Confessions of a casino manager – fun facts about super high limit gambling

On my recent press trip to the Planet Hollywood casino and resort, I had the pleasure of meeting Mr. Bill Zimmer. Mr. Zimmer is the VP of casino operations for Harrah’s Entertainment in the Las Vegas area. This means he oversees all gaming activities at hotels like Bally’s, Paris, Caesars Palace and Planet Hollywood.

Mr. Zimmer has been in this business since the 70’s, and has been a casino manager for over 30 years – which gives him a very impressive amount of knowledge about what goes on inside his casinos.

During our chat, I learned a lot about high limit gambling, and how hotels treat their high rollers. If you believe what you see in James Bond movies, you’ll think can walk into a casino, drop $500,000 on the table and put it all on black. In reality, it really isn’t that simple.

When a very high limit player picks a casino, it is actually up to the casino to decide whether they want to take the risk. If a gambler has a million dollars to spend, he or she will contact the casino, and draw up a contract. In the contract, all the amenities the hotel provides to the gambler will be outlined, and the gambler will commit to a certain amount of gaming.

Amenities for a high roller include flights on private jets, the largest suite available, dining options at any restaurant with the best available table, free VIP show tickets and even things like free spending money if said gambler is accompanied by his wife (or someone else special). In some cases, his special lady friend can take a limo to the Caesars Palace Forum Shops with a $10,000 check, courtesy of the casino.

The chip tray at a high limit table will be stocked with as much as $1.5 million on a weekend. On this weekday there was a mere $690,820 in chips. This is also the closest I’ve ever been to this much money. The only thing standing between me and this $690,820 is a plastic panel, lots of cameras and an unknown number of security guards.

On the topic of theft and fraud, Mr. Zimmer showed his experience in the industry – he had plenty of stories to tell, but only a few details he was willing to share. He acknowledged that theft is of course an issue, and that people do indeed try to walk out of the property with chips belonging to the casino, but even just looking at him, you can tell he’s already checked you out long before you even shake his hand. This is a man who is paid to know what is going on at his tables.

The quickest way to get rich is to mess around with chips, or to do a grab in the chip tray. But he assured us that the people watching the tables know every single trick in the book, and that anyone stupid enough to try and grab their fortune would not make it past the exit door. Technology also plays a roll in the casino, and he can always tell exactly where chips are.

His final story was by far the most interesting – at the end of last year, a high roller visited Vegas with $5 million in gambling money, and started to find a casino willing to host him at their tables. Most of the properties politely refused, including the casinos Mr. Zimmer runs. Eventually the gambler found a casino (which I won’t name here), and several hours later, he left the building with $25 million of their money, wiping out a large part of their profit for the quarter. Apparently, when it comes to very high limit gaming, both parties are gambling with their money.

When asked how well he knows the major players, he told us that if the player is in a position to play the high limit tables, he’ll know who they are, what they play, how well they play and some other handy nuggets of information. If a new player shows up, the information is shared between all Vegas casino managers, and anything interesting worth telling other local casino managers is just a speed-dial away.

Many thanks to Mr. Zimmer for his fascinating insights into this world, and to Harrah’s Entertainment for hosting the event.

My trip to Planet Hollywood was part of a Harrah’s Entertainment press trip. All opinions and photos are my own.

The best places in the world to smoke a cigar

Smoking a cigar the correct way demands a critical mix of solitude, contemplation, and most important, awareness of surroundings. All other things become subservient to the act of observing and evaluating. With this game plan in play, the smoker’s post-ignition environs take on as much importance as the flavor, taste, and draw of the tobacco. Here is one man’s list of the top ten places in the world to smoke a cigar.

10. Right before the Ironman Triathlon World Championships in Kona, Hawaii.
Kailua Kona is usually a sleepy tourist town on the western side of the Big Island of Hawaii. But once a year, in late October, the best athletes in the world gather for the Ironman Triathlon World Championship. The 2.4 mile swim, 112 mile bike ride, and 26.2 mile marathon takes most competitors most of the day, so the gun goes off at 7 a.m. sharp as upwards of 2,000 swimmers turn “Dig Me” Beach into a feeding-frenzy of arms, legs, and splashes. Light up early, puff and marvel; let your cigar tell the crowd, “I’d rather die young that try something like this.”

9. Seated in the square before the Piazza Duomo in Florence, Italy.
Brunelleschi’s Duomo (1296) in so beautiful, so massive, so spiritual, that a visitor has to sit and puff and wonder: Could this masterwork actually have been created by man? Have a demitasse from one of the square’s little bistros, enjoy the soundtrack provided by the voices of passing Italians, and let your cigar smoke rise up and mix with the angels flying above the Dome.
8. Atop the Smoking Platform in Colchester, Vermont.
In the dooryard of an old farmhouse in northern Vermont stands a twenty foot granite cliff. Atop that cliff sits a chair and a small table holding an ashtray, a pack of wood matches, and bug spray. The owner of the house climbs the cliff once a week to enjoy a solitary smoke. “You’re such a child,” the smoker’s wife tells him, “You’ve built a fort up there, just like a little kid would.” “Rather,” he informs her, “it is a Gentleman’s Smoking Platform.”

