Coushatta Casino Resort in Kinder, Louisiana, knew it had a problem.
“We could see that the legacy radios and older technology just weren’t working anymore,” said Coushatta Casino Resort Security Supervisor John Reeves during Wednesday’s Indian Gaming Association session “How Coushatta Casino Resort Invests in a Seamless Guest Experience.” “It really got to the end of its useful life.”
A team member recommended they look into Relay, a North Carolina-based company that manufactures cloud-based smart radios that replace traditional walkie-talkies. The problems that had plagued Coushatta — trouble reaching team members, the inability to communicate with customers who didn’t speak English, slow notification of issues — were solved.
“They offered many more options — for safety, security, voice translation — a lot more things that you couldn’t get with just the two-way radio,” said Coushatta Slot Shift Manager Brenda Monier. “We were also able to get more devices than what we got with just the two-way radio. We could allow more associates, more of the team members, to have a device.”
For Coushatta Executive Housekeeper Ryan Rozas, the Relay devices were an improvement. Legally blind, he often had issues seeing and using the old devices.
“When we had the other radio system, for me to get on the radio and call maintenance was a nightmare,” Rozas said. “I had to remember how many clicks it was on the knob to change. I couldn’t see the screen.
Rozas also noted that the Relay devices made it easier for Coushatta’s elderly workers, many of whom have vision issues. The devices were extremely helpful during a “smoke event” on Coushatta gaming floor, when an HVAC system that hadn’t been maintained for over 20 years overheated, causing chaos that was mitigated when Relay devices provided clear and concise communications during the incident.
Relay’s communications products also reflect the times. Reeves noted that team members and customers alike are used to smart watches, smartphones, and other devices that provide instant gratification.
“The service-industry people are starting to ask more for that,” Reeves said. “The technology with these devices that we’ve been using for a little bit better than a year helps provide that instant gratification to guests, to enhance guest services.”
