent market like ours, a theoretical between $500 and $750 per trip might qualify you for a host, whereas in a destination market like Las Vegas, the threshold is usually higher. At Live! we cater to different types of players—those who visit frequently and spend smaller amounts and those who visit less often but spend more per trip. For example, maybe they live in New York and only come here when the Yankees play the Phillies or the Rangers play the Flyers. Both the overall annual play and the average per trip are considered when assigning hosts. Frequency markets and destination markets are evaluated differently, so there’s some flexibility there.
Why do you believe having a dedicated casino host is important for players, and what benefits do you think it brings to their overall gaming experience?
The benefits of having a host are endless. You might go to a casino and have a great time even if you don’t know anyone, but when someone remembers your name, knows your favorite drink, understands your interests and preferences and can create a tailor-made experience just for you, it makes all the difference. This personalized attention can determine whether you choose to come back or go somewhere else.
Over the years, as you build a relationship with your host, they get to know you better and can custom-build an itinerary that makes you feel special. Guests can spend their money anywhere, but having someone who acts as a liaison between you and the casino, advocating for your needs, enhances your overall experience and keeps you coming back.
I always say that the hosts are in charge of all the fun stuff—they manage the rooms, the shows, the limos and the special events for all the biggest players. That’s why your host should be your best friend in the casino. The closer you are to your host, the more exciting and better your experience will be.
Being a host is fun. If you’re a host, you’re in that role for a reason—you’re a people pleaser who wants to make others happy. When you have the opportunity to give someone a priceless experience, it’s incredibly rewarding. The ability to create unforgettable moments for our guests is what makes this job so special.
Could you share some insights into the strategies Live! Casino & Hotel Philadelphia employs to attract and retain customers in the competitive Pennsylvania gaming market?
Eighty percent or more of our business comes from a 25-mile radius, which is significant. We’re dealing with people who live in our backyard, and it’s an ultra-competitive market. We’re constantly fighting for those who live on the 50-yard line between us and our competitors. What makes Live! unique is our location. We’re the only casino in the country surrounded by four professional sports teams within a block’s walk. The Stadium District hosts over 300 major events annually, including Phillies, Eagles, Flyers and Sixers games, as well as major concert tours, comedy shows and big festivals.
We are always planning exciting new events and a lot is happening right in our backyard with the Major League All-Star Game, the World Cup and America’s Semiquincentennial all set for 2026, which also coincides with our fifth anniversary. Our strategy is to make the Stadium District one of the most exciting places you could visit, in addition to just gambling.
In this market, we focus on both our regular players and new business. I encourage my staff to take care of our bread and butter, but the true art of player development is going out and getting new business. We are constantly on the lookout for potential new customers, because your current customers won’t be your customers forever. Your biggest player today might be your smallest player tomorrow, and vice versa. My mother always taught me that it’s important to treat everyone like they’re worth a trillion bucks, so they’ll treat you like a million in return. You don’t want your biggest player to feel neglected when they no longer have disposable income or a new player to feel like you’re only interested in them now that they have money. Treating everyone great and with respect is a successful strategy and enhances your brand.
How significant is Live! Casino & Hotel Philadelphia’s location in the Stadium District, and how does it contribute to the overall guest experience?
Every casino has slots, tables, restaurants and entertainment within their walls. In my world, it’s all about convincing someone to choose our facility over another and leveraging our amenities, promotions and giveaways to get them in. But what’s truly unique about Live! Philadelphia is being able to say, in addition to all of that, we have even more going on within a block of our physical location.
We can create an entire weekend experience for someone. For instance, you could go to a Phillies game one day, a Flyers game the next day, and then a concert the following night. Some people are just into gambling and might not care about those events, but maybe their wife or daughter loves Taylor Swift. Having the ability to access the best seats for top concerts and events is a huge advantage. So, I can call a high roller and say, “We’ve got your reserved game, the best table in our top restaurant, front-row seats to the comedy show, and on Saturday, while you play, we can send your wife and daughter to a fully catered suite with the best seats at the Taylor Swift concert.”
Having these amenities at our fingertips is incredible. And that’s just one example. There are so many different events and genres, whether it’s Monster Trucks, WWE’s WrestleMania or any other major event. We have so many tools in our toolbox that other casinos just simply don’t have, and that uniqueness is exciting. It’s those added extras that make our casino stand out and allow us to provide our guests with unforgettable experiences.
During games and events, is there a noticeable spillover effect in the hotel? Is it difficult to secure a hotel room during these major events?
It really varies, depending on the matchup. Take the NBA playoffs, for example. When the Sixers played the Knicks, since New York is just a two-hour drive away, fans flooded in from Manhattan and the surrounding areas. They could catch their team in the playoffs and enjoy a top-notch hotel experience right here. Naturally, with such high demand, hotel prices soared. With only 208 rooms in our hotel, our focus is on ensuring quality for our guests, especially high-profile players. If we’re not accommodating top players with a comped room, we adjust prices online accordingly. Fans like those from New York, Maryland, Boston and Pittsburgh tend to travel well, bringing in visitors from feeder markets. This influx is exciting for us. For instance, for a Yankees vs. Phillies game, we reserve half of the suites for New Yorkers, adjusting criteria accordingly. While locals might pay $500, those traveling from New York might pay $2,500 or $3,000, factoring in the longer journey and potential longer stay. We leverage our assets in the Stadium District to attract visitors from opposing cities, or those traveling for headline concerts and events.
