WOMEN RISING

Editorial Staff | Posted on November 12, 2024 |

Women Leaders Paving the Way in the Gaming Industry

By Lisa Robertson-Dziedzic

In an industry historically dominated by men, women are now stepping into the spotlight, shattering barriers and reshaping the gaming industry from coast to coast.

In this special feature, I had the privilege of meeting several remarkable women leaders who are not only excelling in their roles but are also empowering the next generation of female leaders. These trailblazers are making significant strides within their communities and companies, championing initiatives that promote inclusion and equity. According to a 2023 study by the American Gaming Association, women make up approximately 48 percent of the gaming workforce. However, gender disparities become more pronounced at higher levels: only 30 percent of executive and senior-level roles are held by women, increasing slightly to 40.6 percent in mid-level management. This data highlights that, while progress is being made, there is still much work to be done.

As we explore the career journeys of these influential leaders, we gain insights into why the gaming industry is fertile ground for women seeking to make their mark. From executives to innovators, these inspiring women share their experiences, reflecting on the unique opportunities and challenges they’ve encountered along the way. Join us as we celebrate their achievements and delve into what it means to lead in a field ripe for transformation, where the future is bright for aspiring women leaders.

We begin our journey at Borgata Hotel Casino & Spa in Atlantic City, NJ, where I spent an inspiring day with several powerful women in leadership roles, each sharing an empowering message. I had the pleasure of speaking with Diana Castrillion, Vice President of Human Resources; Jessica Smith, Vice President of Facilities; Demi Adebowale, Director of Casino Operations; Chef Deb Pellegrino, Executive Chef; and Kellie DeCelis, Atlantic City’s first Poker Director. Together, they provided valuable insights into what makes Borgata shine.

Next, we traveled to New York to meet with two of Seneca Nation’s general managers, Linda Hitchcock and Joanne Israel, who oversee the day-to-day operations of Seneca Allegany Resort & Casino and Seneca Niagara Resort & Casino, respectively.

Heading down south to the Gulf Coast, we spoke with industry veteran and trailblazer LuAnn Pappas, CEO of Scarlet Pearl Casino in D’Iberville, MS. She shares her keen insights and serves as a champion for diversity and inclusion.

Out west, in Northern California, we met Lana Rivera, General Manager of Graton Resort & Casino, who has consistently broken glass ceilings throughout her career and is now leading a massive $1 billion expansion project. Meanwhile, in Southern California, we had the pleasure of talking with two remarkable leaders at Jamul Casino: President & General Manager Mary Cheeks and Hotel Director Rocio Zorrilla. Jamul Casino is also undertaking an ambitious project and recently celebrated the topping-off of their new hotel tower, which aims to redefine the San Diego hospitality market.

What unites these women is a unique blend of qualities that drive change, inspire teams and foster an inclusive environment. They are visionary thinkers—authentic, resilient, accountable, adaptable and committed to empowering others. As the saying goes, when you’ve got it, flaunt it—and these women are the real deal.

Join us as we pull up a chair at the table to hear their remarkable stories.

Casino Player had the privilege of spending a day at Borgata, where we interviewed five inspiring women leaders who are paving the way for progress. Orchestrated by Alexandra Hennessey, Director of Communications at Borgata, this initiative became a passion project as she introduced us to several women who are driving it forward. “These remarkable female leaders represent the diverse and extraordinary operations we are so proud of throughout Borgata. It is my privilege to be part of a company that empowers and uplifts women, fostering an environment where collaboration and creativity can truly thrive,” she said. Their contributions ensure that every visitor receives exceptional service, making Borgata a standout destination for guests seeking an unparalleled experience. Let’s take a look.

DIANA CASTRILLON, Vice President of Human Resources

Diana Castrillon’s journey with MGM Resorts spans two decades and showcases her versatile expertise in human resources. She began her career in 2005 as an Employee Concierge, where she provided personalized support to employees. Since then, Diana has held various HR roles, focusing on employee relations, ADA and FMLA support.

Her experience opening a casino in 2007 further enhanced her understanding of HR in a fast-paced environment. As she progressed, Diana took on strategic responsibilities within the Employee Relations Center of Excellence, where she developed initiatives to establish the organization as a subject matter expert in employee relations. She led efforts to ensure fair application of policies and procedures, conducted internal investigations and upheld labor standards.

Diana’s exposure across different MGM properties has deepened her understanding of the unique needs of each location, enabling her to effectively lead diverse teams. Her comprehensive experience in talent acquisition, workforce planning and employee retention has prepared her for her current leadership position at Borgata, where she remains committed to upholding MGM’s values and delivering exceptional customer service.

CP: What pivotal moments or milestones in your career have led you to your current position as Vice President of Human Resources?

DC: Several key moments in my career have shaped my trajectory and prepared me for this leadership role. The first pivotal moment was when I was tasked with leading the integration of a newly acquired property into the MGM Resorts portfolio. This project required not only the alignment of HR policies and practices but also a deep understanding of cultural integration. It was a transformative experience in managing large-scale change while balancing employee engagement and business continuity. Additionally, leading the integration of our regional properties, especially during the challenges brought on by COVID-19, added even more complexity and learning to the experience.

Another significant milestone was spearheading a company-wide initiative focused on diversity, equity and inclusion. This project allowed me to influence leadership at all levels, reshape recruitment strategies, and create a more inclusive work environment. The impact on employee morale and our broader organizational culture was profound, and it reinforced my belief in HR’s ability to drive business success through people-focused initiatives. During this time, I also served on the board of a hospitality school and worked closely with the Academy of Hospitality and Tourism at a local high school. This is something I’m incredibly proud of. Through this partnership, we helped hospitality students intern at various areas of operations throughout Las Vegas, and with my board position I was able to integrate MGM into this program. Through the board, we raised funds for scholarships to support students who wanted to pursue careers in the industry.

Finally, a key turning point in my career was being selected to lead the talent management and succession planning for MGM’s senior leadership. This role provided me with valuable insight into strategic workforce planning and talent development at the highest level. It prepared me to step into this executive role, where I now influence the direction of our human capital strategy across the entire organization.

What type of workplace culture does Borgata foster for its employees, and how does that culture translate into the guest experience?

At MGM Resorts, we are deeply committed to fostering a workplace culture built on inclusivity, respect and continuous development. Our focus is on creating an environment where team members feel valued, supported and empowered to grow both personally and professionally. We prioritize open communication and collaboration across departments, which strengthens the sense of community and ensures everyone has a voice. This culture of inclusivity and respect is central to our operations, as we recognize that a motivated and engaged workforce directly translates into the experience our guests receive.

Our goal is for every team member, from the gaming floor to hospitality, to embody MGM’s core values of excellence, service and hospitality. This creates an environment where guests feel welcomed, cared for and valued. The result is a seamless, high-quality experience that not only meets but exceeds guest expectations.

What aspects of the casino industry excite you most?

The dynamic nature of the casino industry is what excites me the most. The fast-paced environment, combined with the constant innovation in gaming, entertainment and hospitality, creates an atmosphere that requires adaptability and forward thinking.

What I find fascinating is how the industry balances tradition with cutting-edge technology—whether it’s integrating digital gaming experiences or creating immersive entertainment that keeps customers engaged. This need to stay ahead of trends while maintaining excellent customer service and employee engagement has been both challenging and invigorating.

Front-line employees are the face of any property, and Borgata is known for providing stellar customer service. What types of training programs are in place to ensure that employees consistently meet high service standards?

Our team members are the cornerstone of our reputation for stellar customer service. To ensure they consistently meet our high standards, we have developed comprehensive training programs that emphasize both technical skills and service excellence. From the moment an employee joins our team, they undergo a detailed onboarding process, which includes a deep dive into our customer service philosophy, property-specific training and role-specific technical skills. This ensures that they not only understand their job functions but also grasp the importance of creating a memorable guest experience.

We regularly offer ongoing development opportunities, including advanced customer service workshops, conflict resolution training and leadership development for team members aspiring to grow within the company. These programs are designed to reinforce our service standards and prepare team members to handle diverse guest interactions with professionalism and care.

To maintain this level of excellence over time, we continuously monitor performance through guest feedback and team member evaluations. This allows us to identify areas where additional training or support may be needed.

We also have robust recognition programs in place, which reward team members who go above and beyond in delivering exceptional service.

By celebrating their achievements and reinforcing our service values, we keep the team motivated to maintain high standards.

Our leadership team also plays an integral role in this process. We ensure that managers and supervisors are equipped with the tools to coach, mentor and support their teams in real time, creating a culture of continuous improvement.

How has your department adapted to new trends in the gaming industry, such as the rise of online gaming and sports betting, and how has this impacted staffing and customer service?

The rise of online gaming and sports betting has significantly transformed the landscape of the gaming industry, and our HR department has adapted to these trends by evolving our recruitment, training and customer service strategies to meet the changing demands. As these new platforms grow, we’ve had to rethink the types of skills and experience we look for when hiring. For example, we now place a greater emphasis on recruiting talent with expertise in digital technology, data analytics and customer support for online platforms. This shift ensures that we have the right mix of talent to manage both the physical and digital gaming experiences.

Additionally, we’ve implemented specialized training programs that equip our staff with the knowledge and skills to support online gaming and sports betting. This includes technical training on digital platforms and customer-service best practices for these new areas, ensuring that both front-line team members and back-end support teams can offer seamless service across all touchpoints—whether guests are gaming in person or online.

The impact on staffing has been notable as well. While we continue to maintain strong staffing levels for our physical gaming operations, we’ve also expanded our workforce to include roles that specifically support online gaming and sports betting. These roles include digital customer service representatives, cybersecurity professionals and data analysts, among others. We’ve had to strike a balance between maintaining excellent service in our brick-and-mortar casinos while scaling up teams to meet the demands of the digital side of the business.

In terms of customer service, adapting to these new trends has meant ensuring our staff is knowledgeable not only about in-person gaming but also about helping customers navigate online platforms and mobile apps. By staying ahead of industry trends and proactively adjusting our HR strategies, we’ve been able to support the continued growth of both traditional and digital gaming while maintaining the high service standards that Borgata is known for.

MGM Resorts and Borgata have a strong presence in Atlantic City. What key initiatives do they have to give back to the local community?

We are deeply committed to giving back to the Atlantic City community, and we have several key initiatives in place that reflect our dedication to our social impact and sustainability efforts.

One of our flagship programs is our partnership with local nonprofit organizations through MGM Resorts’ broader “Focused on What Matters” social impact strategy. This includes initiatives focused on improving access to education, supporting workforce development and addressing food insecurity within the community. For example, we regularly contribute to local food banks, host charity events and encourage Team Members to volunteer in these efforts. We also participate in Habitat for Humanity projects and other community beautification efforts, which help improve the quality of life for local residents.

Another key initiative is our commitment to diversity and inclusion, which is woven into our community outreach programs. Through partnerships with local minority-owned businesses and advocacy organizations, we help support economic development and inclusion in the Atlantic City area.

