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HBO and The Ringer's Bill Simmons hosts the most downloaded sports podcast of all time, with a rotating crew of celebrities, athletes, and media staples, as well as mainstays like Cousin Sal, Joe House, and a slew of other friends and family members who always happen to be suspiciously available.
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Most people think casinos and car dealerships live in different worlds. Until you hear Sal Scheri talk about guest experience.
As COO of Agua Caliente Casinos, Sal lays out exactly why customers will drive past multiple competitors just to get to a place that consistently delivers a better feeling — and why most businesses still underestimate what “hospitality” actually means.
From premium spas to high-energy gaming floors, Sal explains how his team builds sensory-driven experiences that make people want to come back. He also shares the story of starting his career handing out towels on an Atlantic City beach and working his way up to running one of the most respected hospitality brands in the West. This conversation is equal parts practical and memorable — especially for anyone who serves customers for a living.
Timestamped Takeaways
0:00 Intro
0:35 Why a casino shows up at the LA Auto Show
1:52 Cars, customers and casino giveaways
2:16 How hospitality has shifted to full guest experience
3:11 What makes a “favorite place” and why details matter
4:42 How they create reasons for customers to choose them
5:38 Why modern luxury is slowing down, not speeding up
6:47 Rest as part of the hospitality experience
6:54 Sal’s start: handing out towels in Atlantic City
8:19 What keeps Sal in the business decades later
9:02 Closing
Connect with Sal Scheri: https://www.linkedin.com/in/saverioscheri
Learn more about Agua Caliente Casinos: https://aguacalientecasinos.com/
Our coverage of Automobility LA is brought to you by our friends at Cars Commerce: https://www.carscommerce.inc/
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