Resorts World New York implements PowerHost from Harvest Trends to empower Executive Casino Hosts

Share Article

Resorts World New York has implemented the award-winning PowerHost solution from Harvest Trends to empower their Casino Hosts and increase customer service.

Resorts World New York is located in Queens, New York, and offers more than 5,300 slots and electronic table games. Their team of six Executive Casino Hosts are focused on customer service but also growing revenue by developing active players, re-activating players, and capturing return visits from valuable new players.

Brad Egnor, VP Marketing, wanted to implement a tightly controlled Host Goals program with financial incentives but without taking on the significant overhead of manually running the program with help from the Database team and extensive spreadsheets. He also wanted to provide the Casino Hosts with an easy-to-use contact management system to increase their productivity and collaboration.

“Resorts World New York operates one of the most dynamic properties in the industry. We were looking for a system that would enhance the VIP guest experience, with greater responsiveness from our Executive Casino Hosts,” said Brad Egnor, VP Marketing “We chose Harvest Trends to meet our unique market, and offer actionable insights to the Host.”

Power Host was recently chosen by Casino Journal as one of the Top 20 Most Innovation Products for 2015. The PowerHost platform from Harvest Trends has three elements. A contact management system (CRM) designed specifically for Casino Hosts that is quick to learn and easy to use. A rules engine that can track goals, classify players, make recommendations, and create tasks. And a robust reporting mechanism that can push the relevant daily, weekly, monthly reports via email to hosts and/or management.

Joe De Vito III, Director Player Development needed a solution that his hosts would actually use, and that he could easily monitor. He said “Harvest Trends has been a pleasure to work with, and their combination of technical knowledge and casino marketing experience is invaluable. Whether we need slight changes, or major enhancements to fit our business model, the Harvest Trends team has been willing and able to customize and meet our needs. I have been very excited to see the Harvest Trends Team, the PowerHost System, and our Player Development Team, acclimate and evolve together in a way that greatly increases energy, efficiency and productivity.”

Jackie Parker, President of Harvest Trends, said that Resort World New York is the perfect customer for PowerHost. “Our entire focus is on ensuring that Hosts can actually meet and exceed their goals. This requires the entire Management Team to be on the same page about how to design and implement the Goals, and a commitment to give the Hosts the tools that they need to manage their daily activities. Resorts World have been really good about phasing in PowerHost, the goals, and the bonus program, in a way that the Hosts can succeed.”

About Resorts World Casino - New York City

Resorts World Casino New York City (RWCNYC) is the first entertainment destination of its kind in the five boroughs of New York City. RWCNYC is operated by the Genting Group, a global company founded in 1965, operating destination resorts in Malaysia, Singapore, the Philippines, South Korea, the United Kingdom, the Bahamas, the United States and all four oceans through its Star Cruises and Crystal Cruises brands. Genting has more than 50 years of experience in the travel and leisure industry and collectively employs approximately 60,000 people while offering an unparalleled resort experience to over 50 million visitors a year worldwide.


About Harvest Trends, Inc.

Founded in 2009, Harvest Trends has two platforms. PowerHost is a cloud-based platform for Player Development to drive your PD strategy for goals, contact management, reactivation, and acquisition. Patron Trends is a cloud-based analytics platform for Direct Marketing to ‘power your marketing strategy’ including segmentation, mail file creation, and redemption.

Harvest Trends is an innovative company with a strong focus on customer service and has won ‘Top Innovative Product’ from Casino Journal in both 2011 and 2015.


Share article on social media or email:

View article via:

Pdf Print

Contact Author

Jackie Parker
Follow >
Harvest Trends
Like >
Visit website