All things considered, I think that Harrah's, and the Rio, did a great job of running the 2007
World Series of Poker. Every year, they make improvements and adjustments that benefit the players, and it appears they will continue with that trend. With that said, there are a few areas that seem to be neglected every year.
Cashier windows: Since 2005, they have used a makeshift cashier location in the corner of the room. In 2005 and 2006, it was used for all players, whether they were cashing in or out of a cash game, or buying into a tournament. The cashier location consisted of about eight windows, and because of the way they were constructed, a player couldn't see the cashiers in their windows. Players waited in long lines no matter what they were trying to do, including getting into safe-deposit boxes or being paid for cashing in a tournament.
This year, they added another cashier location on the other side of the room for cash games, but it was always a mess because there was no organization of the line. Players had to fight for the chance to get to a cashier. And employees used these windows to cash out their tips and get players chips. The idea was great, but the execution was terrible.
The main cashier was improved. They added a VIP area where VIPs and Diamond/Platinum members could register for tournaments. In addition, they split the eight windows, using two of them for satellites. But it never seemed like there were enough cashiers at the windows, and they never utilized the downtime properly. The VIP area was a great idea, but it was where they paid out the winners, and they never checked anyone's credentials. By the end of the WSOP, everyone was using it. Although I didn't play many satellites, the line always seemed to be in the way, wrapping halfway around the room.
Harrah's needs to put some levelheaded thought into how the cashier is set up, who waits in what lines, and how they can improve the overall experience. They need to get feedback from a wide variety of players. After all, they don't want players waiting in lines. A player waiting in line isn't contributing to the bottom line. I skipped two tournaments because I got sick of the mess.
Tournament clocks/TVs: The past two years, there just weren't enough TVs around the room for players to be able to see how much time was left in a level, what the next level was going to be, and so on. This year, they added several TVs. The problem was, those TVs were used to show the chip counts of all of the tournaments. To top it off, with so many tournaments going on each day, there were times when a tournament had no visible clock.
The solution is simple: Overwhelm the room with TVs. Put them everywhere, and label them properly. Players at the very least should be able to see what is happening in the tournament they are playing.
Information desk: Having spent the last three years at the Rio for the WSOP, I can walk in and find my way around. But there are thousands of people who walk into that room with no idea of what is going on: where to play a satellite; where to buy in to a tournament; where to put their name on the list for a cash game; and so on.
I have seen several players, some of whom I knew and some I didn't, who just walked out and went to play somewhere else because they had no clue how to find what they came for.
The solution is simple: Introduce a 24-hour information desk, with large signage - and make sure that all of the employees know about it. Good customer service is the key to happy and content players. An information desk inside the tournament room is a must.
The tent: The most vocal complaints about this year's
WSOP seemed to center around the infamous Players Pavilion (Harrah's fancy name for the tent). I played in the tent when the winds were so strong that they almost blew the tent over. I also played when it was 120 degrees in the tent. I joked that all I needed to do toward the end was play when a flash flood swept through the tent so that I could have experienced all of the elements.
The truth is that the tent was a good idea, and for the most part it worked very well. They need to get more reliable air conditioners and have a tarp put over the top of the tent (to keep the heat directly off the tent), and if there are high winds, don't use it. Of course, the players would be better off if they put more tables inside, but I am realistic and understand the cost of doing that in prime convention space.
Lastly, I think it's time for the cash games and tournaments to be split into two poker rooms. There is just too much going on in both areas to try to use the same tables. I was playing in the main event on day one, listening to the staff shout, "Seat open, $2-$4 hold'em." It just didn't seem right. And it wasn't limited to the main event.
Overall, I applaud Harrah's, the Rio, and all of the staff for a very well-run tournament. I know what it is like to try to pull off a major tournament, and most players don't give them enough credit. If they continue to improve it, the
WSOP will not only be the biggest and best tournament of the year, but also a very effectively run tournament.
Mike O'Malley is a consultant for www.PartyGaming.com, and can be reached at [email protected]. His website is updated regularly at www.rzitup.com.