Additionally, we’re focused on environmental sustainability initiatives that give back to the community by reducing our carbon footprint and preserving local natural resources. This includes our ongoing efforts to reduce energy consumption, promote recycling and use sustainable materials throughout our operations. Our team takes great pride in these initiatives, as they contribute to a greener and more sustainable future for the Atlantic City area.

These community-focused initiatives have a profound effect on Team Member morale and engagement. When our Team Members see the company actively involved in giving back to the community, it creates a deeper connection between their work and a broader purpose.

Ultimately, these initiatives not only make a positive impact on the local community but also create a more engaged, motivated and purpose- driven workforce. Our Team Members feel proud to be part of a company that values social responsibility, and this pride directly translates into better service for our guests and stronger retention overall.

JESSICA SMITH, Vice President of Facilities

Jessica Smith joined the gaming industry in June 2022, bringing a wealth of experience from highly regulated sectors such as nuclear and pharmaceuticals. Her background has equipped her with invaluable expertise in compliance, operational efficiency and risk management, all of which are crucial in the gaming environment. Jessica thrives in the dynamic and fast-paced world of gaming, where she applies principles from her previous roles—precision, strategic oversight and a strong commitment to regulatory compliance—to ensure the success of Borgata Resort Casino & Spa. Her transition into the gaming industry has been both exciting and rewarding, allowing her to leverage her extensive knowledge and skills in facilities management.

CP: As a woman in a traditionally male-dominated field, what were some of the key challenges you faced and how did you overcome them to achieve your current position?

JS: Throughout my career in nuclear, pharmaceuticals and now gaming, I’ve often found myself in spaces where women are sometimes underrepresented.

I am proud to be one of two female vice presidents of Facilities within the MGM Resorts enterprise, alongside Traci Gibson from Aria and Vdara in Las Vegas.

One of the key challenges I have faced was ensuring that my technical knowledge and leadership abilities were not only recognized but respected. In highly specialized industries, like nuclear and pharmaceuticals, the stakes are high, and I had to demonstrate deep expertise and a clear vision. I focused on mastering the technical intricacies of each field, which helped me build credibility and influence decision-making processes.

I am a large advocate of mentoring and supporting other women, creating a culture where diverse perspectives are valued. By showing the way—through results-driven leadership and consistently advocating for inclusivity—I’ve been able to break down barriers and ascend to my current position. It’s been about persistence, staying true to my knowledge base and demonstrating that diversity is not just beneficial but essential for progress.

How do you ensure that the facility remains at the forefront of luxury and guest experience?

At Borgata, maintaining a world-class luxury experience is a top priority, and that starts with every detail of the facility. As VP of Facilities, I ensure that we combine cutting-edge technology with meticulous attention to detail in both design and operations. We are constantly upgrading our spaces, from the gaming floor to our guest suites, ensuring they reflect modern elegance and comfort.

A key component of our success is including employee engagement and interaction with projects. By creating a work environment that values collaboration and open communication, we empower our team to take ownership of the guest experience, which increases our ability to maintain the level of luxury Borgata offers.

My team works closely with leaders throughout the property to ensure that the physical environment aligns with the overall guest experience, creating immersive, luxurious spaces that feel inviting and exclusive.

We monitor guest feedback and industry trends to anticipate needs and stay ahead of expectations. Ultimately, it’s about creating an atmosphere where every guest feels valued and where the facility itself enhances the overall resort experience.

Last year, Borgata rebranded the Water Club as MGM Tower following a $55 million renovation. What luxurious upgrades were made, and what can guests expect from this newly transformed tower?

The transformation of the Water Club into MGM Tower is a testament to Borgata and MGM Resorts’ ongoing commitment to providing guests with an unparalleled luxury experience, and overall commitment to the Atlantic City market.

With a $55 million renovation, we focused on elevating every aspect of the guest journey. From the moment guests step into MGM Tower, they’ll be greeted by a refreshed design that blends modern elegance with comfort, creating an atmosphere that’s both exclusive and inviting.

MGM Tower offers state-of-the-art amenities and stunning views of the Atlantic Ocean and the Marina District. Floor-to-ceiling windows allow for an immersive experience, with natural light highlighting the sophisticated design elements throughout the space.

A lot of thought went into every detail with the modern traveler in mind, ensuring that MGM Tower is a destination in itself. Whether guests are here for relaxation, gaming or a special event, the tower provides a sense of sophistication and indulgence that is synonymous with the Borgata brand.

How do the new additions like the Long Bar, outdoor pool expansion, and Overlook event space align with Borgata’s future vision?

Each of these enhancements represents a strategic investment in Borgata’s long-term vision to remain the premier destination on the East Coast. These additions are not isolated upgrades but part of a comprehensive plan to continuously elevate the guest experience.

The revitalization of Long Bar breathes new life into a beloved space, offering a modernized yet familiar venue where guests can enjoy an extensive selection of beers with over 20 craft beers from local and regional breweries such as Cape May Brewing Company and Bonesaw Brewing.

“We want each installation to surprise and inspire our guests, making every visit feel special. For me, leveraging the seasons allows us to bring new energy and joy to the property, aligning with Borgata’s dedication to creating lasting memories.”
—Jessica Smith

The expanded outdoor pool creates a resort-style oasis that caters to both relaxation and entertainment, offering an elevated leisure experience. The Overlook event space, located on the 32nd floor of MGM Tower, is breathtaking; it adds a new level of sophistication to our event offerings. Together, these additions reflect Borgata’s commitment to innovation and luxury. Our goal is to continually redefine what it means to be a destination resort, ensuring that Borgata remains a leader in the industry.

Can you walk us through the creative process behind Borgata’s stunning seasonal displays? What exciting new themes can guests look forward to in the fall and winter?

Creating Borgata’s seasonal displays is a true passion of mine, and it’s one of the projects I look forward to most each year.

A few years ago, I had the opportunity to visit Las Vegas and was captivated by Bellagio’s iconic conservatory. The way their team seamlessly integrated natural beauty with innovative design struck a chord with me, and I knew I wanted to bring that same level of creativity and joy to Borgata.

Working closely with our design teams, we’ve made it our mission to transform Borgata’s spaces each season, creating an immersive experience that resonates with guests.

This summer, our team was inspired by nature—bringing larger-than-life butterflies, bugs and flowers to life throughout the property. Every element was designed to evoke a sense of wonder and delight, turning familiar spaces into vibrant, seasonal showcases.

The creative process starts with an overarching theme, and then it’s all about the details—choosing colors, materials and features that truly capture the essence of the season.

We want each installation to surprise and inspire our guests, making every visit feel special. For me, leveraging the seasons allows us to bring new energy and joy to the property, aligning with Borgata’s dedication to creating lasting memories.

As an industry insider, what are some of the trends you predict for the future of hospitality?

I believe the future of hospitality will be driven by the balance between technology and personalized service. We’re entering an era where innovation will meet guest expectations for both convenience and unique, meaningful experiences.

One of the biggest trends I see is the continued integration of smart technology to enhance the guest experience. From mobile check-ins and keyless room entry, technology is allowing us to streamline operations while offering more convenience and customization.

Another key trend is the elevation of amenities to cater to all types of travelers. Whether it’s leisure travelers seeking luxury and relaxation, business guests requiring state-of-the-art workspaces, or multi- generational families looking for versatile activities, hospitality spaces need to be more flexible than ever.

Resorts are creating more immersive environments, like wellness- focused amenities that appeal to various preferences and lifestyles.

Sustainability is also becoming a major focus, as guests are increasingly seeking eco-friendly options without compromising on luxury.

Looking ahead, what are your priorities to keep Borgata Resort Casino & Spa competitive in the market?

My top priority is ensuring that Borgata continues to lead the market by offering unparalleled guest experiences through constant innovation.

As the hospitality and gaming landscape evolves, we’re committed to staying ahead of trends. Whether it’s enhancing our gaming floor with new interactive experiences, introducing unique dining and entertainment options, or leveraging data to customize guest stays, we want to create a destination that consistently surprises and delights our visitors.

Another key focus is elevating our luxury offerings. Borgata’s reputation is built on providing world-class amenities, and we will continue to raise the bar with curated experiences that cater to a variety of guests.

Sustainability and community engagement are also priorities. As we look to the future, we’re exploring green initiatives that align with our commitment to environmental responsibility. At the same time, we’re deepening our connection to the local community by supporting regional partnerships, employment opportunities and charitable initiatives, all of which strengthen our brand.

Ultimately, staying competitive means continuously evolving while never losing sight of what makes Borgata unique—our commitment to luxury, innovation and exceptional service. We’ll continue to focus on these pillars to ensure that Borgata remains the premier destination for gaming and hospitality.

CHEF DEB PELLEGRINO Executive Director Chef

As the first female Executive Chef at a casino in Atlantic City, Chef Deborah Pellegrino made history by breaking barriers in a traditionally male-dominated industry. With a background as a pastry chef, Chef Deb transformed her career aspirations, aiming for growth beyond her initial role. Since taking the helm at Borgata, she has fostered a unified team culture and championed creativity among her chefs, emphasizing the importance of strong relationships with guests to enhance the overall dining experience.

Chef Deb is proud of her accomplishments, particularly the collaborative environment she has built and the innovative dining initiatives she has introduced that showcase her team’s talents. Passionate about sustainability, she is actively involved in initiatives like recycling oyster shells to support local ecosystems.

Her journey is fueled by a commitment to personal and professional growth. Chef Deb offers personal advice to women looking to join the culinary field: “Opportunities come when you can see the goal and let nothing get in your way of obtaining it.”

CP: What does it mean to you personally and professionally to hold the title of the first female executive chef at a casino in Atlantic City?

DP: I would be remiss if I didn’t mention Pam Green, who was actually the first executive chef in the city. She is another phenomenal leading female chef and a great friend of mine. I am honored hold the distinction of being the first female executive chef at an Atlantic City casino. When I first stepped into this role, it was a big deal for me because, honestly, I never envisioned myself as an executive chef. I always thought I would remain a pastry chef and wondered how far I could go in that field.

It wasn’t until I came here that I realized I wanted more. I wanted to grow, both in my career and in my mindset. Over the years, I feel I’ve had a lot to contribute, not just in terms of my skills, but in how I interact with people.

What were some of the biggest challenges you faced when stepping into this role at Borgata?

Stepping into this role has been incredible, especially because the level of support I have received from Borgata is unparalleled to any other casino that I have worked for. That speaks volumes to me. My biggest challenge was building a cohesive team, but I’m proud to say we’ve grown into a unified force. While some teams and departments initially worked more independently, we now collaborate seamlessly—not just in food and beverage, but across the entire property.

How do you approach overseeing the different dining outlets at Borgata and balance maintaining high standards across such a diverse range of dining options?

