Susan Savage, the vice president of customer development at the Cosmopolitan of Las Vegas, noticed that one of her regular customers seemed off.
His hygiene was in question, his mood was more aggressive, he was contacting her work phone at odd hours, and he seemed to be gambling beyond his means.
“I’m worried about you. I want to help you,” Savage recalls telling the customer, offering him resources to address problem gambling.
Savage has worked up and down the Strip, and at off-Strip properties, in a decadeslong hospitality career. She could tell stories for days about her clientele — the perks, odd requests and long nights.
