Emerging Leaders

If you grow up in Nevada, the epicenter of casino gaming in the United States, it may seem like you are destined for a career in gaming. Sure, there are numerous examples of Nevada natives who have excelled in pursuits outside of gaming. It’s logical, however, that many of the industry’s modern leaders grew up in parallel with the industry’s growth in states where gaming has proliferated. And no state has more of an omnipresence of gaming than Nevada.

While Andrew Diss, who grew up in Nevada, didn’t begin his career in gaming, he ultimately made his way to the industry. Diss, the chief strategy officer and senior vice president at Meruelo Gaming, comments on the influence that growing up in Nevada had on him, saying, “You’re always surrounded by the gaming industry, so it’s something present in the back of your head whether you know it or not.”

Diss received his undergraduate degree in political science and history, and later a master of business administration, from the University of Nevada, Reno. Upon graduating from his undergraduate program, Diss put his political science degree to work before transitioning to gaming.

“I’ve had an atypical path into gaming that started after working for several years in government,” says Diss. “I was initially hired for a government affairs position with the Grand Sierra Resort in Reno that eventually morphed into including the other businesses that our ownership operates, including Sahara Las Vegas, the Arizona Coyotes and several ventures in California.”

Commenting on what attracted him to, and keeps him in, the industry, Diss explains, “I enjoy working at the intersection of business and government, where one day I’ll be working on gaming matters, the next day on banking issues, the day after that on land use and construction. It’s always something different, which keeps it interesting.”

Diss is quick to give credit where credit’s due when it comes to those who helped him get to where he is today.

“My dad has always been the person I look up to most,” notes Diss. “But in my professional career, it’s undoubtedly my boss, Alex Meruelo. He has an incredible American Dream success story, and I am extremely fortunate to benefit from his experience, insight, and mentorship. He’s also one of the most loyal and fair people I’ve worked with.”

He offers up one more mentor who’s had an outsized impact on his career, commenting, “I also look up to Phil Satre as the man that has set the bar for integrity and servant leadership in our industry.”

While he has excelled at his current company, Diss believes some of the most challenging, yet exciting times of his gaming career came in his early days at Meruelo. “We were in acquisition mode, so just keeping pace with turning around the operations and culture of the Sahara and the Arizona Coyotes was an exciting challenge,” says Diss.

Even though Diss notes his early days of gaming were some of his most challenging, he continues to welcome and grow from new challenges in his current role.

“The best way to learn how to do something is to actually do it yourself,” says Diss. “I find myself in new situations every day where I am constantly trying to navigate an issue or opportunity for our company that is new and unique.”

This perspective on new challenges and openness to learning coincides with Diss’ advice to young professionals within gaming.

“The surest way to becoming indispensable is, don’t be afraid to be uncomfortable! What I mean by that is don’t limit yourself to working in areas you already know,” explains Diss. “If you want to advance your career, you need to learn new skills which can be difficult, but it’s the surest way to expand your capabilities and make yourself useful to your colleagues and impress your boss.”

—Michael Vanaskie is vice president, international development for The Innovation Group.

We’ve all heard the expression “There’s no ‘I’ in ‘team’,” but the casino gaming industry is hardpressed to find someone who personifies that expression more than Heather Thomas. In all of the milestones of her long and illustrious career, there is one common theme to be noticed: she prioritizes helping others.

When asked about her successes, Thomas highlights the achievements of her employees. When prompted to reflect on her accomplishments, she details the personal and professional growth of those she has mentored. What’s with this woman? Is she just a master at avoiding the spotlight, or is there something more strategic and deliberate to her approach at discussing success?

If you guessed the latter, you’re right. For there’s a phenomenon that has occurred throughout Thomas’ career, a well-known strategy that every great manager implements. Take care of your team, and you take care of yourself.

The very name of her specialty, “safety and loss control,” speaks volumes to the importance of people and the part they play in making or breaking a company. For instance, Thomas has been in the longstanding habit of encouraging and assisting her direct reports in their own career advancement, to the degree that a staggering 100 percent of them have been promoted within the San Manuel organization. And really, it’s Psych 101. Employees who feel heard, appreciated, and utilized for their skill sets are employees who will work harder and display more loyalty to their employer. An organization that encourages its employees to advance, even if it’s not within their current department, is a special place indeed.

Thomas touches on this in her overview of working for the San Manuel Band of Mission Indians (SMBMI) and Yaamava’ Resort & Casino. The culture here ensures that all team members are aware of the part they play in not only contributing to the success of the tribe, but to the legacy of a family. It’s a philanthropy that extends far beyond the walls of the casino, seeping into and positively impacting the very region itself. It comes in the form of tuition reimbursement, partnerships with local universities, internal training, membership, and community involvement and volunteering.

