Vol. 2, No. 9, September 2005
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A Hospitable Nature
DeSalvio takes Foxwoods to next level
Some executives can't believe they've spent 25 years in the casino business. They pinpoint a critical turn, which enabled them to stay in it. Bob DeSalvio contrasts that philosophy. A native of Glen Rock in North Jersey, 18-year Atlantic City veteran and current executive vice president of marketing at Foxwoods always knew he was meant to serve. It was just a matter of where. "I always loved the hospitality industry," DeSalvio says. "I went to school for hotel management and it was a business I was fascinated with. Even in the casino business, it's all about service. Whether you are showing someone a great experience on the gaming side or making sure they are happy on the hotel end of it, the bottom line is the same. All of us are in the hospitality business." A hospitable nature actually launched DeSalvio's Atlantic City career. As convention service manager for the Statler Hilton in New York, he visited a friend who had begun working at Caesars. DeSalvio was introduced socially to Bill Weidner and Brad Stone. One topic led to another, a subsequent interview emerged and DeSalvio joined Caesars as a sales manager. A stint at Bally's followed before DeSalvio carved his permanent Atlantic City niche, joining Weidner and Stone at the Sands. A magical run here propelled DeSalvio and Tom Cantone to Foxwoods, while Rob Goldstein, Weidner and Stone became leaders at the Venetian in Las Vegas. "Atlantic City had a huge impact on me," DeSalvio says. "The Sands enabled me to cross over from the hotel end of the business to the gaming side. That was a very important step. That meant learning the regulation, the games control, how to market and how not to market. Maybe the biggest lesson was understanding how to avoid marketing (comp) wars." During DeSalvio's tenure, Atlantic City became a 24-hour hot spot seeking to improve its destination-resort image and fend off gaming in nearby jurisdictions. Demands on individuals appeared relentless in the face of a growing industry. DeSalvio advanced through positions in the players club, host department, player development, hotel sales marketing, junkets, advertising, public relations and finally, marketing. For those with stamina, intensity became opportunity. "We had the privilege of watching an industry unfold before our eyes," DeSalvio says. "The industry was so new, it seemed like a property was being added every other year and we had a great chance to try things. It was great watching the success come from the efforts of thousands of employees." The Sands' blueprint was unique. An Avis-like "We Try Harder" approach defined the property. The absence of natural advantages, like Boardwalk location or easy access from anywhere, forced an additional layer of hustle upon management and staff. "Because we were off the Boardwalk, customers weren't just going to walk by us and come in," DeSalvio says. "Our calling card had to be personal service, building relationships with customers. We reached out a lot to them, more than you would do normally. In the end, we had excellent results. "We took a property that was challenged and came up with a strong showing. That meant showcasing the entertainment, the dining and the one-to-one relationships between top management and players. We had a wonderful group of people and a great espirit de corps." By the time he left in 1997, DeSalvio was ripe for a new challenge. Foxwoods, which revolutionized the industry via its Native American ownership and became the world's largest casino, brought DeSalvio aboard for its next push. Eight years later, he continues a career based in Camelot. "This is a gorgeous facility in a very nice setting with a strong New England market," DeSalvio says. "We have a $700 million expansion under way. We've got two new golf courses and 12,000 terrific employees." DeSalvio is responsible for 350 of them. Although modest about his accomplishments, DeSalvio assessed his qualities when pressed. "I think I have a real passion and dedication for this industry," he says. "You have to, because it can throw off the work-family balance. You are always working on that. I love people and I like to think I'm a pretty good listener and someone with good leadership skills." DeSalvio loves Atlantic City's expansions via Borgata, the Walk, the Quarter and the room expansions of many properties. He believes the city has seized upon its potential for amenities, mirroring an industry-wide trend. "The biggest change I've seen in a quarter of a century is an appreciation for the non-gaming elements of the business," he says. "Entertainment and retail have grown and thrived. I'm happy here, but will always have very fond memories of Atlantic City. It was a chance for me to get in on the ground floor of something and stay with it. The experience was quite rewarding." Where Are They Now? RSS 2.0 Feed
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