THE POWER OF THE PERSONAL TOUCH
Meet Angela Caprio, the visionary behind Resorts Atlantic City’s VIP Experience
By Lisa Robertson-Dziedzic
Angela Caprio, vice president of casino marketing at Resorts Atlantic City, has played a pivotal role in shaping the VIP experience at one of the city’s premier gaming destinations. Known for her deep understanding of player needs and her commitment to personalized service, Angela has built a reputation for ensuring every guest feels valued and receives top-tier treatment. Her approach centers on cultivating strong relationships, a philosophy that has driven Resorts Atlantic City’s ongoing success.
Angela’s journey into casino marketing began in the mid-’90s when, fresh out of college with a degree in marketing communications, she started her career at Tropicana Casino in Atlantic City. A defining moment occurred early on when she observed a casino host dining with a guest at a gourmet restaurant. Captivated by the role, she thought, “I don’t know what his job is, but I want it.” This spark of curiosity propelled her through various roles in the industry, ultimately leading to positions as a host at three different Atlantic City properties. Throughout her career, Angela has excelled at attracting and maintaining relationships with high-end players, building guest loyalty and fostering lasting connections.
In response to reader interest, we’re excited to introduce our newest department, “Host Insider.” Each month, we’ll bring you insider tips, firsthand stories and expert advice from top casino hosts like Angela Caprio. Whether you’re a seasoned player or new to the scene, this column will be your guide to navigating the world of VIP service. In our inaugural series, Angela shares her insights into what truly defines exceptional service in the casino industry. With years of experience and a personal passion for delivering unparalleled guest experiences, her advice is invaluable for both experienced players and newcomers alike.
Passion for the job: I think it’s vital to have a dedicated casino host to help book hotel rooms, transportation, tickets to shows, make dinner reservations and so much more. I think the benefit of remembering a client’s preference, ensuring they have a good time and removing any stress in the planning process is priceless.
Building Relationships: The best way to build strong relationships with your guests is to be genuine. We want to make them feel important and comfortable at the property. Comp decisions are based on theoretical loss, time played and ultimately, how much cash you put at risk. Comps are generally considered for guests who are profitable, so I find it’s better to be honest when talking about their casino play. The hardest part of the job is balancing the different expectations from guests, while ensuring your property is their preferred casino and entertainment destination.
24/7 Availability: Working around the clock and being available to your guest is a must for a casino host. You can expect many late-night calls or early morning texts requesting a limo or a room ASAP. If you miss that call, there are eight other properties that may take the call. The job may look glamorous on the outside, but it is hard work, with limited downtime, and that requires an “always on” mindset. Even during time away from the role, there is an on-call aspect to this profession due to the importance of the relationships you keep with valued guests.
Customer Service Philosophy: Excellent guest service starts the minute a guest walks through the door. They expect the royal treatment, and it is our job to give that to them by rolling out the red carpet. We provide comps and perks in accordance with our program guidelines. We greet everyone with a smile and send them home with an incredible overall casino experience.
Fun Aspects of the Job: The best part of the job is meeting really great people, enjoying incredible food and experiencing some of the best shows in town. Guests have a much better time when their hosts are enjoying these special moments with them. They become a part of our casino family.
Tips for Players: I think the only tip I have for a player is simply to “ask.” Oftentimes players are afraid to ask a host for something for fear they will be shot down or embarrassed. If your play doesn’t warrant a dedicated host or an additional perk, it still doesn’t hurt to ask. The worst scenario is we can’t help, but I assure you we are in the business to want to say yes. So ask!
Resorts Adventure: The perfect night out at Resorts after an awesome day enjoying our beach or beautiful new pool would be to start at Dougherty’s Oyster Bar for Happy Hour. Enjoy a top-notch cocktail made by one of their incredible bartenders. Then I would head over to Capriccio for an award-winning, delicious Italian dinner overlooking the beach and ocean out on the veranda. Resorts has an incredible entertainment line-up, so make sure to see a show. Then I would hit the tables or try one of our newest slot games, and end at the Glitter Bar to dance the night away!