For me, procedures and standards are constants and apply to everyone. However, creativity is boundless. When you give people room to be creative, that’s when you get the best results. I ensure all procedures and standards are followed, but I also encourage chefs to be creative— that’s what we do. You got the best out of me when you said, ‘Give me what you’ve got.’ When chefs are allowed to pursue what they’re passionate about, you see their best work.

My role is to help the team be as creative as possible by removing obstacles in their way, whether it’s paperwork, broken equipment, or just needing something and not knowing how to ask for it. If they’re stuck, I aim to open up their horizons by introducing new ideas and perspectives.

Borgata is known for its award-winning restaurants—how do you design the culinary offerings to meet such high standards and keep guests coming back?

We truly have the best restaurants here, and to parlay off what I said, it’s really about the chefs. They’re the reason people keep coming back—it’s the relationships we build with our customers. You can have an amazing meal at your favorite restaurant, but if the service or interaction is bad, you might not return. That’s why I want our chefs and teams to be forward-facing, meeting customers and fostering those relationships.

It’s all about the experience: the food, the service, the interactions and the overall vibe. Each element is distinct, but when combined, it creates something special—like how a smell or taste can bring you back to your childhood. Those are irreplaceable moments, and it’s all about delivering a complete experience.

“When you give people room to be creative, that’s when you get the best results. I ensure all procedures and standards are followed, but I also encourage chefs to be creative—that’s what we do.”

—Chef Deb Pellegrino

What innovations have you introduced to the dining experience at Borgata?

This past June, we hosted an incredible Summer Social Event at our outdoor pool—the first of its kind at Borgata in years! We have such a fantastic outdoor space and a beautiful pool and wanted to show it off. It was a great opportunity to highlight the talent of our team. Everyone really came together, and that made it special. I’m excited about what’s ahead. We have some exciting surprises coming up and can’t wait to show guests what’s in store.

What aspect of your role and achievements are you most proud of?

It’s like being asked what your favorite food is—it’s hard to choose just one thing. But I will say that I’m incredibly proud of my team and the relationships we’ve built across departments. You can’t succeed on your own. Everyone has strengths and weaknesses, and as a good leader, you need to bring out the best in people. When you notice someone’s weaknesses, it’s your job to help them improve. We all have them.

When you take ownership of what you don’t know and grow as you go, no one can fault you for that. The sky’s the limit. I’ve always believed that for myself—I never put boundaries on what I could achieve.

What advice would you give to aspiring female chefs who want to make a name for themselves in the casino industry?

I don’t look back, only forward. I focus on improving myself, and that’s what makes me feel good. Sometimes I don’t need to be a rockstar, and that’s okay. Other days, I want to be a trailblazer and do as much as I can. I stay focused. I’m accountable for my actions, and that’s incredibly empowering. I don’t carry guilt—I’m always excited for the next amazing thing I can do or how I can help someone.

You’ll rarely hear me say ‘I’ or ‘me.’ It’s always ‘we’ or ‘us,’ and I think that’s a big part of who I am and how I’ve gotten to where I am today.

What future plans or goals do you have for the culinary program at Borgata? Are there any new concepts or initiatives you’re excited about?

That’s the hot topic every day: What’s the new food trend? What’s next? How are we going to stay ahead of everyone else? Honestly, I don’t know. I don’t have a crystal ball, but sometimes an idea will come up that sparks something, and I think, ‘This could be great.’

What I do appreciate, though, is the shift toward sustainability across Borgata. In high-volume environments like casinos, it’s easy to overlook the environmental impact of our operations, especially with the sheer number of people we serve daily. By prioritizing recycling, reducing our carbon footprint, and enhancing water stewardship, we’re taking meaningful steps toward more sustainability. Stepping out of the casino for a short time to work on an organic farm has been eye-opening. In October, my team and I prepared a dinner at Reed’s Farm, to give back to the community and raise awareness. I’m proud to have partnered with the New Jersey Department of Environmental Protection, joining Borgata in their sustainability efforts to recycle oyster shells, returning them to the ocean and bay. So far, we’ve contributed about 18 tons of oyster shells to help regenerate the estuaries. I appreciate Borgata’s full support for this initiative and its commitment to small businesses.

What food trend are you glad to see fading away?

Gastronomy today, with all the chemicals in food, sometimes feels like we’re more focused on creating illusions—blowing bubbles or making food look like something it’s not. It might be mind-blowing at first, but when you see all the chemicals and powders used to achieve it, I believe it loses its magic.

What’s your go-to guilty pleasure when it comes to food— savory or sweet?

Funny enough, my guilty pleasure isn’t food—it’s games. As a chef, I don’t really have a guilty pleasure when it comes to food. That’s why I became a chef—I enjoy it all, and if I overindulge, I’ll just hit the gym an extra day. You shouldn’t feel guilty about the food you eat; you should enjoy it. For me, video games are my way to unwind. Word games, puzzles—they’re mindless and relaxing, and that’s how I like to shut down.

DEMI ADEBOWALE, Director of Casino Operations

Demi Adebowale is the Director of Casino Operations at Borgata Resort Casino & Spa. In the past year, she has been recognized as one of the Top 40 Under 40 by Global Gaming Business magazine and one of the top Black Executives in Gaming on the rise.

Navigating a traditionally male-dominated industry, Demi has established herself as a Subject Matter Expert, focusing on building credibility and trust through data-driven decisions. She is committed to mentoring others and fostering strong relationships within her team.

Demi takes pride in her team’s growth and success, believing that effective leadership is key. She is excited about Borgata’s recent casino floor upgrades and the future of integrating onsite gaming with digital platforms, particularly cashless solutions. Ultimately, Demi believes that it’s the dedicated staff and personalized service that truly set Borgata apart, creating a unique and luxurious gaming experience for every guest.

CP: As one of the few female directors of Casino Operations in the gaming industry, what were some of the biggest challenges you faced while climbing the ranks, and how did you overcome them?

DA: In my experience as one of the few female directors of Casino Operations, the journey was both challenging and rewarding.

One of the biggest opportunities I have faced surrounds navigating the gaming industry, which is traditionally dominated by men. As the Subject Matter Expert in my area, it was important for me to establish credibility while building trust with my counterparts as well as my superiors. I approached this by consistently delivering results, showing a deep understanding of operational intricacies, and making data-driven decisions.

Building trust requires patience and a strategic balance of confidence and collaboration. I made it a priority to listen, observe and understand the dynamics in the room, which helped me adapt my approach while fostering strong, respectful relationships.

Over time, my colleagues came to value my insights, not only because of my expertise but also because I demonstrated that our shared goals mattered most. It’s about showing that while I bring a unique perspective, I’m committed to the success of the entire team, breaking down barriers and ensuring that trust becomes the foundation of our work together.

I’m also committed to building a support network of other subject matter experts and mentors, both within and outside of our industry. Over my career, these relationships have shaped much of what I do, and help with fresh perspective when I may need it.

What do you consider your greatest accomplishment in your gaming career, and what excites you most about the future of Borgata Hotel Casino & Spa?

My greatest accomplishments in my gaming career really are around my team. Watching them succeed and grow and seeing individuals develop their skills, take on new challenges, and ultimately thrive in their roles brings me the most pride. I believe that a team’s success is a direct reflection of strong leadership, collaboration, and a shared vision.

What excites me most about the future of Borgata Hotel Casino & Spa is continuing to create an environment where our people can excel and contribute to the innovative and exciting projects we have in store, further strengthening Borgata’s leadership in the industry.

I do not stand alone with this mindset; our leadership team would say the same exact thing.

Borgata recently announced plans to upgrade its casino floor to enhance the guest experience. Can you share details about these upgrades and what guests can expect?

As the market leader in Atlantic City and the premier gaming destination on the East Coast, Borgata continues to evolve to meet its guests’ ever- changing needs and desires. In September, we began significant upgrades to the casino floor. These updates will infuse the space with fresh energy while enriching the overall domestic and international gaming experience. We couldn’t be more excited about this project as we look ahead to the next phase of Borgata’s evolution.

What kinds of trends are you noticing on casino floors? Where are things heading?

We’re seeing some exciting trends on casino floors, with a growing focus on integrating onsite activations with online gaming.

The BetMGM partnership is a key driver in this space, offering seamless experiences that blend in-person gaming with online platforms. An example of this trend is the Dragon Train activation, which has been a huge hit. It’s a great illustration of how immersive experiences can engage both traditional players and digital-first customers.

“What truly differentiates Borgata is our dedicated staff and employees. The passion and commitment to guest satisfaction that our team brings every day are unparalleled. This focus on people and personalized service is at the heart of what makes the Borgata experience unique.”

—Demi Adebowale

Tech innovation is a major priority, especially in the cashless and digitalwallet spaces. As more guests seek convenience and security, the shift towards cashless gaming solutions is becoming increasingly important.

These trends show that the future of brick-and-mortar casino operations is heading toward a more connected, tech-driven and player- centric environment, where both online and offline experiences complement one another.

Do you have a favorite game right now?

I don’t have a single favorite game, but I’m always excited by the games that resonate most with our players.

Right now, some of the most popular ones on the floor include Buffalo Ascension, Dragon Train, Dragon Link and Prosperity Link. Each of these games has captured our players’ attention with their engaging features and rewarding experiences.

I love seeing the connection our guests have with these games and how they bring excitement to the casino floor. Ultimately, any game that our players connect with and enjoy becomes a favorite for me because their enjoyment is what matters most.

In your opinion, which features differentiate Borgata’s casino from its competitors?

What truly differentiates Borgata is our dedicated staff and employees. The passion and commitment to guest satisfaction that our team brings every day are unparalleled. This focus on people and personalized service is at the heart of what makes the Borgata experience unique.

Additionally, there’s a clear and aligned vision across the property— from leadership to front-line employees—aimed at creating a luxury gaming and entertainment experience. This collective focus ensures that every detail, from gaming to amenities, meets the highest standards, setting Borgata apart as a premier destination on the East Coast.

KELLIE DECELIS Poker Director

Kellie DeCelis is the first female Poker Director in Atlantic City history, a role she has embraced with passion and dedication at Borgata Resort Casino & Spa. Starting her career as a dealer, Kellie worked her way up through various positions, earning dual Bachelor’s degrees in Communications and Business Management from Stockton University while gaining invaluable insights into poker management.

In her role, Kellie has focused on solidifying her team and making improvements that enhance the player experience. She finds inspiration in overseeing one of the busiest poker operations in the Northeast and feels immense pride in her achievements.

Kellie recognizes the evolving landscape of poker, especially with the rise of technology, and advocates for maintaining the game’s essence— instinct, emotion and energy.

Under her leadership, Borgata has hosted some of the most notable poker tournaments in the country and she looks forward to the continued growth and success of the poker community at Borgata.

CP: What inspired you to pursue a career in poker management?

