Last Friday I traveled to Riverside, Mo., outside of Kansas City, to visit the Argosy Casino and conduct research on casinos that offer a destination experience – more than gaming. The Argosy Casino and hotel offer a Mediterranean theme that combines earthy hues,  a huge stained glass dome, faux baskets and terra cotta pots blooming with artificial greenery along with the shooting sprays from the entrance fountain, screens functioning as electronic billboards, bright lights and the literal bells and whistles that mark it a modern casino.

The decor is enough to tell you have arrived, but the company doesn’t stop with the physical decoration to make sure guests know the Argosy is a unique experience. According to Ameet Patel, general manager, the casino wants its players to feel at home. Staff with up to 14 years of experience ensure that the regulars are known by name. The front desk staff calls 5 minutes after check in to make sure the room is satisfactory and to find out if you need anything.

Sure, they follow a script, but they don’t sound like they are following a script – and that makes a huge difference. When I walked into the casino floor, one of the attendants said, “You win today, okay?” And I believed he meant it. I didn’t win, but it was nice to know he cared. : )

The Argosy in Kansas City promotes a company culture that cares about the experience its guests and players have. It’s a corporate brand, but it lets its individual casinos make decisions about how to best serve its specific area and customers. The Argosy staff at every level appeared to support its culture of caring about the guest’s experience and regarded each guest as an individual who deserved attention. The result? A winning casino and hotel experience.

Look for my article on Missouri’s casino destinations in the winter issue of Show-Me Missouri Magazine.