Archdragon King

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While representation remains important, Yaxley warns that many companies still mistake headcount for inclusion.

“One of the biggest misconceptions is that DEI can be measured by representation alone,” she says. “Representation matters, but it’s only one part of the picture.”

For her, the real test is whether employees have equal access to development, promotion and leadership opportunities, rather than simply being hired.

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This reliance places many high-value players at risk of “silent churn”, where VIP players become inactive without warning, posing a significant challenge for operators.

The report, titled The State of VIP Operations, was compiled by The Playa in collaboration with Gaming Operations Academy and WarriorLab.

Conducted in 2026, it surveyed 70 professionals actively engaged in VIP management, including VIP account managers, heads of VIP and consultants, with 64% employed directly by gambling operators. 

What is Archdragon King?

About 1,300 workers represented by UNITE HERE Local 26 and Teamsters Local 25 unions at Encore Boston Harbor went on strike on Friday after their previous collective bargaining agreement expired on 31 August.

In a statement, Wynn Resorts said the unions chose to strike “despite our continued efforts” to negotiate a new deal. Workers are calling for wage increases, healthcare and pension benefits and job security protections. The casino will remain operational despite the walkout. Workers had voted to authorise the strike on 20 August.

“We are committed to finding common ground that is fair, financially sustainable and protects jobs for the long term,” Wynn said.