Lessons Learned from 2021 Set the Stage for 2022

By Jane Bokunewicz, Faculty Director LIGHT

The years 2020 and 2021are not ones most of us will remember fondly.  But as we forge our way bravely into 2022, there are trends and lessons from the past two years that will not only influence gaming, hospitality and tourism in 2022, but may permanently change how the industry operates.

Here, in four themes, is what has changed.

Evolution

Businesses, and the casino industry in particular, have evolved to put even more focus on the safety of guests and staff. Increased cleaning protocols and touchless technology implemented in the early days of the pandemic will likely persist in shaping daily commerce.

The pandemic has been a particular catalyst for the evolution of gaming products and the explosive growth of internet gaming and online sports wagering. Lingering pandemic conditions will continue to make remote gaming products an important point of contact between Atlantic City’s casino resorts and their patrons who have responded positively to the convenience of online gaming offerings and quickly become comfortable with their use.

Even though much remains uncertain as we approach another summer season, and who knows what variant of the coronavirus, New Jersey’s beach communities will be ready to offer safe, outdoor fun, making the region again an ideal vacation destination.

Staying Connected

As COVID-19 cases waned into summer 2021, Atlantic City visitors demonstrated an eagerness to reconnect and experience in-person social activities again. Tolls collected on the Atlantic City Expressway at the Pleasantville toll plaza increased steadily month over month from 23,004 in February to a peak of almost 2 million in July nearly matching the same month in 2019.

In spite of worker shortages reported at the resort’s casinos, operators met the challenge and brick and mortar gaming revenues increased month to month from February ($148 million) to July ($277 million); beginning to gain ground on pre-pandemic 2019 revenue benchmarks. 

Staying in touch with customers and enthusiastically and safely welcoming their return brought people back in 2021 and will keep them coming back in 2022 and beyond.

Worker Appreciation

The labor shortage that resulted from the shutdowns and operating restrictions of 2020 and the subsequent rebound of demand experienced in 2021 encouraged a mutual appreciation by employers and employees.

Employers appreciated the loyalty and commitment of employees who worked throughout the pandemic and those who continue to work, often in a short-staffed situation, to keep casinos and other local businesses operating. They raised hourly rates, and provided bonuses and incentives, to show appreciation and highlight the value of employee’s contributions to the success of the business.

Through the same experience, employees have gained an appreciation for those employers who demonstrated their commitment by providing assistance during the pandemic, especially during the 107-day casino shutdown, and reoffering employment as conditions improved.

As we work our way through the “great resignation” the relationship between employers and employees will remain key to success and smooth business operations. 

Opportunity

Recent challenges have inspired industry leaders to reflect on current business models and envision new paths forward.  This opportunity to reflect and reposition resources has led in some cases to the diversification of product offerings and retooling of legacy processes.  From the arcade and planned waterpark at Showboat, to Renault Winery’s Vitner Wonderland, to a steady stream of outdoor beach concerts, the hospitality industry has shown creativity in expanding their market and adapting to pandemic conditions and they anticipate the “next normal.