Pascal Camia Speaks To iGaming Post

Pascal Camia – Chief Operating Officer
Monte-Carlo Société des Bains de Mer

Q: Thank you for talking to the iGaming Post Pascal, let’s start with congratulations on winning Casino Operator of the Year, how does Casino de Monte Carlo ensure its successful?

PC: Innovation and a clear vision allow us to be agile, focused and up to date on client’s expectation. We always look for new ways to offer a unique and memorable journey to our clients.
At the Casino de Monte-Carlo we have developed different casinos experiences in one place, to make sure every customer finds his own way to enjoy the Casino de Monte-Carlo legend. We also make the most of the Product offer we have in the premises: the journey within the casino is maximized.

Know-how: the key to excellence, transmitted from generation-to-generation since 1863.

The Monte-Carlo Societe des Bains de Mer Resort is a precious competitive and attractive asset offering our clien–tele an enlarged experience (4 luxury hotels/ 7 Michelin Stars / 53 luxury stores …)

Q: It was interesting to see that you dedicated your award to your colleagues across the European gaming community, how important has it been to maintain strong links with stakeholders across the continent over a challenging last two years?

PC: Joining the ECA was a brand-new step back in 2017. We joined the professionals of the industry to be involved and get a voice within the main topics of the land-based casinos with our fellow partners of Europe. I have been very involved in, first as the Vice-President of Marketing and now as Vice Chairman & member of the Board.
Our European partners suffered a lot during multiples lockdowns and the fluid situation during COVID. They remained closed for long period of time, while we weren’t, thanks to the Princely Government’ actions and a strong sanitary program that protected both staff & clients.

Being and remaining united within the industry is a value message we felt natural to take.

Q: How did your company navigate through the financial and emotional stress brought on by the coronavirus pandemic?

PC: The major point during this challenging time was to be agile & fast. We had to adapt very quickly since every single action was pressured by the fluid situation.

So, we decided to keep the contact with our clients and talk to everyone:

Locals able to visit with a strong promotional program and offers.

Europeans able to travel in complicated terms (zones, tests, quarantine) giving them the opportunity to have an outlet and safety.

Overseas clients locked and unable to travel by being in relation with the PR teams to always stay in touch with them & tell them we were ready to welcome them in the aftermath.

Our Customer Relations Department did a great job and kept an amazing bond with our clients giving them also the care they needed while visiting. We also organized micro events within the Resort with a strong health program always keeping in mind that a safe outlet and a tailor-made service were important.

Q: Have you noticed a significant change in customer behaviour after the partial easing of coronavirus restrictions?

PC: Not significantly but we realized how important entertainment is for people. We had lines in front of the gaming rooms when we reopened on June 5th 2020 and the emotion in our staff to see clients back.

We felt the lust of life yet the fear of clients that is why we needed to ensure our strong sanitary program for all parties.

Q: How far do you think the gaming sector is from full recovery, and do you feel that Monacan society/its marketplace is in a good position to react to any future COVID-related setbacks?

PC: We all live and learn. We know now that the situation is fluid quite fragile. We can’t talk about full recovery as of now, but we try to think the worse is behind.

We had good result on the last FY still we want to be wise, careful and ready. Our watchword is agile since the beginning.

We had a great and strong support of our government; we rely on them for the upcoming months, and we try to see the silver lining by seeing our clients so thrilled and happy of their experience with us.

Q: Given recent travel limitations and vaccination mandates, have you noticed any major difference in where your customers are coming from?

PC: We noticed a major switch during lockdowns. We hosted many locals, from France & Italy. Since last Summer International Clientele is back and we are happy about that.
We still expecting Asian Market to reopen which give us the opportunity to spend sometimes innovating while waiting!

Q: What are the key elements of the company’s commercial strategy over the next twelve months?

PC: To capitalize on our integrated Resort offering unique and surprising experiences within our hotels, casinos, restaurants. Examples: Alicia Keys concert on the Casino Square on July 18th, the development project of the Café de Paris Monte-Carlo, completed by summer 2023…

To develop our new Customer Relation Management program connected to our loyalty program, to offer more and more tailor-made experience within the Resort.

To highlight our vision: to be the most exclusive resort offering a unique and new art of living.

Q: The casino has been existence for a number of years, how do you ensure you stay relevant, and offer players a contemporary experience that doesn’t drift too far from your historical identity?

PC: We maintain our identity, our DNA that has been building our reputation up for more than 150 years, whilst developing offers and experiences to match up with new clientele expectations. A couple of years ago we started to develop the concept of nomad casino, offering table game experience to the youngest generation outside casinos in a very fun way.

Q: It’s clear that the casino has a strong emphasis on responsible gaming, what are you currently focusing on in this field?

PC: Responsible Gaming is part of our CSR vision and has been a priority to protect customers and develop loyalty. The ECA give us recommendations and specifications to be certified.

The renewal of the certification should happen by the end of the year, and we are doing everything we can to meet the expectations of customers and authorities. We focus on employees training and customer information. We have training task forces within the casinos teams to ensure the respect of the guidelines and the best practices.

Q: Casino de Monte Carlo seems to be taking impressive efforts to reduce its carbon footprint and promote greener ways of working. How do you feel the rest of the industry is doing in this regard?

PC: Honestly our efforts have been mainly focused so far on adaptation to international regulation, and then on Responsible gaming. Time has now come to turn gaming activities into sustainable ones. We are all at the first footsteps.

Q: How have your qualifications in Hotel and Hospitality management supported you in your current role?

PC: My Hotel and Hospitality management qualifications are precious assets to my position as Monte-Carlo Société des Bains de Mer Chief Operating Officer. Hotel School gives you a people-oriented and open-minded education. You must be focus on clients, associates, suppliers coming from everywhere in the world. Mainly in Monaco. When I was Head of the Gaming Operations, I realize that casino dealers and managers had the same background, and I implemented the same methods and tools for running the activity. C.O.O. now is a pure combination of gaming and hotel operations and management.

Q: How do you engage and motivate your colleagues to deliver the inarguable outstanding level of service you provide?

PC: First, we probably have the most amazing workplace, a historic building set in the most exclusive VIP Resort offering luxury hotels, restaurants, Opéra Garnier Monte-Carlo, entertainment, nightlife, and shopping activities etc, ideally located between Mediterranean Sea and South Alps.

Then training. Here it cannot be compared to any other place in the world. All our employees benefit from a personalised 9-year training programme to get highly experienced in all the games we propose in Monaco, even the most complex, French Roulette, the Monaco DNA, and the craps. Not to forget Know-how, transmitted from generation-to-generation since1863.

Worldwide recognition. It is also very motivating to work for an internationally renowned and acclaimed casino. As you mentioned it above Casino de Monte-Carlo was awarded several times: “Casino of the Year” in 2019 and 2020, “Best Gaming Operator UK & Europe” in 2020, “Best Casino Operator” and “Best Overall Casino” in 2022.

Connection with the international gaming industry given by our active participation to the ECA, is another key motivation factor. As our employees can get involved into international events such as the European Dealer Championship, we organized in Monaco in May. They can exchange best practices.