KD: Poker is truly its own community and in order to become a part of that you really have to love the game. I believe my adoration for the game and my elevation into leadership just happened to coincide in my life. I began my career as a dealer, just as everyone does, but at the same time I had returned to continuing education at Richard Stockton [Stockton University], and while working full time I earned two Bachelors in four years—one in Communications and one in Business Management. So while I worked my way through school I was also working my way up in poker, from dealer to supervisor to manager, and I believe a big part of that was my ability to take the lectures and skill sets given by my business professors, envision real-life applications of those skills and return to my poker world to put those tools to work, building an incredible team and ultimately my own success in Poker Management.

As the first female Poker Director in Atlantic City, what were some of the biggest challenges you faced when stepping into this role?

It’s amazing to hear those words, honestly. To think that gaming in Atlantic City began in 1978 and that I have the honor of holding the first female Director of Poker title in the city is a legacy, and I hope that it opens doors for women around the country to move into prominent positions in the poker industry. I’ve been in this role for a little over one year and this first year has been about solidifying my team, making small improvements, working hard, and realizing and recognizing that I had obtained this amazing personal goal I’d set for myself of becoming the first female Director of Poker Operations in Atlantic City’s almost 50- year history.

What has been your most memorable experience or accomplishment in your career so far as a Poker Director?

Borgata poker is the absolute pinnacle of poker gaming in the Northeast and overseeing an operation this size is no walk in the park; it never slows and we are always in planning for the next big launch. But honestly, I would never change a thing. Sometimes as I am leaving late on a Saturday night, I stop in the front of the room and look in over the absolute sea of players, the hustle and bustle of our busy poker room, taking in the sounds of shuffling chips and an endless stream of initials called over the mic filling the next lucky seat, celebrations of high hands or raising the blinds in the tournament area, and I am simply overwhelmed with both gratitude and awe that I am a part of the success of this operation. So, I hope that I have the opportunity to answer this question again in 10 years, because right now, it’s all memorable and it all feels like accomplishment.

How have you seen the poker industry evolve over the years? What changes would you still like to see?

The poker industry exploded in 2003 when a regular “joe” was able to win the largest tournament event offered to players and take home tons of cash. Overnight, poker became everyone’s game, and everyone had the chance to be the best. Over the last 20 years, the game of Texas Hold’em has continued unchanged outside of some small additions like the big blind ante, but the evolution has come in the form of technology, and I honestly believe technology is creating a growing gap in the game and the player base. From ICM formulas to Solvers, a game that was purely gut instinct, being able to learn and read your opponent has now become a mathematical equation. We’ve seen players throw away premium hands knowing they had their opponent beat because an app told them to. Now winning, however it happens, is never a bad thing, but the barrier to entry in the game of poker is already daunting to many new players. Now having to learn not only the game but all of the formulas behind the odds feels like we are limiting the ability for the regular “joe.” To hit big again— and we need this in our industry. When the same players win over and over again, it promotes a hopeless mentality in the new generation of players, but when regular joe takes it down, it gives all players the dream that they can do it too. As operators we create rules to limit these tech advantages when we host live tournaments in an effort to bridge that gap for players, but ultimately it will have to be a change within the poker community. Poker is pure raw energy, instinct, adrenaline and emotion, and the further we move away from that with the use of technology, the more we forget what poker truly is.

Considering that the majority of poker players are male, what advice would you offer to women who are looking to make their mark in the tournament scene?

I think women in poker, as players, have really made their mark on the industry. This year we saw the deepest run for a female player in the largest tournament event in the world. I believe as we move forward, we will see more women taking higher spots in the tournament scene. Women are emotional creatures, by nature, which makes poker the perfect game for us. But there are many amazing organizations that cater specifically to the female player base. We, like many other operators, offer ladies-only tournament events and we even take that a step further, offering our Ladies Pink Chip Live Stream event—just doing more to highlight female players in the industry. So, women who are looking for their introduction to poker can find groups of women who want to support, guide and grow this base, and women who are currently in the industry continue to champion the growth of this demographic. I believe that the greatest mark we make is measured by the success of those around us, and I believe the female poker community is already doing an incredible job making this mark.

“It’s amazing to hear those words, honestly. To think that gaming in Atlantic City began in 1978 and that I have the honor of holding the first female Director of Poker title in the city is a legacy, and I hope that it opens doors for women around the country to move into prominent positions in the poker industry.”

—Kellie DeCelis

Borgata is renowned for its high-profile poker tournaments on the East Coast. What are some of the most notable poker tournaments hosted by Borgata, and which upcoming tournaments should players be sure to mark on their calendars?

We, like most of the world, took a three-year hiatus, and coming back from that was a difficult journey. But in January of 2023, Borgata returned to the tournament scene in its relaunch, which was aptly named “The Return.” Since then we have been able to put three Poker Opens in the books. Our most recent was this September. We hosted a 14-day schedule offering 63 tournaments using 120 tables in the Borgata Event Center and paid out over $7.5 million in prize pools. We created beautiful live streams, crowned champions and generated social media buzz in the tournament world. The Borgata Poker Opens have become some of the most notable tournament events in the country, and we are incredibly excited for the 2025 schedule starting in January.

How does Borgata’s tournament structure cater to both recreational and professional players?

The rec player and the pro player are two sides of the sliding scale within the industry, and catering to both of these players and all of the players that exist in between is something the Borgata is always striving to perfect. We offer recreational players daily events with small buy-ins and small fields, and we offer our professional players high buy-in events in both our Poker Open schedules and as standalone events throughout the year. But offering the opportunity to the recreational player to get into the Championship-level event is what makes a great poker event for all levels. We accomplish this by partnering with BetMGM Poker, who offers qualifiers online for as little as $2, and we offer on-site qualifiers for low buy-ins so that the fields for events become a mix of all skill levels. Offering the opportunity to recreational players to become champions is the ultimate goal of a successful tournament event.

What tips would you give to players who are new to the poker scene and looking to ‘hit the felt’ in tournaments and cash games?

I fell in love with poker when I started playing low-stakes games 20 years ago. There is no better feeling than stacking a pot, especially if you’ve managed to bluff your opponent. Poker represents a perfect social outlet for small talk at the table and is supported by a strong community of close-knit people who love to play and talk about the game. Unfortunately—and I’ll quote The Poker Boss Sean McCormack on this one—“Those who can, play poker. Those who can’t run card rooms.” So while I do love the game and occasionally enjoy being the rec player at the table, I am still looking for those tips myself!

Trailblazer in Gaming

LuAnn Pappas, CEO, Scarlet Pearl Casino Resort

LuAnn Pappas is the CEO of Scarlet Pearl Casino Resort in D’Iberville, MS, where she has led with strong vision and strategic focus. With 40 years of experience in the gaming industry, Pappas has been instrumental in positioning Scarlet Pearl as a premier destination on the Mississippi Gulf Coast. Under her leadership, the resort has earned recognition for its innovation, customer service and community engagement. As one of only two female casino operators on the Gulf Coast, Pappas is a trailblazer in an industry, championing diversity and inclusion.

Pappas’ career journey includes key roles in retail, marketing, operations, food and beverage and more during her time with Harrah’s Entertainment and Caesars Entertainment, before ascending to her role as CEO of Scarlet Pearl. Throughout her career, she has not only demonstrated business acumen but also a deep commitment to philanthropy and community involvement.

Her efforts have been recognized with numerous awards, including the 2021 Annette O’Keefe Humanitarian Award, the 2019 Humanitarian Award from the American Red Cross, the 2020 Success Women’s Conference Top Influencer Award, and the New Orleans magazine “Steel Magnolia” honor for philanthropy and business. She was also named one of Global Gaming Business magazine’s “25 People to Watch” in 2017.

Pappas’ father instilled in her the philosophy, “Be fair, be firm, be disciplined and never ever quit what you start.” She adds, “We cannot afford for another century to go by without recognizing the value of more female leaders in gaming.”

CP: You’ve had a long and stellar career in the gaming industry. Can you tell us about your career journey and how it led to your role as CEO at Scarlet Pearl?

LP: Next year will mark 40 years in the gaming business, which is hard to believe! I started in Atlantic City in 1985 after answering a newspaper ad. At the time, I had worked in both juvenile and adult probation and had also been with a court reporting firm that my family owned. My father was adamant that no daughter of his would leave a job without having another one lined up, so he handed me an Atlantic City Press. Can you imagine how long ago that was [laughing]—applying for jobs through newspaper ads?

My journey began as a supervisor at a gift shop on the graveyard shift at Harrah’s (now Caesars). When I started, there were only about seven properties in Atlantic City. I was fortunate to hold many positions within the casino business, moving from supervisor to regional manager, then to director of purchasing, director of special events and finally director of casino marketing. I ultimately focused on marketing.

When my son went to college, I agreed to be relocatable. Unfortunately, shortly after, Hurricane Katrina hit, and I was quickly brought down to help with the recovery efforts. I was then asked to return when there were plans to build Margaritaville, which was my first exposure to the Gulf Coast. I quickly discovered how much I enjoyed the area and its people.

“Make sure if you don’t have a seat at the table, you pull up a chair.”

—LuAnn Pappas

Throughout my career, I’ve been transferred between Louisiana, New Jersey and Mississippi multiple times—this is actually my third or fourth time living in Mississippi and I plan to stay here for good. My long and rewarding career with Caesars ultimately led to an interesting opportunity. One busy Saturday, while jumping between properties in Atlantic City, I met a couple who were customers at Harrah’s. They asked me to have a cup of coffee with them and shared that they were building a casino in Mississippi. That meeting changed the course of my career!

As one of the few female CEOs in the gaming industry, what have been your biggest challenges and how have you overcome them?

You just said it, being a female in the gaming business. It is a profession that certainly has more males than it does females. Obviously, the higher up the ladder you go, the more difficult it becomes because you are a minority in a field that is predominately male.

Can you share a moment when you felt you truly “broke the glass ceiling” in your career? What did that experience mean to you?

It truly happened in this position. I say freely that I had an amazing career with Caesars Entertainment, but I realized that I wouldn’t have been able to reach this level there. That became evident, especially after I experienced a massive heart attack, a widow maker, the previous September before moving here. It made me rethink my priorities. I had spent my career striving to grow, taking on different roles to become well-rounded in all aspects of gaming, and this position has allowed me to achieve that.

What do you consider your greatest accomplishment as CEO of Scarlet Pearl Casino Resort?

I would have to say that the biggest success at Scarlet Pearl is the associates who work here. As a family business with only one casino— our first venture into the industry—their dedication has been crucial. We had a challenging first two years, but we discovered who we are along the way. We built our foundation on three core pillars, which are reflected in the numerous awards we’ve received, most of them for friendly service, safety and cleanliness.

We wouldn’t be where we are today without our associates; they’re truly part of the family, and we treat them as such. What does that look like? Here, when you walk in, you might give someone a hug or a kiss, just like you would with a cousin. Our ability to attract and retain talent that genuinely loves being part of a family business has been key to our success.

Did you have any mentors throughout your career, and if so, how did their advice influence your leadership style?

