| Welcome to Casino Life. Peter Hoezinger has been a regular interviewee and over the past few years it's been great to watch the evolution of Century Casinos - to see the group diversify and yet keep a tight focus on customer care. For Anthony Sanfillippo it's actually his company's Mantra. Pinnacledon't just take up every opportunity that comes their way - they focus and do what its right for the company and its customers long-term. Get Marco Herrera on the rostrum and you have a rapt and focused audience. Now teamed up with Jean Venneman, VP of Product Management and Licensing they are together embarked on renewing and building customer relations through innovations such as their "Customer Panel". Roger Seshadri has headed up the IT at Melco Crown Entertainment for over seven years and as CIO has a focus on ensuring technology is embedded - integrated fully - within the business, not merely aligned to it. All of it leads to better service - and better customer satisfaction. Robert Ambrose is a stalwart of Casino Life having contributed features since its debut almost a decade ago. Now, as Instructor of Hospitality & Casino Management at Drexel University, Robert brings together theory and practice; operator, regulator and manufacturer - all for the common focus of ultimate customer service through students who will become the future casino pioneers. Casino Life is proud to be one of the founding partners of the Drexel University. Head over to Page 34 and Victor H Royer tells a tale that will make all casino operators cringe - a tale of how they can so easily, so frequently and so irresponsibly let some of their best players down. Feel free to copy it and post it on your information white wall. Finally, John Flynn, a 28 year veteran of the Nevada Gaming Control Board provides the first of a number of features over a number of issues on the need for a robust regulatory system. Whilst we all want good customer service part of that comes from us also feeling safe - of knowing that not only are we enjoying ourselves, but we are in a place that has checks and balances to ensure we are all playing in a fair gaming environment.
Glyn Thomas Editor
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