Compliance

The Isle of Capri team understands that our most valuable assets are our gaming licenses, and have an in-depth understanding of the regulatory process and requirements across multiple jurisdictions in the United States, United Kingdom and Grand Bahama.

With a proven track record of building strong relationships between our corporate staff, operating units and regulators, Isle of Capri Casinos has developed comprehensive internal control programs at each of our gaming properties. Our compliance committee tracks personnel, consultants, professional advisors and suppliers, while focused internal audit teams at both the site and corporate levels regularly monitor regulatory compliance.

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Our corporate Design and Construction team has extensive experience in building, renovating and maintaining hotels, resorts, land based casinos, and riverboat casinos. These professionals are well versed in building codes and risk management procedures that help reduce problems and costs associated with these types of properties.

When properties operate 24/7 and 365 days a year, it is imperative that building systems are maintained properly, and that renovation work is well planned in order to minimize lost revenue.

The Isle of Capri Casinos team can provide analysis and recommended solutions for maintenance issues or emergency repair needs. We have long term relationships with contractors and suppliers in nearly every jurisdiction and we can bring years of experience to keep the casino in efficient operation, from planning and executing anything from small economical renovations to complicated large scale projects.

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From the most basic to the most complicated, the Isle of Capri Casinos financial team has vast experience in gaming financial matters. From basic accounting and reporting to analysis of and assistance with complex business problems, our experienced team provides leadership over every facet of finance.

At the core of this experience is an operator’s view of gaming finance. Our team works closely with property management to provide the financial analysis necessary to properly evaluate and improve operating performance, and work with the site teams on programs ranging from securing property insurance in hurricane or flood exposed markets to centralized purchasing contracts which afford economies of scale.

One of the attributes our management team is best known for is being a great steward of capital. Every major capital decision at Isle of Capri Casinos is based on a thorough analysis of the expected costs of the project and a critical view of the anticipated returns. Using our valuation philosophy our finance professionals work with the operating and design teams to ensure the projects we undertake not only look great but also provide financial returns to the owners.

Our corporate financial management teams have worked with some of the more complex capital structures in gaming and are very adept at managing balance sheet matters so the company maintains the ultimate financial flexibility. We have vast experience in securing and managing all forms of financing including equity, bank debt and public debt financings.

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Human Resources

The opportunity exists for every property to deliver incremental value for shareholders by having a workforce committed to executing the fundamentals. With the cost of retaining an existing customer just a fraction of the cost of acquiring a new one, there is a true financial stake in improving customer satisfaction.

Through the implementation of programs designed to attract, motivate, reward and retain employees, such as pay for skill, we have decades of experience leveraging human capital in order to build stronger relationships with our customers. We also understand the value of streamlining the organizational structure to put more managers and employees in contact with customers – reducing overall payroll costs and increasing customer satisfaction.

Performance-driven incentive compensation programs which align with business goals enable us to reward our employees based on the value they create, and also provides us with the ability to reward extraordinary effort. By aligning incentive compensation programs with areas of control, employees at every level of the organization have a financial motivation to achieve strategic goals.

We also understand that competitive compensation, training and benefit programs enable us to hire employees who truly enjoy serving customers. Over the past two fiscal years these programs have enabled us to reduce turnover by 25% and improve our benefits programs while keeping costs flat and increasing employee flexibility and satisfaction levels.

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Information Technology

Utilizing technology to simplify and elevate the gaming experience helps us to better understand and build relationships with our customers, and increase customer loyalty and retention. We can market more efficiently through customized incentives and promotions, and more effectively through the discovery of trends and player preferences.

The Isle of Capri Casinos technology team has vast experience in multiple jurisdictions running whichever platform or environment is appropriate to the situation, including but not limited to IBM Unix, I-series, Microsoft and Teradata.

With the ability to provide new solutions or manage existing assets, we can devise a strategy, build and execute a scalable tactical plan and improve or maintain operations in the following areas: 

Systems-driven and business practice oriented revenue management for the casino floor, hotel and other revenue outlets.

Technical compliance with SOX, PCI and governance standards

Networks and network security

Systems integration and interoperability

Telecommunications

Security and surveillance technology

Gaming regulatory compliance

Vendor management

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Marketing

With a disciplined view of the sources of business, marketing efforts are clearly directed by specific segments, affording site marketers a clear understanding and opportunity to move the business for growth, and to maximize the efficiency of the marketing spend.

One of the first regional unified card programs in the United States, IsleOne® and its associated loyalty card programs allows Isle of Capri to build relationships with loyal guests who frequent our casinos on a regular basis. The benefits of the program encourage visitation across the enterprise by allowing guests to utilize their points and earned rewards in a variety of ways.

• Over 1 million active cardholders
• 11% cross-property visitation
• Over 3,700 new members acquired per month on average
• Over 44,000 reactivations as a result of direct mail offers

Building a relationship with our active cardholders is critical to sustaining loyalty. Through a planned cycle of lifetime communications, cardholders receive offers and rewards through the mail, including cash offers, invitations to exclusive events, birthday greetings and compelling opportunities to return if their visitation has decreased over several measures. Nearly 3 million pieces of mail per month are coordinated through a centralized system of offers and creative.

An experienced team of corporate support staff manages the creation of customer-centric marketing communications, covering advertising by brand, direct mail, public relations and the utilization of technology to strengthen messages.

A centralized call center provides guests with quick access to information from a warm voice. Call center associates are trained to understand property-specific programs covering gaming, dining, lodging and promotional programs (as an example), answering the questions of 75,000 callers per month.

The portfolio of Isle of Capri registered trademarks provides us with a wealth of well-recognized brands from the classic Lady Luck Casino to a variety of dining experiences, slot products and promotional programs. The widespread distribution of properties and the relationships with key vendors opens the door to efficiencies in entertainment bookings, joint promotions and company-wide events.

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Risk Management

By focusing on claim prevention through the introduction of safety initiatives providing support to our properties for their safety programs; litigation management, and giving our employees the tools in order to perform their jobs more efficiently and effectively, the Isle risk management team has significantly reduced loss experience.

In conjunction with our Third Party Administrator, for example, we instituted a Performance Guarantee program, which incorporates strict adherence to best practices, adherence to our specific client instructions, and quarterly service surveys completed by our properties.

A Risk Management Information System was implemented in order to gather more accurate and concise data. This data is used to provide trending reports so that each property can analyze their specific claim data for areas of opportunity, and includes a set of dashboards, which represent a graphical depiction of the loss picture for each property.

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