Games undoubtedly bring in traffic, before and after, depending on the opponent and game time. While it’s sometimes tough to see rival jerseys around our property as a diehard Philly fan, from a business standpoint, it’s fantastic to welcome new customers who might not have come if it weren’t for our location and amenities.
Some of the suites have a view of the stadiums. Are there parties thrown in these suites? Is there a particular side of the building where guests can overlook live games?
Absolutely—it’s quite popular. Many guests will request specific rooms, not necessarily to attend the game, but to experience the atmosphere. During the Phillies’ World Series games a few years back, we had requests for rooms where you could hear the crowd roar and even see the post-game fireworks. Events like the Fourth of July, with the Phillies’ fireworks, draw guests who want to entertain their friends and family in one of our upscale suites.
For example, Charlie Manuel, the former manager of the Phillies who won the World Series in 2008, has a favorite room: our studio suite. From there, you can literally see home plate and feel the energy of the crowd, even if you’re not attending the game.
Our rooms offer various views: cityscapes, bridges and, of course, stadium views. Our penthouses boast nearly 180-degree vistas, spanning from the Walt Whitman Bridge to the stadiums. It’s quite a remarkable sight from up high.
In what ways does Live! Casino & Hotel Philadelphia collaborate or coordinate with other Live! Casino locations?
Live! Casino & Hotel is indeed a rapidly expanding brand, and it’s truly astonishing to witness the speed at which it’s entering new markets and sparking discussions about expansion. We maintain constant communication with our sister properties to ensure alignment with the brand and to leverage each other’s strengths effectively.
Throughout the year, we make concerted efforts to engage our players across different markets. One of our strategies involves hosting brand-wide blackjack or slot tournaments, which bring our community together in exciting ways. What sets us apart is our unique family-owned structure. Many of our top players have developed personal relationships with our owner, David Cordish. It’s remarkable that he extends invitations for them to visit his home, creating unforgettable experiences. It’s not every day that a casino owner invites their best guests, along with their families, to their personal estate for a fabulous dinner and entertainment. This is a level of hospitality and intimacy that distinguishes us from publicly traded companies.
Having worked for larger corporations like Caesars in the past, I can attest to the stark differences. Such personalized gestures and events simply wouldn’t occur within a massive corporation. It’s incredibly rewarding to witness our players’ reactions when they interact with Mr. Cordish on the casino floor or experience his spontaneous generosity, such as handing out $100 bills to players on a Saturday night. These moments create lasting impressions.
What are the plans for the upcoming summer season? Can you share any promotions or events that readers can expect?
As we head into summer, we’re mindful of the seasonal shift, particularly with many people from the Philadelphia region heading to the shore on weekends. While this impacts our business somewhat, we don’t close our doors. In fact, some of our best months are during the summer, catering to those who prefer local experiences or are looking for something different from the typical beach trip or Atlantic City visit. With the Phillies performing exceptionally well, we anticipate a contagious energy throughout the city, adding to the summertime vibe. While we may scale back on larger events, we’re still planning strategic and unique experiences for our guests, particularly those who are local.
Additionally, we have some exciting entertainment lined up that we haven’t announced yet, including more shows and events. Beyond the casino, we’re expanding our offerings with external partnerships. For example, we’ve teamed up with Ron Jaworski, former Eagles quarterback, a friend, and philanthropist, to host his celebrity golf pairings party at our property. This event draws hundreds of attendees including Hall of Famers, celebrities and athletes for a fun-filled party and special events like a cigar and whiskey gathering.
Moreover, the concert series within the district is growing, featuring a diverse lineup including Tim McGraw, Janet Jackson, Blink 182, Missy Elliott, Usher, Pearl Jam and much more. This brings guests to town from near and far. We often see guests make a full experience out of their stay, coming to town for a popular concert, staying at Live! and rounding the weekend out with dinner at one of our award-winning restaurants. Overall, there’s more to look forward to this summer than ever before.
Describe the perfect night out at Live! Casino & Hotel Philadelphia.
The short answer: coming in and winning big! But the perfect night out at Live! Casino & Hotel Philadelphia involves so much more. Picture this: you start with a variety of world-class gaming options, then indulge in a meal at one of our award-winning restaurants. Our steakhouse, The Prime Rib in particular, boasts a prime rib that’s second to none in the area. After that, it’s off to enjoy a live performance, either at the Live! Event Center or in one of the nearby stadiums. And throughout the evening, you’re treated like VIP royalty by your dedicated casino host, ensuring every moment is perfect and memorable.
What sets us apart is our unique blend of beauty and personality. While some properties may have all the bells and whistles but lack exceptional service, and others may prioritize service over aesthetics, we strike the perfect balance. Being the last to enter this ultra-competitive market of Pennsylvania has its advantages; we’ve been able to handpick the best talent to provide top-notch service.
Our culture of hospitality shines through, making every guest feel special. Plus, our proximity to the airport, major highways and stadiums adds an element of excitement—you never know who you might bump into. From popular musicians to legendary athletes like Brian Dawkins, Live! Philadelphia attracts a diverse crowd. And as someone privileged to have personal relationships with many of these figures, I’ve had the honor of creating priceless moments for our guests, like arranging a birthday FaceTime call with your favorite sports hero. It’s these little touches that make my job truly fulfilling and make Live! Casino & Hotel Philadelphia stand out from the rest.
