The Interview: Encore President Jenny Holaday

After months of pandemic-related ups and downs, Encore's new president, Jenny Holaday, is betting that she and her team can bring in crowds to the region's only casino. Will they win?

Jonathan Soloff - 21-09-2021, 12:49 pm

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Photo: Ken Richardson

The thunder heard from Encore Boston Harbor last month wasn't a Murano glass chandelier falling to the ground. It was a glass ceiling shattered when Jenny Holaday became Massachusetts' first female casino manager. Holaday, who has lived in many spaces and even sighs when she finds out where she comes from, has held positions at Harrah's Entertainment and Mandalay Resort Group. Now as president of Encore, she oversees all aspects of the casino's operations, from cash to marketing and sales to its nearly 3, 000 employees. She sat down with us in a private gaming room to talk about success mascots, troublesome customers, and why the casino industry is still the best game in the big city.

Do you gamble?

Definitely. I like gambling, which is pretty unusual in my commercial activities. Almost all casino heads don't. I like it. Above all, I like playing cheap slots, which I definitely don't do here. I think this is something every casino operator should make, because it really helps you understand the skills of the buyers, and this is something new and fascinating.

What is the exceptionally huge cost bill in a casino budget?

From a product development perspective, gaming machines are one of the most expensive things.

What is your ambitious market?

When I lived in Atlantic City, I used to joke that I must think like my grandmother, and when I lived in Michigan, I thought like my mother. Now, at 54 years old and in Boston, Massachusetts, I finally get to think like myself. If I actually find it fascinating, it's probably representative of our market, and I've never been so free to express my personal opinion under the pretext of a concrete conclusion.

How would you describe your own readers in three adjectives?

The Greater Boston Area. Here. That's it.

What makes Encore different from casinos in Las Vegas or anywhere else?

Well, we're the only gaming in a big city, and that sounds great, but it's a double-edged sword. We have to offer something for practically everyone because there are no other options.

If you're not interested in gambling, why should you come here?

The main reason to come here is to shoot. Whether you like gambling or not, this is not only a great nightlife place for people over 35, but also a lot of people under 35 come here. The quickest way for people my age to feel inappropriate is to go to a bar or a club. But you can come here, have a drink at Rare, walk around and drop some coins on the slot machines, run to the food stalls to eat delicious pizza, watch people play with the dice, and sit at Mystique. It's our salon. For example, what I actually believe is that we are creating a social opportunity to escape from everyday life in an age-appropriate way. As I said, young people also like this space. But I think we are even more important to the older generation.

Is it true that casinos intentionally block natural light and make the air thicker so that customers don't lose track of time and fall asleep?

These are two big myths. Our casinos have limited natural light, which is logical. They have to have a lot of examination rooms, and the gaming floor is surrounded by restaurants. But what about the oxygen itself? No, there isn't.

Is there a law that bans casinos in Massachusetts?

There isn't. I think this is the fun of coming in later. For example, the local gambling industry started to develop in the late 1990s. By now, there are already many competent regulators and operators, so there is no need to invent anything.

What are the odds that are close to the real odds you get in South American casinos?

The game with the best odds for players is craps, but it's a difficult game to master, so the odds change quickly if you don't understand how to play. Actually, blackjack is probably the right game. A good player with a basic blackjack strategy is capable of getting pretty good results.

Do you often have accidents with customers?

Constant. Casinos attract a variety of people. People who are angry at someone, or the incident that prompted them to come to the casino happened at home, these people can be combative or difficult to communicate with. A few months ago, we introduced a code for our guests, because we have to treat our employees a certain way and our guests a certain way. You want to create a really comfortable and pleasant environment for everyone, but when someone goes off the rails, it makes everyone uncomfortable. So when this happens, we have to step in. We take the client aside and see if there's anything we can do to improve his perception of the situation, and if not, we ask the client to leave.

What's the weirdest thing someone does for good luck?

Probably a prank with Beanie Babies. Sometimes you see people with little natural shelves on their slot machines, and they put five, six, eight in a row like little key chains.

Blowing bones at craps?

Well, it's Vegas, Frank Sinatra style, and it's very sexy. But Beanie Babies are more common.

Photo: Ken Richardson

What is the most unusual casino you've ever seen?

I remember feeling that way when Wynn Las Vegas first opened. I was particularly struck by the layout of the hotel rooms. The company has its own design department, and they chose all of the artwork on the walls, the Muranian glass chandeliers, all of these things. And this, too, caught my eye when I first saw it. I left Nevada in 2001 and played regionally for many years. But when I went to cover Boston Encore for the first time, I went to a little courtyard and called my son and said, "I'm not going to be able to do it. But here, everything is beautiful. There's even a little stool to put your handbag on so it doesn't fall to the floor."

