All in on brand and customer experience alignment
RMD created brand cohesion and an elevated guest experience for Turning Stone Resort and Casino.
Spanning 4300 acres in upstate New York, Turning Stone Resort & Casino is a destination renowned for its five plush golf courses, sprawling casino, award winning spa, Vegas-style nightlife, world class entertainment, and diverse eateries. As part of their portfolio growth strategy, Turning Stone promoted their long standing Director of Nightlife to open a new casino property.
Creating cohesion
This Director position oversaw an entire nightlife wing, which consisted of four themed-bar venues and one Vegas-style nightclub. After a few months without the position filled, they realized a need for a multi-faceted nightlife consultant who could assist with creating cohesion between resort, casino, and nightlife operations.
“RMD conducted a comprehensive evaluation of all our nightlife outlets and produced a valuable report with tangible action items, then worked with us to implement the changes. They made the operational challenges we were facing manageable with their expertise and process.”
- Peter D. Carmen - Chief Operating Officer, Oneida Nation Enterprises
A well rounded partnership
After researching and interviewing numerous nightlife consultants, Turning Stone chose RMD based on our knowledge and experience in the nightlife and hotel/resort industries. Additionally, as RMD is a portfolio of owned and operated venues, they knew they could tap into our knowledge base, corporate team, and experience running successful nightlife venues.
We quickly dove in and identified key areas of focus.
- Evaluating the customer experience at all nightlife and food and beverage outlets
- Enhancing cohesion between resort, casino, and nightlife operations
- Assessing nightlife operations across the individual venues
- Identifying ways to drive more revenue and profitability
- Brainstorming creative ways to better market and promote nightlife at Turning Stone
- Creating and executing a new operations plan, based on findings
With a strong Turning Stone management infrastructure already in place, RMD worked directly with the team to accomplish several milestones that increased sales and dialed in profitability. We helped to streamline and elevate the customer experience, and ultimately put plans in place to support ongoing operations and empower their new Director of Nightlife Operations.