I was fortunate to have many mentors throughout my career, some of whom I didn’t fully appreciate until later. John Payton, who was a regional president at the time, stands out. I learned a great deal from him, even through some difficult conversations that ultimately proved to be rewarding. Another mentor was Carlos Tolosa, a division president at the time. I was very fortunate to have people willing to teach me things I didn’t know, and there was a lot I had to learn.

Mentorship is crucial at all levels, especially in an industry with so few women leading gaming companies. It’s important to open more opportunities so that the next generation doesn’t face the same barriers. Ideally, we’ll reach a point where women won’t still be discussing these issues at my age. I hope that our daughters and their children won’t have to answer questions about gender inequality because it will no longer be an issue. That’s my dream, and I truly hope it becomes a reality.

What advice would you give to women aspiring to leadership roles in the industry?

Make sure that if you don’t have a seat at the table, you pull up a chair. It’s important to recognize that entering a predominantly male environment can naturally cause anxiety. However, the more you engage in these situations, the more you can overcome that anxiety. You come to realize that you deserve a seat at the table. When discussing diversity, it’s essential to acknowledge that a variety of perspectives—regardless of gender, race or religion—are necessary for success. We cannot rely on a single way of thinking; we must be open to different ideas and suggestions.

What excites you most about Scarlet Pearl Casino Resort?

Our property continues to evolve. It was built from the ground up, and few people realize that we will celebrate our 9th anniversary in December. Opening without a database is quite unusual, especially with a family that had no prior experience in the gaming business. I couldn’t be prouder of how far we’ve come.

I love coming to work every day because we have 900 people here, with 900 unique perspectives. Everyone’s voice is valued. We hold quarterly calls to ensure transparency; I know the salaries across the organization, how our revenue is generated, what we pay vendors, and our benefits. This commitment to openness strengthens our organization, as we believe in sharing information to build a stronger team.

How does Scarlet Pearl Casino Resort maintain its competitive edge and ensure a unique guest experience?

A lot of our success stems from our culture. When a family owns the business and is present for two weeks each month, they can engage with everyone. The gaming industry is highly competitive, not just in Mississippi but across all jurisdictions—it’s like there’s a Starbucks on every corner. However, we have remained true to our identity.

For us, success is defined by what we do for our associates, our community and our customers. Everyone knows that happy employees contribute to a successful business. As long as our team feels satisfied and we maintain open and honest communication, we can have candid discussions about various topics, including the current market, which is soft right now. Our cohesive team environment has allowed us to thrive, and we measure our success through the feedback we receive from both our associates and our customers, which we actively survey.

Scarlet Pearl has made significant investments in VIP and high-end amenities. Can you tell us more about these offerings?

One of the first things we recognized upon opening was that our high-limit room fell short compared to others in this market and across the country. We needed to enhance our amenities, particularly for our female slot customers, who make up 80% of our business. We knew this would be a challenge, especially competing against established names like Caesars Entertainment.

In our nine years of operation, we introduced the Orchid Room and the VIP Room during the COVID pandemic. We’ve also renovated the entire property since we opened. By the end of next year, all 300 hotel rooms will be completely updated.

You may have seen the Orchid Room, which features a white carpet with purple flowers. When we updated it, we kept that design because it’s integral to our brand. Many skeptics argued that we were investing too much in that tier of customers. However, we take a different approach. To maintain top-tier status, guests must earn it quarterly.

From years in the gaming industry, we’ve learned that if you don’t establish this system from the beginning, the market can be quite transient; customers often shift between casinos to achieve the same status. By implementing a quarterly earnings structure, we knew we had to create an elevated experience to keep our guests engaged.

For first-time visitors to Scarlet Pearl, what can they expect in terms of gaming, dining and overall experience?

Scarlet Pearl is a bright and inviting casino, featuring windows throughout, including water views in all our hotel rooms. The experience here is unmatched on the Mississippi Gulf Coast, which offers a variety of attractions, from fishing and shopping to golfing. Ocean Springs, in particular, is a beautiful town worth exploring.

At Scarlet Pearl, it’s essential to experience not just our offerings but also the surrounding community. We provide award-winning dining options available 24/7, ensuring our guests always have delicious meals at their fingertips. Plus, you’ll encounter some of the friendliest people on the Gulf Coast, making your visit truly memorable.

Finally, can you describe what the perfect weekend getaway at Scarlet Pearl Casino Resort would look like for a visitor?

One of the most important aspects of our property is the light, bright and airy atmosphere you experience when you walk in. The casino features numerous windows that offer amazing views, and the entire building has a distinctive scent that guests often remark about.

When you check into your hotel room, you’re greeted by stunning waterfront views through floor-to-ceiling windows. In the morning, you can enjoy coffee and homemade danishes while taking in the comforting aroma of cinnamon wafting through the lobby.

For those inclined to explore, there are opportunities to visit Ocean Springs for golf or check out our partner businesses, including local eateries and a family-owned grocery store. You can truly enjoy some wonderful outside experiences.

After your adventures, you might unwind with a cocktail in our VIP Lounge or at Butler’s Bar before indulging in a fabulous steak or seafood dinner at Scarlet’s. If you’re looking for something more casual, our whimsical restaurant, Under the Oak, is open for breakfast, lunch and dinner. You can dine beneath an oak tree at night while enjoying your meal.

Whether you want to try your luck at the casino, catch a game at the sports bar, or relax by the pool in the lovely weather, there’s something for everyone to enjoy.

Industry Inspiration

Seneca Gaming Corporation champions women’s leadership

Women hold a powerful role in the matrilineal culture of the Seneca Nation of Indians, located in New York. Throughout history, Seneca women have demonstrated fierce leadership and unwavering strength in defending and preserving their culture and the existence of the Seneca Nation. As a Seneca Nation-owned company, Seneca Gaming Corporation not only embraces this history but also draws inspiration from it. The corporation sets a sterling example in the gaming industry and its community by encouraging women to pursue advancement within the company and providing the resources needed for success.

This level of engagement stems from a longstanding commitment to diversity, equity and inclusion, rather than a recently developed focus or policy. Women have served in every major executive role in the company’s history, including chair of the board of directors, president & CEO, chief marketing officer, chief information officer, general counsel, chief human resources officer and general manager at its three casino properties. Additionally, nearly half of the company’s senior management team comprises women, who help shape the strategic direction and operations of the organization.

Among the many success stories from Seneca Gaming Corporation’s career development programs are two of the company’s three property general managers—Linda Hitchcock and Joanne Israel. They oversee the day-to-day operations of the company’s two largest properties: Seneca Allegany Resort & Casino and Seneca Niagara Resort & Casino, respectively.

LINDA HITCHCOCK, GM, Seneca Allegany Resort & Casino

Linda Hitchcock has been a pivotal figure at Seneca Allegany Resort & Casino since its opening in 2004. With a background in food service operations, she initially managed dining services for three local public school districts before joining the Seneca Nation’s new venture. Starting as a Shift Manager in Thunder Mountain Buffet, Linda quickly showcased her leadership skills and was promoted to Restaurants Manager following a major expansion in 2007. Her exceptional performance led to her appointment as Director of Restaurants & Catering, where she oversaw all dining establishments and the Seneca Allegany Event Center.

In 2010, she briefly served as Director of Food & Beverage at Seneca Niagara Resort & Casino before returning to Seneca Allegany in 2012 as Vice President of Food & Beverage. Linda later became General Manager at Seneca Buffalo Creek Casino before returning to Seneca Allegany, where her extensive knowledge of the property and strong team connections made her the ideal candidate for the role. With 20 years of dedicated service, Linda continues to elevate the guest experience, embodying the values of leadership and commitment to excellence.

CP: Can you share some key milestones or experiences that significantly shaped your career path and prepared you for your role as General Manager?

LH: I have always believed in being open to what comes to you and working as hard as you can. That applies to any business. Early on in my career with the company, I had the chance to participate in our Career Development Program, which introduced me to all areas of the business. When I was offered the chance to go to our other properties, I jumped at the opportunity just so I could learn more about different areas and departments and roles within the company.

What have been some of the most rewarding aspects of your career at Seneca Gaming Corporation?

On a personal level, as a Seneca, working for the Seneca Nation of Indians, knowing that I can make a difference in helping my Nation and my people is incredibly rewarding. At the property, I enjoy meeting our guests and working alongside our team members. I’m blessed with the best team in the gaming industry, many of whom have been here since the day we opened. We have formed really strong bonds and have built a very special property and atmosphere at Seneca Allegany. I get a lot of satisfaction watching our team members grow and advance in their careers. Knowing that I might have influenced them in some way along their path is the greatest reward for a manager.

How do you support and mentor other employees within the company who aspire to advance their careers?

I always want to let our team members know to never box themselves in. Whether it’s training or working outside their comfort zones, I want to encourage our team in their career path. I also think it is incredibly important to work as a mentor to someone else and show support to those around you. Everyone wants to know they have someone they can go to, someone they can relate to. I have been fortunate to have great mentors in my career and I want our team members to have that same experience.

“As an industry, we need diversity at the table to hear different opinions and ideas. That makes us all better. Aside from the important strategic and business contributions women make every day, having women in leadership roles also helps let other women know they can be there someday and nothing will stop them from going after what they want.”

—Linda Hitchcock

Why is it important for women to have a seat at the table in leadership roles, and how does their inclusion contribute to the overall success of the property?

The gaming industry is no longer a “man’s world,” like it was when it started. Women hold many important roles at properties and corporations across the industry. Seneca Gaming Corporation has a history of female leadership. From our Board of Directors and our Senior Management Team to departments at every level at all three of our properties, women are strongly represented across our leadership structure. The General Managers at two of our three properties are women. A woman’s voice needs to be at the table. As an industry, we need diversity at the table to hear different opinions and ideas. That makes us all better. Aside from the important strategic and business contributions women make every day, having women in leadership roles also helps let other women know they can be there someday and nothing will stop them from going after what they want.

As GM, how do you ensure that Seneca Allegany maintains high standards of guest satisfaction and operational excellence?

Don’t micro-manage. I trust my management team to make great decisions and they keep me well informed. Communication is important. I make sure our team knows the importance of guest satisfaction, and how important it is to provide a great guest experience so that our guests continue to choose Seneca Allegany.

What types of promotions or loyalty programs are available to guests, and how do they work with the other Seneca properties?

Our Social Club by Seneca loyalty program is the same across all three of our properties. Each property has its own unique atmosphere and surroundings, so having the same loyalty program allows guests the chance to experience and enjoy everything that each property has to offer. Here at Seneca Allegany, we have a regular schedule of fantastic live entertainment, from the biggest stars performing in our Seneca Allegany Event Center to great local and regional acts playing live in our River Bar, adjacent to the gaming floor. We also have weekly giveaways, promotions and different events for our guests to keep things fresh and exciting.

What special amenities and services do Seneca Allegany offer to enhance the overall guest experience?

