Plaza Hotel and Casino

Andrew Figura is an IT professional with over two decades of experience in IT compliance, process improvement, technical support, and operational management. He began his gaming career in 2001, working with electronic bingo and Class II games. Over the years, he gained extensive experience in management and IT operations, leading to his current role as IT director at Plaza Hotel and Casino.

Navigating IT, Hospitality and Gaming Sectors

Drawing on my professional journey, I bring 24 years of experience in the hospitality, IT, and gaming industries. My early career began in a gaming company, focusing on electronic bingo and Class II gaming systems. I held managerial and technical roles at prominent entertainment hubs like MGM Resorts, Hard Rock, and Wynn in Las Vegas. These roles gave me significant expertise in managing casinos, hotels, restaurants, and entertainment facilities, shaping my strategic approach to facility management.

While working in top hospitality venues, I gained valuable skills and knowledge with Microsoft systems, server infrastructures, and specialized industry applications. My industry-specific experience helped me explore more technical attributes at the Cosmopolitan and Sahara Las Vegas. Equipped with an extensive background in IT project management, I was offered my first director position at the Tuscany Suites and Casino. This laid a strong foundation for the directorial journey, leading to my current role at Plaza Hotel and Casino, where I have managed its IT infrastructure and support services for the past three years.

Transforming IT Infrastructure and Security

I joined Plaza as an IT director in the fall of 2021. At that time, the property was still recovering from the effects of the pandemic, facing numerous challenges in the IT and management departments. It had already undergone a lot of turnover, handled by three different directors from 2019 to 2021, contributing to major mismanagement. Recognizing this inconsistency, I strongly focused on rebuilding the infrastructure with advanced systems and policies to improve the company standards.

The first month started with hiring three team members to optimize the workflows and services. We worked closely with vendors to assess existing contracts and remove the no longer helpful or cost-effective offers. Over time, we made significant progress by establishing modern policies, implementing a new service desk, setting ticketing standards, and introducing service-level agreements. We also adhered to ITIL guidelines to ensure that our IT practices aligned with the needs of the front-end areas.

Our team implemented various advancements, including updating security policy, upgrading workstations and migrating the company's systems for the future. The management understood the necessity of these frequent updates, highlighting that the technology and standards were outdated and needed to be modernized. We later led a series of capital projects for three consecutive years, focused on improving network infrastructure, transitioning to integrated cyber security, and executing key system upgrades.

Leveraging my experience at large companies, I tailored solutions specifically for Plaza, considering its requirements and conditions. Fostering a more effective and modern IT environment by applying comprehensive security protocols was complex. However, the new operations are now significantly streamlined and efficient compared to three years ago.

Overcoming Challenges in New Initiatives

The biggest challenge in implementing these changes was finding the right time to upgrade systems without disrupting ongoing operations. There was no opportunity for downtime during maintenance in the hospitality industry, as the company's 24/7 nature ensured constant services for customers. To ensure uninterrupted hospitality services, we had to carefully plan upgrades and training around slower periods. We gradually started getting our users to work with an online tool called the system access request portal to streamline all managerial functions for authoritative accessibility and compliance.

The system helped us maintain compliance by keeping records of all access requests. It was supported by an efficient IT team that considered the budgets and requirements according to the operational protocols. Due to outdated technology, we held a major project to upgrade the casino’s server infrastructure, which was incompatible with the latest software. Since then, the entire company's working system has been restored with enhanced security capabilities and a reliable framework.

Strategic Vision of Class Entertainment

The technical strategies must be designed with continuous upgrades and developments in digital infrastructure for the coming years. At the same time, we must focus on enhancing the customer experience by integrating mobile and cloud solutions. Along with the classic games in the hub, we introduced new mobile gaming resources, cashless payment options, and iPad access for instant check-ins, prioritizing more mobile-first and cloud-driven services.

This niche industry in Las Vegas is crowded with tight-knit communities equipped with a vast array of applications and technical support. Running a property like Plaza requires complex and interconnected systems that work behind the scenes to ensure the reliable services we provide. Building on this vision, the hospitality industry is progressively shifting toward offering world-class entertainment to customers.