SMBMI’s culture has also inspired leaders like Thomas to teach and innovate using out-of-the-box methods. For instance, one of the greatest accomplishments of her career occurred in 2018 when she decided to forgo the standard talking heads safety training method, replacing this method instead with an assignment for her employees to create a safety-themed escape room.

Throughout the organization, departments broke into teams and each team was tasked to solve, under a time limit, a series of puzzles focused on safety, training, and emergency preparedness. The exercise invigorated the participants, imbuing them with the benefits that come from healthy competition. Thomas’ exercise garnered the attention of not only the C-suite executives of the organization, but of safety partners from other industries as well, giving her team the opportunity to present their designs, as well as exposure to executives of all ranks. The exercise was such a tremendous success that they repeated it the following year with an even larger number of participants and executives buying in.

The teamwork that resulted from this kind of corporate camaraderie was more essential than anyone could have predicted as Covid-19 swept over the world shortly thereafter, shining an unprecedented limelight on the arenas of enterprise risk management, occupational safety, public health, and emergency management. These fields boomed with opportunity as a result of the pandemic, permanently shifting industry perspectives and creating career opportunities ranging from entry-level positions to executive leadership.

And now as we all navigate these waters of adjustment and adaption, Thomas holds true to her mantra in molding rising leaders. “Get involved!” she advises, encouraging young professionals to build networks within their organization and throughout the gaming industry.

“Volunteer at one of the many community outreach opportunities available, participate in training, and join groups and committees whenever the opportunity presents itself,” she urges.

Thomas’ passion for mitigating risk continues to be affirmed through her networking efforts, and through the chances she gets to work alongside great leaders. All of these combined experiences help her better understand how to support her organization. And she continues to advise onboarding team members.

“There are so many amazing people working a vast array of careers,” she says. “You never know where you might find your passion.”

—Marie Casias is the manager of marketing and administration for The Innovation Group.

Lauren Bates will be the first to tell you she didn’t seek a position in the casino industry.

“If I’m being honest, gaming found me,” says Bates, an Ohio State grad who grew up in Mentor, Ohio, a Cleveland suburb.

Bates went out to Las Vegas to visit a high school friend. But before she left, she sent out some resumes in the hopes she could land an interview and practice her technique.

Being in the resort opened her eyes.

“I was slowly falling in love with Vegas, the potential opportunity, and gaming and hospital lifestyle,” Bates says.

A recruiter sent Bates to Konami Gaming for an interview. The company offered a position contingent on her starting immediately. And 15 years later, Bates still works for Konami as vice president, West game sales.

In her position—which covers territory west of Oklahoma—Bates develops and manages a team of sales professionals, driving revenue, charged with the development and execution of annual business strategy.

Remaining with Konami all these years, Bates has experienced an industry in constant evolution and expansion.

“Whether it’s new functionality like cashless play or opening new market segments such as sports betting or historical horse racing, there’s always something new and exciting,” she says.

Bates feels fortunate to work on both the games and system sides of Konami.

“When I initially started, many of the decisions made were relationship-based,” Bates explains. “While relationships and rapport are still critical to successful business partnerships, decisions are a lot more analytical these days.”

The pandemic, Bates says, was a game changer. “I was out on maternity leave, preparing to return to work when the world closed on March 16. My plans of easing back into work while caring for my newborn son, Will, quickly changed.”

Bates feels patience, hard work and tenacity can conquer any obstacle, including Covid-19. She believes in the age-old mantra: don’t take no for an answer.

“‘No’ means not right now, so understand why you got that response and do the work to improve and prepare for the next opportunity,” she says.

Asked about mentors, Bates gives her props to David and Gayle Eble, her parents.

“My mom and dad have been my biggest cheerleaders since day one, and words will never be enough to describe how grateful I am to them and all they’ve taught me,” says Bates, who spends her rare free time with her husband, Jim, and Will, “like the importance of hard work, empathy and kindness, how to balance a career while raising a family.”

Another mentor is hubby Jim, a retired gaming executive. “I am extra lucky to call this man my best friend, husband and mentor. With over 30 years in gaming, he’s worked on both the operator and manufacturer sides of the business. There isn’t a market he hasn’t worked in or product that he hasn’t sold.”

And there’s Global Gaming Women, where Bates serves as vice president.

“I have the privilege of working with some of the most incredible female executive leaders in the industry. Each of them provides invaluable guidance and perspective with a unique and diverse skill set.”

If she could offer advice to her younger self, Bates would urge three things. “Have patience. It’s going to work out and be better than you ever imagined; trust your gut. If something doesn’t feel right it probably isn’t; stop trying to be who everyone else wants you to be. Your authentic self is what makes you great and got you where you are today.”

—Bill Sokolic