In addition to the excitement of our gaming floor, we have a 413-room AAA Four Diamond Award-winning hotel, complete with an onsite spa and salon, indoor swimming pool, outdoor hot tub and fitness facility. Our selection of restaurants offers something for every taste and appetite, from exquisite fine dining in our Western Door Steakhouse and authentic Italian delicacies, including Roman-style pizza, at Toscana Grill to hearty casual dining at Seneca Café and Thunder Mountain Buffet, along with great cocktails and exciting nightlife at Fire Lounge and the River Bar. The Logo Shop, located adjacent to the hotel lobby, offers everything from snacks and sweatshirts to high-end clothing and accessories. With all that, I still think our greatest amenity is the world- class service our team provides every day. They are the Seneca difference.

Describe a perfect weekend getaway at Seneca Allegany.

Seneca Allegany Resort & Casino is the perfect weekend getaway. We offer a true resort experience. Our property is surrounded by the foothills of the Allegheny Mountains, so the views and scenery from our 413 hotel rooms, which were all recently remodeled, are spectacular, especially in the fall when the leaves are changing color. One of our tastefully appointed suites with a hot tub would help make the weekend extra special. Dinner in our award-winning Western Door Steakhouse is an experience not to be missed. Spend part of the day on our resort’s second floor, which is the ideal relaxation and rejuvenation retreat, with our full-service Spa at Seneca, a salon, our indoor swimming pool, outdoor hot tub and a top-notch fitness facility. In the evening, you can take in some live entertainment, whether it’s a headlining act in the Seneca Allegany Event Center or the live bands that perform at the River Bar every Friday and Saturday. Of course, our gaming floor, with over 1,400 slot machines, 25 table games and our Seneca Sports Lounge, is a must-visit location at any point throughout the weekend. You can then cap things off with a cocktail at Fire Lounge and start thinking about your next great trip to Seneca Allegany Resort & Casino.

JOANNE ISRAEL, General Manager, Seneca Niagara Resort & Casino

Joanne Israel began her career in the gaming industry in 2011 as Casino Controller within Seneca Gaming Corporation’s finance department, following five years in public accounting. Her strong accounting background and dedication led to her promotion as Director of Finance Operations, a role she held for three years. Driven by a desire to take on a larger role in the gaming side of the business, Joanne became the General Manager of Seneca Buffalo Creek Casino in 2016. There, she successfully oversaw a $40 million expansion, culminating in its opening in 2017.

In 2018, Joanne transitioned to Seneca Niagara Resort & Casino, the corporation’s flagship property, as Assistant General Manager. Her expertise and leadership were recognized when she was named General Manager in 2022. With a passion for the gaming industry and a commitment to excellence, Joanne continues to shape the guest experience at Seneca Niagara Resort & Casino.

CP: Given the powerful role that women have historically played in the Seneca Nation, how does your position as General Manager of Seneca Niagara Resort & Casino reflect and build upon this legacy of leadership and strength?

JI: As General Manager, I embody this tradition with vision, resilience and compassion. My position highlights the enduring value of women’s contributions to leadership and governance, demonstrating that these qualities remain integral to the prosperity and strength of the Seneca Nation. By leading with wisdom and empowerment, I strive to honor our heritage, continuing the legacy of women who have been pivotal in shaping our society, and I hope to inspire future generations of Native women to embrace their own leadership potential.

What were some of the biggest challenges you faced while climbing the ranks, and how did you overcome them?

In an industry dominated by men, there can be informal networks where relationships are built outside of formal business settings— creating the “Boys Club” dynamic. This can sometimes create barriers to inclusion. However, by building strong professional relationships and by being proactive and assertive, barriers can be broken. I have also noticed that with fewer female leaders to look up to, it can be difficult to find mentors who understand the unique challenges that women face.

In order to overcome this, I have actively sought out mentorship opportunities and looked to grow a network of supportive peers. Knowing these difficulties, I also strive to help mentor as many up-and- coming women in the industry as possible.

What do you consider your greatest accomplishment as GM, and what excites you most about the future of Seneca Niagara Resort & Casino?

My greatest accomplishment as a General Manager has been the completion of our Seneca Arrival Experience at Seneca Niagara Resort & Casino. This was an 18-month, $40 million endeavor, that completely reimagined the guest experience as they arrive at our property—from the time they turn in to the property to hotel registration and our entire lobby. The project required the active involvement of more than a dozen departments. It required a high level of strategy to maintain our revenues, while creating a great customer and employee experience. I am extremely excited for the next few years with Seneca Niagara Resort & Casino. We have many new projects on the horizon, coupled with the role out of our new “BEST” customer service training program.

Are there any women leaders or mentors who have inspired you throughout your career? If so, how have they influenced your journey?

My dear friend and mentor, Elizabeth Cartlidge, worked with Seneca Gaming Corporation for many years in an executive capacity. She was an excellent role model, and she taught upcoming leaders the importance of understanding your power, and how to utilize it to help others. She spent many years breaking through glass ceilings and is always available to give advice or words of encouragement.

What are some of the standout features and amenities of Seneca Niagara Resort & Casino that guests should be aware of?

Here at Seneca Niagara we offer a wide range of amenities to our guests. The casino has over 2,500 slot machines, 50+ table games, sportsbook betting and great nightlife at our many bars and clubs. Our 26-story, 604-room luxury hotel offers stunning views of the surrounding Niagara Falls area and features a Spa & Salon offering massages and facials along with many other treatments. Guests can enjoy several exquisite dining options, including our top-notch Western Door Steakhouse, our fine dining Italian restaurant, la Cascata, and our gourmet pan-Asian restaurant, Koi. We also feature an array of casual dining options such as our buffet, Full Plate Eatery, our relaxed diner, Three Sisters Café ,and a tasty burger restaurant, Blues Burger Bar. Our many retail outlets offer a wide selection of souvenirs, gifts, jewelry and fashion items.

“By leading with wisdom and empowerment, I strive to honor our heritage, continuing the legacy of women who have been pivotal in shaping our society, and I hope to inspire future generations of Native women to embrace their own leadership potential.”

—Joanne Israel

How does the Seneca Niagara Resort & Casino cater to both leisure travelers and casino enthusiasts?

Offering the best there is when it comes to casino and nightlife while also being located in a prime location near a wonder of the world, Niagara Falls, makes our property an attractive destination for all guests, not only casino enthusiasts. Our AAA Four Diamond award- winning hotel offers the finest accommodations in the region, with world-class amenities, restaurants and shopping, making Seneca Niagara a premier location for anyone looking for the perfect combination of fun, excitement, relaxation and comfort. For the casino enthusiast, we have 147,000 square feet of gaming space offering their favorite slots and table games 24 hours a day!

Seneca Niagara Resort & Casino has consistently been a favorite among Casino Player readers, as evidenced by the numerous Best of Gaming awards it has received. How do you keep the property fresh and exciting for your guests year after year?

We are continually enhancing and updating our property to ensure our guests enjoy the most current amenities and offerings in the best environment possible. Our goal is to provide an exceptional experience and the finest in entertainment to each guest during every visit.

In the hospitality industry, exceptional customer service is crucial. How do you manage and motivate your team to consistently deliver top-notch service and uphold the stellar reputation of Seneca Resorts & Casinos?

Our top priority is to consistently deliver the highest level of customer service while continually raising the bar and improving as a team. Our team members truly stand apart from the rest and offer our guests unmatched service. We aimed to raise the bar even higher this year, as we introduced a new, customized customer service training program for Seneca Gaming Corporation called the BEST program. The focus of the program is on enhancing and practicing the skills we know each team member already possesses in order to make every guest interaction a memorable and rewarding experience.

What is the most important takeaway you want guests to have after their visit to Seneca Niagara Resort & Casino?

We view every time a guest walks through our door as an opportunity to create a special memory for that guest. Whether they are here for a weekend or for a few hours, we want them to remember their time at Seneca Niagara, from the fun they had on the gaming floor, the meal they enjoyed, and the show they saw to their spa treatment and the quality and comfort of their room. Our ultimate goal is for every guest to leave with a total sense of satisfaction, feeling like they enjoyed exceptional service in every area of our property that they visited during their time with us. If we do that, then those positive memories will leave that guest ready to plan their next visit.

A New Era BEGINS

Lana Rivera Leads Graton Resort & Casino’s $1 Billion Expansion

Nestled in the heart of Northern California’s Sonoma County, Graton Resort & Casino is a premier gaming destination that seamlessly blends the excitement of casino gaming and hospitality with the tranquility of wine country. With its vibrant atmosphere and luxurious amenities, Graton Resort & Casino offers an unforgettable experience for every guest.

Currently, the resort is undergoing a remarkable $1 billion expansion project aimed at enhancing its offerings and elevating the guest experience. This extensive project includes the construction of a new five-story hotel wing with over 200 rooms and a casino floor expansion that will add approximately 144,000 square feet, featuring 2,000 new slot machines, a new poker room and a high-limit area. Additionally, a 28,000- square-foot rooftop restaurant, a five-level parking structure equipped with solar panels and EV charging stations, and a 3,500-seat theater are also part of the plans. This expansion will significantly increase the resort’s capacity and create thousands of job opportunities in the region, reaffirming Graton Resort & Casino’s status as one of Sonoma County’s largest private employers.

To explore these exciting developments, Casino Player’s editor-in-chief, Lisa Robertson- Dziedzic, recently met via Zoom with Lana Rivera, the General Manager of Graton Resort & Casino. Rivera shared insights into her journey in the gaming industry, which began in the 1990s when she started as a blackjack dealer at Harrah’s Joliet, a riverboat casino, at just 21 years old. Throughout her career, Rivera has navigated various roles and jurisdictions, continually breaking glass ceilings and ultimately leading Graton Resort & Casino during this significant expansion.

CP: Lana, tell us about your background in the gaming industry, and your own history with Graton Resort & Casino.

LR: I began my career in the 1990s by opening Harrah’s RiverBoat Casino in Joliet, IL, at the age of 21, where I initially dealt blackjack. Back then, the typical schedule for dealers involved four days of dealing and one day of running change for slot machines, which operated using tokens. After that, I worked in various jurisdictions, including publicly traded and tribal casinos.

I spent 15 years at Cherokee Nation Entertainment, where my career truly flourished. Originally, I had planned to work as a dealer after moving from Arizona to Oklahoma, where my tribe, the Muscogee (Creek) Nation, is from. However, I ended up working for a competing casino instead. This decision turned out to be one of the greatest moves of my life. I thought I would work eight hours as a dealer, but when I arrived, the director of gaming—who was a colleague from a previous job—asked if I would help him establish the gaming department at the casino. I gladly accepted the challenge and never ended up putting on the dealer’s uniform again. I transitioned from writing policies to developing the department, eventually becoming a manager, which is where my career truly took off.

