Customer satisfaction is the primary directive for Richie Waitkus, slot shift manager at the Hard Rock Hotel and Casino. And even though Waitkus roams the slot floor, his eyes are everywhere. “It doesn’t matter what department you’re in,” he said, “we’re all part of the same team.” That team approach has been a huge benefit at the Hard Rock, where Waitkus has worked since 2003. He came to the Hard Rock from a larger property on the Strip. The smaller casino gave him more opportunities to interact with customers and to make sure they were being treated well. “That is the advantage that we have with this property,” he said. “We have the opportunity to capture the customers, to retain them and to keep them happy. They’re not just a number here.” In addition to focusing on the guest, Waitkus is also focused on his fellow employees and the community through his relationship with the philanthropic arm of the Hard Rock, Save the Planet. Waitkus participates in everything from food drives to shoe drives to raising money for the employee relief fund. “That is the most rewarding part of my work here at the Hard Rock,” he said. “Being able to give back to the community; simply being helpful.” Whether it is with the customers, the team members or the community as a whole, Waitkus certainly is more than just helpful. He is a valuable asset with an attitude and approach to work that benefits his coworkers as well as his employer.

By Casino Connection Staff