Case Studies

Quinten Keown – Argosy Casino Hotel & Spa

Creating a premier casino experience in Missouri

The landscape of the casino industry has undergone significant changes in recent years. With the expansion of gambling opportunities across the country, casinos constantly strive to innovate and provide exceptional experiences to their guests. At the forefront of this movement is Quinten Keown, the director of facilities for Argosy Casino Hotel & Spa in Riverside, Missouri, outside Kansas City.

“The 21st century has taken gambling to new heights, and as casino entertainment companies, we are always working hard to attract and satisfy customers,” Keown says.

Quinten Keown | Director of Facilities | Argosy Casino Hotel & Spa

Quinten Keown | Director of Facilities | Argosy Casino Hotel & Spa

As a part of Penn Entertainment’s portfolio of properties, Argosy Casino Riverside stands out as a premier destination for gaming and entertainment. Located on the picturesque Missouri River, the riverboat casino offers a unique experience for visitors. Keown and his skilled team are committed to ensuring guests have a memorable and satisfying experience.

Keown’s dedication to guest satisfaction is unwavering, as evidenced by his impressive 99 percent approval rating from his team last year. This remarkable achievement speaks to the team’s commitment to providing a top-notch experience that keeps guests returning for more.

“Our goal is 100 percent satisfaction, so we’re not far off that mark,” he says.

Exceeding customers’ expectations

Keown and his team have been hard at work making improvements to elevate the guest experience even further.

With the start of the college football and NFL seasons in mind, the casino recently remodeled its patio spaces, complete with new chairs, tables, and fireplaces. The addition of a state-of-the-art video wall with 13 4K TVs allows guests to enjoy sporting events outside, weather permitting. Additionally, Hops House 99, the casino’s main sports bar, has been recently updated to offer an enhanced experience.

“We want it to be a memorable time for guests, whether that includes watching games or having a bite to eat with family or friends,” Keown says.

Looking ahead, Keown’s focus is on continuously modernizing and improving the guest experience at Argosy Casino. This includes implementing an updated front-of-house system that leverages guests’ smartphones to enhance safety and security on the premises.

Making upgrades and improvements

While nothing is set in stone, Keown says there have been discussions about reopening the resort’s spa, and he says there are thoughts about updating all the hotel’s water piping, but that plan in in the early stages. The resort recently got new workout equipment in the hotel’s fitness center, he says.

Like many hospitality and other industries organizations, Keown says he is dealing with staffing issues in the facilities department. It is getting better, but the 24/7 daily nature of a facility job makes it tough to find qualified candidates to keep the staff at its necessary level.

“My team is amazing, and everyone works hard to support this casino and our guests,” he notes.

The company hosts job fairs on the property, and human resources staffers attend other fairs around the Kansas City area looking for talent.

“We’re always sponsoring ads and posting on job boards like Indeed and others trying to recruit new team members,” he says.

Proving himself

Keown’s passion for facilities management and inherent curiosity led him to a career where he could understand and optimize the inner workings of buildings and facilities. Growing up with a family background in mechanics, he was exposed to tools and mechanical systems from an early age. This exposure ignited his fascination with understanding how things work and the intricacies of behind-the-scenes operations.

Keown’s extensive experience in the field of facilities management is a testament to his commitment to creating exceptional environments. Before joining Argosy Casino Riverside in February 2022, he was the director of plant operations at Tutera Senior Living and Health Care for 14 months. He also worked as the facilities manager for Topgolf in Overland Park, Kansas, for 17 months before returning to Tutera as the maintenance director for 16 months.

However, Keown’s journey to his current position has not been without challenges. He says one notable obstacle he has faced is not having a college degree. Instead, he learned and honed his skills through hands-on experience and the guidance of his mentors. This lack of conventional qualifications did not deter Keown but fueled his determination to prove himself and excel in his field.

Keown’s story serves as an inspiration to aspiring professionals in the facilities management field. His determination to succeed and continuous pursuit of improvement have propelled him to his current role. With his unwavering commitment to guest satisfaction and his passion for creating exceptional experiences, Keown is shaping the future of the casino industry one innovative idea at a time.

As he continues his career, Keown remains committed to advancing and pushing himself to new heights.

“I am grateful for the colleagues who took a chance on me and helped me grow,” he says. “My journey is far from over, and I’m determined to reach my goals.”

View this feature in the Blueprint Vol. I 2024 Edition here.

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