As a manager, I inherited poker operations and reported to Gary Weddell. During one of our one-on-one meetings, I asked him what he thought about women in gaming, which took him by surprise. He admitted he had never been asked that question before. He took me under his wing, dedicating time to mentoring me, and he is now the Vice President of Gaming Operations and Retail at Cherokee Nation Entertainment.

Later, I accepted the General Manager role at Hard Rock Tulsa, making history as the first Native American woman to do so. Life was going well when I received an opportunity from a headhunter. After discussing it with friends, they encouraged me to consider Graton Resort & Casino in Rohnert Park, CA. There were five General Manager positions available in California, and Graton appealed to me the most. I decided to apply, thinking, “If it doesn’t work out, I’m fine where I am.”

Now, here I am, having worked my way through the ranks from dealer to floor supervisor, manager, and ultimately General Manager. My journey has been incredible, leading me to this point where I now serve as General Manager at Graton Resort & Casino.

“I believe that with every major achievement, there comes a moment when you break the glass ceiling. Whether it’s an advancement or a significant accomplishment, that’s when you truly feel you’ve made a breakthrough. However, I also see that there are multiple layers to this concept. You shatter one ceiling, only to discover many more beneath it.”

—Lana Rivera, GM, Graton Resort & Casino

As a woman in a predominantly male-dominated industry, what were some of the biggest challenges you faced on your journey to becoming president of Graton Resort & Casino?

I truly believe the landscape is starting to change, especially regarding the recognition of women in our industry. It’s wonderful to see how many women are being acknowledged in California. COVID-19 sparked a shift, and now we have monthly calls with most of the casino operators in Northern and Southern California.

When I first arrived at Graton, I received a welcoming basket from Dawn Clayton, the General Manager at Thunder Valley Casino Resort. Shortly after, I got another wine basket from Kari Stout-Smith, the General Manager at Cache Creek Casino Resort. It was surprising to me because I didn’t realize how many women held GM positions in the state.

While the industry is evolving, I recognized there were few women in management during my time at Cherokee Nation. Being appointed to a management role at a young age was a challenge. It was incredibly supportive to have someone believe in me and mentor me throughout my growth.

I must admit that getting hired at Graton was a bit intimidating. After applying for the position, I received a call inviting me for an interview. They mentioned that I would be on a panel with 15 people, which was quite daunting! When I arrived, I learned there were 10 male candidates for the position, all heavy hitters with impressive backgrounds, and I was the only woman.

The intimidation set in; I hadn’t interviewed in a long time, having spent the last 15 years at Cherokee Nation. I walked into the interview feeling very nervous, but I decided to be myself. I opened the interview by acknowledging my nerves and sharing that I hadn’t been through an interview in 15 years. Surprisingly, I quickly connected with the tribal council and leadership and was offered the job right then and there.

Can you share a moment when you felt you truly “broke the glass ceiling” in your career?

I believe that with every major achievement, there comes a moment when you break the glass ceiling. Whether it’s an advancement or a significant accomplishment, that’s when you truly feel you’ve made a breakthrough. However, I also see that there are multiple layers to this concept. You shatter one ceiling, only to discover many more beneath it.

In my current role, there’s so much more I want to accomplish. When you achieve these milestones, you take a moment to reflect and think, “Wow, we’ve done it!” It’s not just about individual success; it’s about what we’ve achieved as a team.

The journey doesn’t stop there. If you maintain a mindset that you can do anything, opportunities will continue to present themselves. Each time you break a barrier, your confidence grows. I’m not sure if I’ve reached the pinnacle of my career; I believe there are still many more goals to pursue and ceilings to shatter.

Are there any women leaders or mentors who have inspired you throughout your career? If so, how have they influenced your journey?

I wouldn’t be where I am today without the mentorship of Gary Weddell. Giving back through mentorship is incredibly important and rewarding. At the end of the day, it’s fulfilling to watch someone succeed and build their confidence, regardless of their role—whether they’re an hourly team member or someone moving into a new position.

It’s especially gratifying to help individuals who are unsure of themselves and guide those who are eager to advance and eager to learn. When you recognize that someone is a sponge, ready to absorb knowledge, sitting down with them to help shape their future is truly rewarding.

As leaders and mentors, we are only as good as the people who surround us. It’s essential to continue mentoring team members, just as we were mentored ourselves.

What advice would you give to other women aspiring to leadership roles in the gaming and hospitality industry?

It’s a tough question because it really depends on where someone is headed. The first step is to fully understand what you’re getting into and the type of leadership role you’re pursuing, knowing that it will require great commitment. I can speak from experience as a single mother for much of my family’s life, raising four children. The drive to help pay the bills was always there; I knew that advancing in my career would lead to better pay and enable me to provide for my family.

However, no one prepares you for the unique challenges of being mentored by a male in a predominantly male industry. At home, my roles were different—I was both mother and father. I often found myself torn between being there for my children and fulfilling my professional responsibilities. I missed birthdays and holidays, and I sometimes felt guilty about it.

Despite these challenges, the rewards have been significant. The salary has provided for my family, and I’ve had opportunities for career advancement that have led me to where I am today. It’s a win-win in many ways. However, I’ve never had anyone tell me what to expect in balancing home life, career and personal time. Something has to give, and figuring out what that is can be incredibly difficult. My daughters often ask me how I managed it all, and I can only tell them that it was really hard.

Graton Resort & Casino is currently undergoing a $1 billion expansion under your leadership. Can you share some details about the plans and what guests can expect from this significant project?

We’re currently in the midst of an exciting expansion, even if it looks like a construction zone out there! This expansion is being done in phases. The first phase, our new parking garage, was completed in August, adding 1,700 new stalls across five stories.

“I want our guests to leave with an unforgettable experience that makes them eager to return. Whether they visit us to gamble, enjoy time at the spa, attend a pool party or have a staycation, we strive to create moments that leave them wanting more.”

—Lana Rivera

The next phase is our casino expansion, which I’m particularly excited about. We’re looking to add around 1,800 machines throughout this expansion. To ensure we’re meeting our guests’ needs, we gathered their feedback during the design phase. One of the key requests was for a larger high-limit slot area. We’re creating a private room specifically for high-worth players, complete with a dedicated staff to cater to our top- tier guests.

For poker enthusiasts, we heard their desire for an enclosed poker room. We’re redesigning the existing space to increase the number of tables to 25. Additionally, we’re building a sports bar that will feature stunning LED lights wrapped around the bar—it’s going to be beautiful!

Another exciting feature is a rooftop restaurant and bar, which will offer breathtaking mountain views. Imagine enjoying a glass of wine on the patio while taking in the scenery!

Following the casino expansion, we’ll focus on the hotel. Currently, we have 200 rooms, which has proven insufficient for our guests. We’ve received numerous requests for more accommodations, so we’re expanding by an additional 220 to 225 rooms. We’re still finalizing some details, but it’s in the works.

We’re also expanding our pool. Currently, we cater to guests 21 and older, but once the hotel and new pool open, we’ll welcome all ages. We had previously allowed families before COVID-19, and after seeing the success of our adult-only policy, we’ve decided to create a family pool alongside a new adult pool. I’m really excited about this change.

After the hotel is complete, we’re planning to build a theater with approximately 3,000 seats. Currently, all our events and concerts take place in our 1,600-seat venue, and there’s a clear demand for a larger venue.

How do you balance maintaining day-to-day operations while managing a project of this magnitude?

I’ll be honest, it’s hard, but I have an incredible team, and I couldn’t do it without them. You can’t do everything on your own; you need to rely on your team. I’m fortunate to have such a wonderful group that I depend on greatly. While it involves long hours and hard days, having a team that supports you and understands the business goals makes all the difference.

What advantages does Graton Resort & Casino offer casino players and how do you keep them coming back?

I strive to be the first to market with new games, aiming for exclusivity in our offerings. However, it’s a competitive landscape, with everyone vying for the latest and greatest. We’ve managed to secure a few firsts, such as AGS’ Revel Cabinets featuring Triple Treasure and Liberty Diamonds, as well as Blueberi Gaming’s Honey Bomb slots, which we’ll have in early November. We were also the first in Northern California to introduce Aristocrat Gaming’s $1 Million Dragon Link, and its popularity is really helping to keep our gaming floor fresh.

Staying on top of trends and maintaining close relationships with gaming manufacturers is essential for us. With the rapid advancements in technology, we constantly ask ourselves if these innovations align with our vision. Engaging with our guests is crucial; their feedback is invaluable. Many times, they come to us after seeing a game elsewhere, and we actively solicit their opinions. I host monthly dinners with our top guests to ask them what they want and if there are any games they’ve seen that they’d like us to feature. If they express interest in a game we don’t currently offer, we work to bring it to our floor.

How do you motivate your team to deliver exceptional service and uphold Graton Resort & Casino’s strong reputation in the hospitality industry?

One of the keys to success in this industry is hiring the right people. You need individuals who genuinely love working with others because a significant part of the job involves interacting with guests. If you hire the right person, you’ve already accomplished half the work.

We have an extraordinary guest service bonus program where our guests are surveyed, and we are scored based on their experiences. If we achieve the desired results quarterly, the entire team receives a bonus. This program is structured to include everyone, not just one department, fostering a strong sense of teamwork.

We also prioritize fun and engagement, which boosts motivation and collaboration among our staff. Our outstanding recognition program highlights team members for their contributions, consistency and going above and beyond expectations. Achievers are nominated and selected by an executive team, and we reward them for their excellence in hospitality and customer service.

Additionally, we have a program called “Live In Our Values,” where department managers distribute coupons to team members who exemplify our values. When someone is caught demonstrating these values, they receive a coupon with their name and the action they were recognized for, and we celebrate the winners.

We also have nightly programs to foster team spirit. In our 24/7 environment, the overnight shift often receives less recognition, so we host a quarterly party to celebrate them. Moreover, we organize team events like a bowling league, softball league, golf tournament, walk-a- thons, trivia contests and various clubs. I believe this approach is crucial; I know the names of all 2,600 team members and can engage with them personally. This allows us to treat them as individuals rather than just workers at the casino.

Can you paint a picture of the ideal weekend getaway at Graton Resort & Casino?

It all begins with our prime location in the heart of Sonoma County, known for its exquisite wine tasting. This, combined with our casino and resort, creates the perfect getaway experience. Imagine arriving at the casino, checking into one of our luxurious rooms, and indulging in relaxation at our spa and salon. Afterward, you can soak up the Sonoma sun by the pool.

To wrap up the evening, enjoy a delightful dinner at our 630 Park Steakhouse, featuring an extensive wine list. Finally, end your day with some exciting gambling or an entertaining event.

Finally, what is the most important takeaway you want guests to have after visiting Graton Resort & Casino?

I want our guests to leave with an unforgettable experience that makes them eager to return. Whether they visit us to gamble, enjoy time at the spa, attend a pool party or have a staycation, we strive to create moments that leave them wanting more. Our goal is not only to make a lasting impression on our guests but also to inspire them to share their great experiences with friends. Ultimately, I’m focused on delivering exceptional experiences.

