In this episode, Melissa Helton, President and General Manager of FanDuel Sportsbook and Horse Racing, sits down with our host, Raj Tut, to share her extensive experience in the gaming and betting industry. With a successful career spanning nearly 25 years, the once-former accountant with adept knowledge in strategic planning in the gaming industry discusses the challenges of expanding the Fairmount racetrack to include a Sportsbook and future casino, emphasizing the importance of customer service and team culture.

Melissa also talks about engaging younger audiences in horse racing, the intricacies of the casino approval process, and operational strategies for game selection. Additionally, she highlights her hands-on approach to leadership, the significance of personal touches in team management, and her commitment to fostering a positive workplace culture.

Ms. Helton reminds us about the importance of mentors, of which she owes her success, and she undoubtedly leaves us with the resonating hole-in-one of: “If you stop and listen to everyone, you’ll learn more than you see.”

Thank you once again for tuning into the show.

Connect With Our Host:

Raj’s Youtube

Raj’s X / Twitter

Raj’s LinkedIn

Raj’s Instagram

Raj’s Tiktok

Connect With Our Guest:

Melissa’s LinkedIn

Relevant Assets for this episode:

Fairmount Park’s Website

Timestamps:

01:36 - Welcome To The Show, Melissa Helton

03:18 - Melissa Details Her Expansive 25-Year Career Growth

06:16 - Transitioning To St. Louis And The Fairmount Racetrack

06:58 - Melissa Discusses The Expansion Of The Fairmount Racetrack

08:32 - Melissa Explains The Operations Of The Sportsbook And The World Of In-Person Betting

10:14 - The Processes Involved In Obtaining Licenses For Casino And Sportsbook Operations

12:26 - Melissa Talks About The Recent Upgrades Made To The Racetrack

14:01 - The Behind-The-Scenes Operations Of Running A Casino And A Racetrack

15:15 - Building Company Culture By Emphasizing Trust And Relationships

16:16 - The Open-Door Policy And The Importance Of Engaging With Team Members

17:30 - The Horse Whisperer: Passion And Hands-On Involvement

18:45 - Taking Over Fanduel: Challenges And Opportunities

20:06 - Optimizing Resources, Managing Expenses, And Maintaining Guest Experience.

22:30 - How Melissa’s Team Effectively Attracts Clientele

23:24 - Melissa’s Leadership And Management Style

24:26 - Using Key Performance Indicators To Measure Success

28:07 - The Role Of Employees In Promoting A Fun And Engaging Experience For Customers

29:33 - How To Build An Effective Customer Service Culture

33:45 - Betting 101

34:55 - Let's Get To The Races!

38:10 - Managing Specific Regulations And Reporting Requirements

39:33 - The Process Of Getting Approvals And Starting Construction For A New Casino.

45:20 - Melissa Discusses Fraud Prevention, Surveillance, And Banning Individuals From The Casino.

47:02 - Melissa Deets On The Biggest Jackpot And Exciting Moments In Her Industry

49:30 - Strategies For Improving The Culture And Communication

50:38 - Employing the Personal Touch For Employee Longevity

54:07 - Hiring For Culture Fit

58:30 - “If You Stop And Listen To Everyone, You’ll Learn More Than You See.”

59:45 - Wrapping Up!

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