Inspire Entertainment’s chief casino officer Steve Wolstenholme told GGRAsia in a second-round interview that the operator’s strategy centres on investing in staff, using AI for customer service, and differentiating through K-culture as MGM Osaka arrives in 2030.
Inspire Entertainment is betting on staff investment, AI-driven service and K-culture to compete with MGM Osaka. Wolstenholme says the company is developing its own IT systems, supporting both short and long-term staff careers, and treats the South Korean regulator as a partner rather than an adversary.
- Staff Investment and Sincerity
- Regulation as a Competitive Edge
- The Tourism Promotion Fund Question
- Competing Against MGM Osaka
Inspire Entertainment’s chief casino officer Steve Wolstenholme says the operator’s key differentiator is its workforce. He told GGRAsia that paying staff well is only half the job, because without good training and career opportunities, people grow bored and the gap shows up in customer service.
The company is building its own IT systems to match its business needs, which means hiring smart, young people internally. Wolstenholme said Inspire supports both the stepping-stone path and the long-term career, and wants to see people flourish.
Staff Investment and Sincerity
Wolstenholme said an integrated resort is fundamentally different from a traditional casino: a casino is “a box, and within that box you have a casino,” while an IR contributes to the community and aligns with a government’s vision. That diversity of facilities gives staff the chance to learn new skills.
The operator is also looking at how AI can enhance customer service rather than replace it, with efficiency built into the workforce. His goal is sincere customer service, not imposed service, and he argues that sincerity is the differentiator that will matter as the K-culture offering takes shape.
AGBrief has been tracking South Korean casino operators’ workforce strategies.
Regulation as a Competitive Edge
Wolstenholme is a strong supporter of regulation and compliance, and says it gives the operator credibility. He described the regulator as a friend rather than a foe, with relationships built on transparency and communication being the most important thing for an operator to secure.
He pointed to the passport check at the door as evidence of how South Korea’s system works: a security guard verifies eligibility, but without the gun-and-chrome image of other markets. That environment, he said, lets the country position itself at the Las Vegas, Macau and Singapore level of integrated resort entertainment.
The Tourism Promotion Fund Question
Wolstenholme said understanding the terms of engagement lets a company plan its investment properly. As Inspire grows, he said, the operator will contribute more to the country’s tourism promotion fund, employ more people, and see those people flourish.
He framed the funding arrangement as a two-way trade: a government attracts FDI to serve its own people, while a foreign entity needs clear terms to calculate its investment and return on investment. For Wolstenholme, predictable regulation is the foundation of that clarity, and South Korea is not an exception.
Competing Against MGM Osaka
Wolstenholme said competition is not a bad thing, as it keeps everyone on their toes, and believes a contest of that magnitude will grow the market. He expects Inspire to compete on differentiating features that Osaka cannot easily emulate, starting with K-culture.
He also noted that Inspire has one of the best arenas in South Korea and strong artist relationships, while Osaka will bring scale and global brand recognition. His conclusion was that any difficulties can be resolved by talking them through, with level heads coming together and everyone benefiting.
Frequently Asked Questions
What is Inspire Entertainment’s strategy in South Korea?
Inspire Entertainment is investing in staff pay, benefits, training and career paths, using AI to enhance customer service, and building its own IT systems. Its goal is sincere, not imposed, customer service and a K-culture offering that MGM Osaka cannot replicate.
Why does Wolstenholme value S.Korea’s regulation?
He says regulation gives the operator credibility and is supported by Inspire Entertainment. The passport check is visible but low-key, and the regulator is treated as a friend rather than a foe, with transparency and communication being the key relationships.
How does the tourism fund affect Inspire’s plans?
Wolstenholme says clear terms of engagement let the operator plan its investment. As Inspire grows, it will pay more contributions, hire more people, and help those people flourish. Predictable regulation lets a foreign entity calculate its return on investment.
When does MGM Osaka open?
MGM Osaka is expected to open in 2030. Wolstenholme says competition will grow the market and that Inspire will compete on K-culture, its arena and its artist relationships, which are difficult for Osaka to emulate.
How is Inspire investing in its staff?
Inspire Entertainment wants to pay staff well while providing training and career opportunities, and is developing its own IT systems. It supports both stepping-stone roles and long-term careers, with the aim of creating sincere customer service.
How does an IR differ from a traditional casino?
Wolstenholme says a casino is “a box, and within that box you have a casino,” while an integrated resort contributes to the community and aligns with a government’s vision. The wider range of facilities gives staff the chance to learn new skills across the resort.
This article has been thoroughly researched and reviewed by the CasinoBait editorial team to ensure accuracy and relevance for Asian casino players.