7. At the gaming tables in Las Vegas, Nevada.
It might be changing, but the casinos have remained one of the few public places in America where cigar smoking is not only permitted, but encouraged. Try apologizing for your smoke as you lean over the Caribbean Stud table, and the lovely lady at your right might actually tell you she’s been enjoying the aroma. Plus: Cigar smokers always look like winners, even when they’re not.

6. On the French Quarter in New Orleans.
Katrina delivered a near-deadly body blow to the city, but its soul survived and is reinvigorated. Smell the Cajun cooking and listen to the muted jazz lifting up from the street. The still air and pressing humidity combine to make blowing smoke rings as effortless as breathing.

5. At the rail of Saratoga Racetrack, Saratoga, New York.
The oldest continually operating track in the country, and still one of the stateliest. Faux southern belles mix with true-life losers. Dixieland bands and picnic tables. Three bucks to get in. Everyone has a system and everyone has just won big. Continue the tradition started by Red Aurebach of the Boston Celtics-after one of your “wins,” light up a victory cigar to celebrate, and to let the crowd know that you know how to pick ’em.

4. Halfway up Pioneer Peek, outside of Anchorage, Alaska.
The city is closeted by the Chugach Mountains, with so many massive peaks that some don’t even have names. Drive just a few miles up the highway towards Fairbanks, pull off and park, and start hiking/climbing up a peak that maybe nobody has ever climbed before. Before too long eagles will be flying by at eye level; airplanes will actually be lower than you. Sit. Marvel. Ignite.

3. After sundown in the early springtime of Phoenix, Arizona.
How many tourist destinations can list March as one of its best months to visit? The dessert really does cool down after dark. Step out among the Saguaro Cactus and light up. Pretend you’re a daredevil and the flame at the end of your cigar is warding off the coyotes and the rattlers.

2. On the street of Duck Alley, New York (or in whatever town you grew up).
There, you can use the cigar as your time machine, transporting you back to your first smoke, your oldest pal, your first love.

1. In the middle of the Brooklyn Bridge, Brooklyn/Manhattan, New York.
The verdict is in: The Brooklyn Bridge is the most beautiful edifice ever created by man. When the Roeblings, father and son, designed and built the bridge in the 1870’s and 80’s, it was roughly equivalent to someone building a bridge to the moon. The Bridge’s combination of engineering and artistry has never been equaled. Walk the foot path halfway across the East River, sit on a bench and gaze at the cathedral-like towers. Iron cables will cut squares and trapezoids above your head in the sky. Smoke there, and think about what man has wrought. Look over your shoulder at the Twin Towers site only if you want to be reminded that the work of man isn’t always this magnificent.

Jim DeFilippi is a crime novelist and cigar maker living in northern Vermont. His recent novels include The Family Farm and Duck Alley. Read his blog on Red Room.

[Photos: Flickr | alexbrn; Monica Arellano-Ongpin; bobistraveling; valentinapowers]

New boutique hotel RUMOR opens in Las Vegas

It may not be as grand as its neighbors, but what RUMOR lacks in stature it makes up for in intimacy. Las Vegas’ latest boutique hotel recently opened featuring all the goodness of Las Vegas packed into a much smaller space.

RUMOR (formerly St. Tropez Hotel) is a two-story pet-friendly hideaway directly across the street from the famed Hard Rock Hotel & Casino. While it might get lost among the expanding Las Vegas skyline, the boutique hotel has an interior that rivals its neighbors.

The 150-suite features Chinese foo dogs at the entrance, hand carved from solid slabs of distinctly colored cantera stone; flowing drapes and 10-foot glass doors that open into a stunning display of original artwork. RUMOR’s lobby area is more like a lounge, as opposed to the typical casino floor found in Vegas, and the hotel’s restaurant, Addiction, is said to have some pretty addictive cuisine. Head outside to the hotel’s courtyard and you’ll find a pool, wet deck and lawn, all framed with palm trees. By day, relax by the pool with a cocktail; at night, put on your party shoes and dance the night away with DJs and live musicians.

We wonder of what happens at RUMOR stays at RUMOR, or if part of the fun of this new hotel is getting to gossip about last night…

Living the high roller Diamond Life at Planet Hollywood Resort and Casino

Last week, I spent a couple of days at the Planet Hollywood Resort and Casino in Las Vegas. Now, I’ve been to this hotel quite a bit, but on this visit, I had been invited to enjoy the life of a “high roller” Diamond card member of the Harrah’s Total Rewards program.

