Ann Simmons Nicholson trains casino employees as guests, and doesn’t use PowerPoint
Summary
Ann (Ann) Simmons Nicholson, founder of the Nicholson Group, is being inducted into the American Gaming Association Gaming Hall of Fame at the 2025 Global Gaming Expo. Best known for replacing conventional lecture-style training with interactive, hospitality-led workshops, Nicholson trains casino staff to treat patrons like guests in their own homes and avoids PowerPoint-heavy sessions. She also co-founded Global Gaming Women and previously managed volunteer operations for the 2002 Salt Lake Olympic and Paralympic Games.
Key Points
- Nicholson will be inducted into the AGA Gaming Hall of Fame in 2025.
- Her Nicholson Group is a small firm (about 12 employees) that provides memorable, activity-driven training for casino teams.
- She rejects traditional PowerPoint-centred sessions in favour of interactive exercises that focus on hospitality and guest mindset.
- Training is consistent across roles — from slot attendants to mid-level executives — emphasising communication and treating colleagues as internal guests.
- She helped launch Global Gaming Women in 2011 and remains a founding and advisory board member, supporting networking and leadership development.
- Her experience running volunteer operations for the 2002 Winter Olympics taught lessons about engagement and emotional motivation beyond paid work.
- Nicholson believes AI won’t replace people management; human-led hospitality skills remain essential.
Content summary
Nicholson’s approach is deliberately hands-on: trainees participate in activities that simulate real guest interactions, which boosts engagement and retention because adults learn better when they’re enjoying themselves. She stresses universal hospitality principles — welcome, clarity, empathy — and adapts them to different job levels, including internal communications among staff. Her background ranges from major casino operators to large-scale volunteer coordination for the Olympics, giving her a broad perspective on motivation and service culture.
Context and Relevance
In an industry where guest experience drives revenue and reputation, Nicholson’s methods offer practical ways to lift service standards without heavy tech or dry lectures. Her Hall of Fame induction recognises long-term influence: small consultancies can shift culture across large operators, and initiatives like Global Gaming Women show how training and networks drive career development and retention in gaming.
Why should I read this?
Because if you work in casinos, hospitality or staff development — or you just want training that actually sticks — Nicholson’s tactics are worth stealing. No dull slides, real activities, and an emphasis on treating patrons (and colleagues) like guests. We’ve read it for you and pulled out the bits that matter: practical, human-led training that improves service without fancy tech.