There have been rules in place for a long time when it comes to the casino business in West Virginia, and now that Gov. Jim Justice has allowed them to reopen, there are many more mandates to follow.
That’s why Carrie Scanlon is a by-the-book kind of lady when it comes to answering questions about the new-normal operations at Wheeling Island Hotel-Casino-Racetrack. It about safety in the ever-looming shadow of COVID-19 that shuttered the facility in mid-March and has reaped nearly 100 lives in the Mountain State.
Thus far, Wheeling Island’s customers have happily complied with social distancing and mask requirements while playing video lottery and table games, and this past Wednesday live greyhound racing returned to the historic oval at the former Wheeling Downs. As regional senior director of marketing for the past three-plus years, Scanlon has developed a plethora of promotional programs, and at one time she believed the bridge construction projects along Interstate 70 would be her most daunting, but then the first pandemic to attack the United States in more than a century muttered, “Hold my beer.”
Scanlon holds a PhD in Communications Media & Instructional Technology from Indiana University of Pennsylvania, a Master’s degree in Communication Theory & Research from West Virginia University, and a Bachelor of Arts Degree in Public Relations from Bethany College. She has presented her academic research, focusing largely on crisis communication, social media, and image repair, at national and international conferences.
But have no fear because this young lady knows how to have fun, too, as she, her fiancé’ Kevin, and her children Carleigh, Sydney, and Quinton often travel, go boating, listen to live music, and anything else they can discover outdoors.
How abrupt was the closure of Wheeling Island Hotel-Casino-Racetrack, and how did the guests react when informed that they had to leave the property? (Please explain)
Wheeling Island Hotel Casino Racetrack (along with the other four casinos in the state) were monitoring the COVID-19 situation closely prior to closure and having frequent meetings with the WV Lottery and the Governor’s office regarding closing protocols. We were able to position the casino for impending closure that ultimately came on March 18 via announcement from Governor Justice. Our guests were cooperative and understanding, acknowledging that the closure was for their own safety and the safety of our community.
What work has been performed to make the casino floor as safe as possible prior to the reopening?
Wheeling Island Hotel-Casino-Racetrack implemented a comprehensive program ahead of its June 5 reopening that features new health and safety standards aimed at helping keep guests and employees safe while slowing the spread of COVID-19 including new entry procedures. The program, called Play It Safe,™ encompasses Wheeling Island’s new operating procedures, which have been reengineered to minimize contact risk. It includes bolstered hygiene protocols to meet or exceed best-practice guidelines of the U.S. Centers for Disease Control and Prevention (CDC).
We’ve reengineered our operating procedures to minimize contact risk and bolstered hygiene protocols to meet or exceed best-practice guidelines set forth by the CDC. Our facility undergoes rigorous ongoing deep-cleaning and disinfection.
Wheeling Island reopened at 50 percent capacity per the state’s directive and currently features a reduced number of slots, live racing, and simulcast wagering. Sports betting is not currently available and table games are expected to return in the coming days.
The Lucky North players club has limited hours, and food and beverage options are also limited, with the buffet, The Pointe Restaurant and food court is closed. Wheeling Island’s hotel is open, but with limited rooms available. The casino’s hours will be 9 a.m. to 2 a.m. daily.
Key elements of the Play It Safe program include:
- Guests are asked to adhere to social distancing protocols while waiting to enter.
- All incoming guests will be added to a guest registry and their identity will be stored as a record of their visit.
- All guests will be required to wear a mask or other face covering during their visit. Guests will need to provide their own masks.
- Temperature screening and health check of guests take place upon entering the facility.
- An on-site Clean Team has been created, and its members are equipped with Ecolab® multi-surface cleaner and disinfectant to conduct ongoing sanitization of all surfaces. They will help to protect guests by dispensing hand sanitizer and spot cleaning slot machines and other surfaces on request.
- Social distancing protocols are in place throughout the facility.
- Touchless service and payment options are now available at food and beverage outlets.
- Hand-sanitizing stations have been added at the entrance and throughout the facility.
- Air exchange settings have been bolstered to optimize air quality within the facility.
- Some service offerings may be limited or unavailable to help maintain safe social distancing and health and safety guidelines.
Standards for our employees:
- Take a health check, including a temperature screen, when they report to work.
- Sanitize their hands when they report to work, and they are required to wash and sanitize their hands frequently throughout the shift.
- Wear masks while they are on duty.
- Undergo a comprehensive Play It Safe™ Training Program.
New entry screening procedures:
- Please note: all patrons must have a mask or similar face covering to enter the facility. This is for the protection of you and all guests and employees.
- Our facility is operating under strict occupancy guidelines and patrons will be permitted to enter as occupancy limits permit.
- We require that patrons maintain safe social distancing outside the facility while waiting to gain entry as well as inside the facility.
- All patrons will be screened and have their ID registered upon entry to the facility. Guests are instructed that they should not approach the facility if they have any symptoms or risk factors for COVID-19.
Once it reopened, how quickly did patrons return to the facility, and what was their reaction to precautions?
Guests were excited that casinos across the state were reopening, and those at Wheeling Island were no exception. We had guests lined up to enter the facility one hour before opening, and visitation was steady throughout the opening day. Guests were mostly positive about the precautions and appreciated the extra steps taken to keep them safe. Most of the dialogue that was not fully in line with our precautions surrounded expressing opinions on the mask requirement. Guests are complying with social distancing and have been understanding regarding limited capacity.
What precautions are now in place for live racing, and how large can a group be at this time?
The precautions for live racing are the same as in other areas of the casino. The Play It Safe program will be fully implemented on the racing side as spectators return. At this time, there are no group restrictions on the number of spectators in that location due to fire code; however strict social distancing protocols have been implemented and will be enforced.
What is the plan for the former Exposition Hall that was destroyed by an accident fire on New Year’s Eve?
While the expo hall remains an item that is awaiting action, the current focus on COVID-19 has taken priority because the nationwide pandemic. Once operations resume to normal the plans for the expo hall will be revisited.