Enriching THE EXPERIENCE

Jamul Casino’s new hotel tower aims to transform San Diego County’s hospitality scene

The Jamul Indian Village Development Corporation, a wholly owned enterprise of the Jamul Indian Village Tribe, celebrated a significant milestone in the construction of Jamul Casino’s new 16-story hotel tower with a topping-off ceremony on Friday, July 12. Opened in 2016, the Jamul Casino is located in Jamul, CA, in San Diego County. This highly anticipated hotel, featuring 200 beautifully appointed rooms—including 52 spacious suites—will offer a curated collection of leisure experiences and is slated to open in the spring of 2025.

Already recognized as a top destination for exceptional dining, entertainment, gaming and leisure, Jamul Casino is set to elevate its offerings with a carefully crafted selection of experiences. Originally envisioned as a crystalline jewel box floating against the Jamul mountains, the boutique hotel aims to redefine the area’s hospitality market. Casino guests will enjoy the convenience of staying where they play, with access to the state-of-the-art hotel via a climate-controlled, enclosed pedestrian sky bridge.

Among the luxurious amenities will be an approximately 4,800- square- foot restaurant with sweeping views of the surrounding area, retail space, meeting and banquet facilities, a full-service spa and salon with an outdoor deck, a fitness center, luxury guest rooms and suites for VIP guests and an 11,000-square-foot rooftop pool deck complete with a jetted hot tub, cabanas and a rooftop bar.

Casino Player had the privilege of interviewing President and General Manager Mary Cheeks about this ambitious project, along with Rocio Zorrilla, the recently appointed hotel director, to learn about their influential careers and the exciting new developments set to wow visitors.

MARY CHEEKS, President & General Manager, Jamul Casino

Mary Cheeks grew up in the gaming industry in Atlantic City, NJ, where she began her career as an Internal Audit Supervisor. Through several promotions, she ascended to the role of Chief Financial Officer (CFO). Seeking new challenges, Mary transitioned to a company with a presence in Pennsylvania, where she leveraged her CFO experience to align the position with general management responsibilities.

Five years later, she became the General Manager of a casino in upstate New York, where she successfully opened a new casino built from the ground up—a challenging yet rewarding endeavor.

After two and a half years, Mary had the chance to meet with the Tribal Council of the Jamul Indian Village Tribe, which led to her fulfilling dream of working in San Diego. She has now spent six years at Jamul Casino, cherishing every moment of her journey in this dynamic environment. As she spearheads the casino’s expansion, Mary continues to be an influential woman shaping the gaming industry.

“The door is now open wider to women in hospitality than 15+ years ago. However, you still need to focus on your A game and claim your seat at the table.”

—Mary Cheeks

CP: As one of the few female Presidents & General Managers in the gaming industry, what were some of the biggest challenges you faced while climbing the ranks, and how did you overcome them?

MC: The biggest challenge was how hard I had to work to be recognized and valued. I grew up in this business needing to be more knowledgeable than my co-workers, showing quicker results and waiting patiently to be at the table. I overcame the challenges by determination, sacrifice, focus and frankly being better than the competition.

What do you consider your greatest accomplishment as Jamul’s President & GM, and what excites you most about the future of Jamul Casino?

Building a culture that drives the success of the business makes me proud. The most exciting thing for me is our Tribal Council, who are both innovative and supportive of growth. They are risk takers and I see a very bright future ahead.

What advice would you give to women aspiring to leadership positions in the gaming and hospitality industries?

The door is now open wider to women in hospitality than 15+ years ago. However, you still need to focus on your A game and claim your seat at the table.

Jamul Casino recently celebrated the topping-off ceremony for its new 16-story tower in July. Can you share more details about this boutique hotel and what unique features it will bring to the region?

The new hotel tower features 200 rooms, including 52 suites, a six-story parking structure with 250 parking spaces, and a climate-controlled, enclosed pedestrian sky bridge. Guests will enjoy a new 4,800- squarefoot restaurant with sweeping views, along with retail space, meeting and banquet facilities and a full-service spa and salon that includes an outdoor deck. Additional amenities include a fitness center, a speakeasy and an expansive 11,000-square-foot rooftop pool deck complete with a jetted hot tub, cabanas and a rooftop bar.

What does this expansion project mean to the Jamul Indian Village Tribe and the broader community?

The JIV Tribe waited over 20 years to build a casino that allowed for survival in the high cost of living in San Diego County. It provided a life of self-sufficiency for this Tribe and the addition of a hotel will provide for a continuation of self-reliance for generations to come.

How does the Jamul Casino cater to both leisure travelers and casino enthusiasts?

It’s all about the experience you deliver for both gamers and leisure travelers. While we currently cater to both without a hotel, we will be able to enhance our offerings for gaming and non-gaming guests with the amenities at Jamul Hotel and Casino. We set their expectations through customized technology that ensures their desired experiences are met, whether it’s dining, spa services, gaming, relaxation by the pool, or any other experience in San Diego County.

What is the most important takeaway you want guests to have after their visit to Jamul Casino?

For each guest to leave Jamul Casino Resort with a unique experience of fun, relaxation and a great hospitality visit.

ROCIO ZORRILLA, Hotel Director, Jamul Casino

With over two decades of experience in the hospitality industry, Rocio Zorrilla has dedicated her career to creating unforgettable guest experiences in some of the world’s most prestigious resorts and luxury hotels. Her journey began at Casa de Campo Resort and Villas in the Dominican Republic and The Ritz Carlton Golf Resort in Naples, FL. Over the years, she has held leadership roles at notable properties, including Montage Deer Valley and Yaamava’ Resort & Casino.

Before joining Jamul Casino, Rocio was privileged to be part of the opening and renovation teams at several esteemed establishments, where she discovered her passion for bringing new hotels to life. What truly excites her about her current role is the unique opportunity to build something special from the ground up. She is committed to shaping the guest experience from day one and ensuring that the service consistently exceeds expectations.

CP: In an industry where women are still underrepresented in leadership roles, what experiences or challenges have helped you advance to this prominent role?

RZ: There have definitely been challenges, but I believe those experiences made me stronger. Being a woman in leadership often means navigating situations where it can feel like you have to work twice as hard to prove yourself. But I never let that discourage me. I’ve been fortunate to have mentors—both men and women—who encouraged me to step up and take on challenges. Learning how to handle those moments with confidence and determination has helped me grow into this role. I’ve always focused on being genuine, building relationships and proving my value through hard work and dedication.

As the new Hotel Director, how do you envision shaping the future of hospitality at Jamul Casino and enhancing the guest experience?

I envision creating a place where guests feel genuinely welcomed and taken care of, alongside an amazing team that shares a passion for hospitality. At Jamul Casino, we want every guest to feel like they’re getting a personalized experience, whether they’re here for a weekend getaway or a special event. We’ll focus on attention to detail and creating those moments that guests will remember long after they’ve left. Technology will also play a part in making the guest journey smoother, but truly, it’s the people, our team, who make the difference. I want to empower our team to go above and beyond, making sure that every guest feels special and valued.

What advice would you give to women aspiring to leadership positions in the gaming and hospitality industries?

My advice would be to never let fear hold you back; be bold, be persistent. Focus on making forward progress, and being the best person you can be while learning from the mistakes you make. Say yes to opportunities, even if they feel intimidating at first. You’re capable of more than you think, and sometimes stepping outside of your comfort zone is exactly what you need to grow. Also, build a network of people who support you and want to see you succeed. Mentorship is a big part of that, and I’m a strong believer in paying it forward. I hope to mentor young women by being approachable, sharing my experiences, and showing them that it’s possible to succeed in this industry with hard work and authenticity.

What can you tell us about this expansion, and what unique features will guests experience when it’s completed?

We’re so excited about this new addition! The hotel tower will be a 16- story luxury space that will offer stunning views of the surrounding landscape. We’re putting a lot of thought into every detail, from the modern design of the rooms to the amenities that will make every stay memorable. Guests can expect a beautiful rooftop pool area, a spa where they can fully unwind, and dining options that showcase local flavors. Our goal is to offer a luxury experience, but one that still feels warm and welcoming—like you’re coming home to comfort, but with a touch of indulgence.

In July, Jamul Casino reached a milestone with the topping off of its new 16-story hotel tower. What does this achievement mean to the Jamul Tribe and the broader community?

The topping off the hotel tower was a huge moment for the Jamul Tribe and the entire community. It represents not only the growth of Jamul Casino but also the Tribe’s dedication to creating opportunities and supporting the local area. This expansion means more jobs, more visitors and an overall boost to the economy. For the Tribe, it’s a proud milestone in their journey of building a thriving business while staying true to their roots and values. It’s about creating something that  benefits everyone, and that’s what made that moment really special.

“Never let fear hold you back; be bold, be persistent. Focus on making forward progress, and being the best person you can be while learning from the mistakes you make. Say yes to opportunities, even if they feel intimidating at first. You’re capable of more than you think, and sometimes stepping outside of your comfort zone is exactly what you need to grow.”

—Rocio Zorrilla

How do you envision the new expansion enhancing the overall guest experience at the resort?

With the addition of the hotel, we are taking the guest experience to a whole new level. It’s no longer just a place to come and enjoy gaming or dining—it’s a full resort experience. Guests will have the option to stay overnight in a luxury setting, which opens up the possibility for longer stays and more personalized experiences. Whether it’s a relaxing day at the spa or a fun night enjoying our cuisine options, the hotel expansion allows us to offer something for everyone. It’s about giving guests more reasons to come back and making each visit better than the last. Our team will play a huge part in the guest experience by genuinely listening to our guests to enhance their stay with personalized touches they will never forget.

For first-time visitors to Jamul Casino, what can they expect in terms of gaming, dining and the overall resort experience?

First-time visitors are in for a treat! Jamul Casino offers a wide range of gaming options, from slots to table games, and the atmosphere is always lively and welcoming. But it’s not just about the gaming—our dining options really stand out, with everything from fine dining to casual spots where you can grab a quick bite. We want guests to feel like they’re getting the full resort experience, whether that’s through our excellent service, our entertainment options or just the beautiful environment we’ve created. It’s a place where people can have fun, relax at the Spa and enjoy everything San Diego has to offer. With our Sweetwater rewards program, our first-time guests can immediately start enjoying discounts around the property from the moment they sign up.

When you open the doors of the new hotel tower, what specific features and amenities do you believe will set it apart from other luxury accommodations in the region?

What will really set us apart is the combination of luxury and personalized service. The rooms will have a modern, sophisticated design, but they’ll also feel comfortable and welcoming. The rooftop pool will be a standout feature—perfect for relaxing with a drink and taking in the views. Our spa will offer top-notch and bespoke treatments, and the dining options will highlight the best of local ingredients. What’s really important to us is that every guest feels cared for, whether they’re here for a special event or just to unwind. It’s that blend of high-end amenities and the attentive service from our team that will make our hotel truly unique.