TG&H sat down with Relay’s Chase Martin to recap the standout session his team moderated at G2E. He shared one major takeaway that every casino operator needs to hear: Robin Villareal’s powerful, people-first take on technology.
Robin Villareal didn’t learn casino operations in a boardroom. She learned them as a beverage server, 30 years ago.
Now the first female CIO of Gila River Resorts and Casinos, this on-the-floor experience shapes every technology decision she makes today, and it’s why her approach is fundamentally different.
Robin’s strategy is built on a simple premise: Technology must empower the frontline, not burden it.
At G2E this year, Robin shared how she builds tech strategy from the floor up and why a people-first philosophy is paramount. When deploying a new AI-enabled communication solution, she personally stopped housekeepers and slot techs on the floor to confirm it was working. Features like real-time language translation instantly improved communication between team members who spoke Spanish, English, or Cambodian, eliminating a daily operational barrier.
For Robin, the question isn’t just “what’s the newest tech?” It’s “does this give my teams real operational relief so they can focus on guests?”
If you’re a casino operator looking to empower your teams, Robin’s insights are a must-read. She breaks down how to:
- Achieve Operational Relief: Prioritize tools that eliminate friction and enhance efficiency, focusing on solutions that actively simplify the job.
- Build Incredible Retention: How a “people-first” tech culture led to a 98% retention rate on her team.
- Deliver Superior Guest Service: Let AI and automation handle mundane tasks so floor staff have the mental bandwidth to deliver superior service.
- Optimize for the Future: Build a foundation that constantly innovates to solve problems, from AI-powered tools that help security teams process real-time data, to technology that evolves with the industry.