The “Diamond Life” starts at the airport, where a limo driver is waiting to pick you up and drop you off at the hotel. To check in, I was able to completely skip the long lines, and walk into the diamond registration lounge.
About the Total Rewards program

Total Rewards is the Harrah’s loyalty program for their casino properties. Any time you spend money on entertainment, slots or tables, you present your loyalty card, and computers behind the scenes calculate how much of your money you are handing over to the casino. The program starts with gold, and grows through platinum to diamond and Seven Stars. Obviously, the more you spend, the higher your status will be. The program currently has over half a million elite tier members.


Gratuitous photo of the 24 layer cake at Striphouse – because nothing says luxury like 24 layers of cake.

The perks of the Diamond Program are quite generous – access to a dedicated diamond lounge with complimentary food and beverages, room comps and upgrades, gift shop discounts, free exclusive tournaments, bonus tier points and priority check-in.

The best part of the Total Rewards program is that it works between all Harrahs’s properties. In Vegas, this means you’ll be recognized at Caesers Palace, Bally’s, Rio, Paris, Planet Hollywood, Imperial Palace, Harrah’s, Flamingo and Bills Gamblin hall.

Indeed – Harrah’s went on a very impressive spending spree in Las Vegas, and ended up owning a large portion of the strip. Outside Vegas, there are 24 other properties where the card will work.

To earn the Diamond tier, you need to generate 11,000 “tier credits” in a year. You earn 1 credit for every $5 spent on the slots, but earnings at tables depend on how long you play, your average bet and the type of game. At tables, one of the hosts will monitor your play, and award points for your gaming.

Living the Diamond Life

Every part of the Diamond perks package is designed to make your life a little easier when you are at the casino. With your card, you don’t wait in long lines for the restaurant, you don’t wait for a cab and in many cases, you don’t pay for food.

Now, the card is not a complete free for all, but if you earned it the hard way (by gambling), you will end up with a substantial amount of free credits, which can be spent at many of the on-property restaurants. Depending on your spending pattern, your casino host can add all kinds of freebies, including free rooms, free meals and other perks. But at the end of the day, it all comes down to how much you spend with them. During my stay, I visited several of the Planet Hollywood restaurants, and my card covered all the expenses.

Of all the basic perks, the queue skipping one is probably the most valuable. During the 100 degree weather, there were at least 50 people in line for a cab, but as soon as I showed my diamond card, a cab pulled up and I was whisked away. Did I feel bad about all those people in the heat? Sure, but if I had spent enough money at the casino to earn Diamond status, I would have felt that I earned that perk – just like I don’t mind pre-boarding at the airport or checking in at the Platinum desk at my favorite hotel chain.

Comparisons with the airline industry

It is obvious that a lot of the marketing behind the Total Rewards loyalty program borrowed inspiration from the airline industry. When you are loyal to one airline, they’ll reward you with a couple of free miles and a shiny card. Once you fly a lot, you’ll board first, find yourself in a premium class cabin, get free drinks in the lounge, and get other basic perks that make the experience more enjoyable.

In the casino it is the same – the whole idea is to keep you happy with the program you picked, and to make sure nothing happens that would make you consider switching to a different property. The more you spend, the more love you’ll get back.

Are the perks worth it?

This one is impossible to answer – I’m not an active gambler, unless you count spending a couple of hundred on the slots. But I did speak to several of my friends who are Diamond members at Harrah’s, and they were quite clear – the perks of being able to use their status at more than just a handful of properties makes being loyal to this chain a worthy investment.

Bottom line is simple – if the perks and treatment make you feel worthwhile, the investment is worth it. Just like at the airlines, as long as your usual airline treats you well, you won’t ever consider switching to a different carrier.

Disclaimer: Harrah’s Entertainment paid for this trip and provided four days of Diamond status for the story. The opinions are entirely my own.

Mandalay Bay installs self-serve beer taps

Because there aren’t enough bars, clubs, restaurants, kiosks and servers catering to the dry mouths of Las Vegas patrons, the Mandalay Bay is joining the trend of hotels along the Strip installing self-serve beer taps throughout its hotel.

The pour-your-own-pint DraftMaster beer dispensing systems are already in 10 Las Vegas hotels. Why? Why should you have to wait for anything in Las Vegas, least of all a beer? Las Vegas is all about doing what you want, when you want, how you want it, so if you want a pint, why not pour it yourself?

According to the hotel, DraftMaster comes in two styles-fixed and mobile. The fixed table has four taps on the top connected to kegs underground, and the mobile unit features two taps on top with the kegs positioned in a compartment underneath the table. Each unit has the entire beer dispensing system built in, with cooling units and pressurized beer dispensing systems packaged underneath to keep the beer flowing at the perfect temperature, and the taps on top of each unit can rotate up to 320 degrees for flexible access.

Of course, each DraftMaster is controlled through an operating system behind the bar that allows the bartender to allocate the proper amount of beer to each table. In other words, if you think you’re tapping into this keg after a bender of a night out, think again… (that’s why they have a mini-bar in your hotel room).