That means listening to both customers and employees, and not just pausing while they talk. A common thread that almost all the men and women who took part in the project was that leaders were, first and foremost, listeners. I also mean innovative in managing the procedures and the sequences of how they execute their day-to-day operations.” As slot departments get smaller and pressures to grow revenues increase, managers increasingly find themselves having to do more with less. Aaron Rosenthal, currently the vice president and general manager of the Tropicana Las Vegas, said, “I don’t just mean managing the product.
“Staying on top of the games,” is how veteran slot operations manager and consultant Charlie Lombardo succinctly put it. Most obviously, that means finding and selecting new games that customers will respond to. This was the first thing that many of the men and women interviewed said. And, out of their many replies, a few themes emerged, with six main traits that, in their eyes, a good manager needed.
One of the questions that I asked all the interviewees was, “What makes good management?” In answering, they drew not only on their own decades of experience as decision-makers, but what they learned from those they had worked for.
