[Boston Globe] For Encore casino, sports betting hasn’t been as lucrative as expected
By Globe Staff
Arun Upneja, Dean and Professor at Boston University’s School of Hospitality Administration, led a thought-provoking discussion as part of the Spring 2025 Dean’s Distinguished Speaker Series, featuring Jenny Holaday, president of Encore Boston Harbor, as the Distinguished Speaker. The conversation explored the evolving landscape of the hospitality and gaming industries, offering valuable insights into the challenges and opportunities shaping the sector. Holaday shared her perspective on Encore’s approach to guest experience, workforce engagement, and the unexpected realities of sports betting in Massachusetts, providing an inside look at the dynamic forces influencing the casino business today.
The news article delves into the key takeaways from the discussion, examining how Encore’s sports-betting venture has performed differently than anticipated and the broader implications for the industry. As Holaday detailed, the rapid adoption of mobile sports betting significantly outpaced in-person wagers, challenging initial revenue projections and forcing the company to rethink its strategy. Beyond gaming, the conversation explored how Encore is maintaining a luxury guest experience while managing workforce challenges, particularly in a post-pandemic environment where staffing levels have yet to fully recover. Holaday also reflected on the importance of leadership, culture, and adaptability in navigating these complexities. From shifting consumer preferences to market pressures and technological disruptions, the discussion provided valuable lessons for hospitality leaders striving to balance innovation with operational realities in an ever-changing industry.
- Date: February 14, 2025
- News source: Boston Globe