Do you think the gaming industry is inherently or historically feminine?

no. I believe this actually has the opportunity to be a great femininity, and in many ways, this is due to the kind of "Ratchet t-Land" that we all remember in their 50s. However, such questions are often asked because I am actually in this industry, where men are often dominant, and bind to me for gender, minimize, and compromise. I have never felt humiliated. Every time, I am judged according to my positive aspect, this is my income, and in turn, I have gained it. But I know why people have the opportunity to think.

Your mother also appeared in the commercial. Did she happen to appear?

oh yeah. When I was 6 or 8 years old, I remember that my mother gathered all my friends, sat on our table in the dining room, and talked about the story of our quarry and how to spend interesting. There is. My mother began to set up a table at a restaurant in Reno, and as a result, became a vice president of a slightly good hotel on Lake Tough. She worked for 40 years in this commercial. In fact, when I observe, women also have a chance.

You are the first woman to run a casino in Massachusetts. How about other states?

In Las Vegas and Atlantic City, casinos are often the representatives of the weaker gender, but Massachusetts has respect. This is not a lot of time. And I prefer the first, probably the best chat.

What do you like most about casinos?

What a wonderful question! Probably a casino featuring Robert de Niro. And my favorite scene is that he is basically upset by one cupcake and more blueberries than others. He goes to the che f-The chef speaks, so he placed a monotone number on a cupcake, regardless of the time he lent. I highly evaluate this scene, for example. Someone is looking at her and in fact he has an opportunity to think he's unconditionally reckless.

The hardest part is in work? This is a very necessary part of working, but only the formation of talent. To be honest, it's interesting but not easy. For example, we have a lot of great managers and employees, but they are all Noboru. Everyone wants to be promoted. Everyone wants to study. And all of them must be managed. As a result, you are convinced that you are instructing your own processing capacity, and in fact, you are convinced that it will give more potential than those with the highest potential, and at the same time, you can use it for anyone. It is difficult to be convinced that there is.

Is an employee actually trying to avoid sanctions on theft from a casino?

[Only the day ending with Bukovka "U").

Who thought and had a chance to escape?

The most stupid thing. Because if you go to the casino, you have a video camera everywhere. Anywhere, anywhere. In fact, nothing can be arranged outside the video camera. It's even a good thing that some people infringe on this. However, it is easier to stop at a casino than other hotels because our normative demands strongly seek such unimaginable research. In fact, it is impossible to find something that we cannot correctly certify, diagnose, and remove.

Do you want to explain anything about Steve Win Steve?

Well, for me, I was following the data from the side, so when it happened, it became a boring news for the whole industry. In fact, I think the company treated the data perfectly. Steve Win, Harvey Winestein and Kevin Spacey, were actually happening at the same time, which was a rudimentary sea, but in the industry. In fact, I seemed to me as Win won Prikoro with a story. He has realized his promotion. The general manager was promoted immediately. From my point of view, they had no chance. For example, again, I didn't take into account what it was from inside, but in fact I saw something impressive from the outside.

A big bet that you've never seen before?

Personally? It costs $ 50, 000 with three hands, $ 150, 000.

What are the most nervous clients?

It's strange that some people are worried about the video camera. In fact, most people think that casinos are rudimentary places for printing funds, and are an innocent space for slipping and falling. Under the videos of the people who slid and fall, it is incredible to see how cheerful, perfectly bare, and have seen my own career. A few months ago, I was rolling a car. These people are interesting. Fall and submit to the referee and make money at the casino. Then scroll the film and see what actually happened. Over and over again. This is what happened 10 times in all spaces I have worked.

What do you like to relax?

Golf. It's my favorite entertainment in the world, so I need to do it more often.

How much money does this building flow into this building?

[I wouldn't have the right to answer this question.

Are there any other businesses that leave the game industry?

I left to get light on my personal business. I did it twice already. But I get calls again. Every day, from a different company, nothing more aggressive. For example, this is interesting. I'm going to work at this branch until retirement.

Looking at the numbers

Rolling the Dice

The Bay Casino Company also has a cheerful ability, but not always cheerful.

25% of the gambling revenue the state receives monthly from resort casinos.

Massachusetts has received 426, 5 million artistic gap-revenues in bucks from Plain Ridge Park Casino (our single gaming hall) since it opened in 2015.

1 Number of resort casinos yet to be built in the state (the law does not believe in casinos in tribal areas, there must be no more than three).

2 Number of Bampanoag-casinos served in real time.

300 percent of crime rises around MGM Springfield four months on its discovery.

0 Number of staffed poker tables. (Encore and MGM blocked them during Covid and it is not clear if it will not be closed again).

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