Carol Thompson has climbed the ranks at Station Casinos. The Air Force veteran started as an administrative assistant at Boulder Station, but steadily climbed the ladder over 14 years, and for the past two years has served as vice president and general manager of Santa Fe Station. She talked to VEGAS INC about how military service prepared her for the hospitality industry and the importance of giving back to the community.
What has your experience in the Air Force taught you about being successful in your current field?
I learned the importance of taking pride in every aspect of my business and instilling the same level of pride in my team. The military taught me attention to detail, which is vital in the hospitality and gaming industry.
I learned that respect must be earned and a leader must demonstrate a high level of integrity. I also learned the importance of having a compassionate heart capable of caring for those we lead.
What characteristics from your Air Force experience do you instill in your employees?
Be respectful of our guests and one another.
Be a good communicator — with an emphasis on listening to the needs of our guests and team members.
Be flexible and adapt to change quickly.
You have gone from an administrative assistant to general manager of Santa Fe Station. What has your career path been like?
It has been a fabulous adventure encompassing both professional and personal growth.
What is the most challenging part of your job?
The market is extremely competitive. A full understanding of the competition and strategically growing market share is vital. It requires flexibility and a willingness to take calculated risks.
Equally important is managing the guest’s experience. How we make our guests feel will determine where they choose to spend their time and money. Building relationships has always been the foundation of our success.
What is the most rewarding part of your job?
The time I spend on the floor is the most rewarding. Walking both the front and back-of-house areas and talking with our team members and guests is always insightful.
As an operator, understanding how the business feels can’t be measured on a report or spreadsheet. Firsthand observations of all aspects of the guest experience are vital to our continued success.
What do you do after work?
I spend my time with my family and close friends. Family dinner every Sunday and time with grandchildren is my favorite part of the week.
What are you reading right now?
“The Four Agreements” by Don Miguel Ruiz.
Blackberry, iPhone or Android?
IPhone, of course!
Describe your management style.
I have learned to incorporate a flexible management style and adjust based on our goals and objectives. Demonstrating a consultative management style is my preference; however, there are times when incorporating a more autocratic style is necessary to get the job done. I’m open to feedback from my team and understand the importance of establishing trust.
Where do you see yourself and your company in 10 years?
I see our company continuing to thrive and developing new and exciting offerings to our loyal guests and the Las Vegas community.
I’d like to think in 10 years I’ll be semi-retired and spending time with my family.
Whom do you admire and why?
I admire leaders who inspire and motivate others to succeed and support them as they realize their full potential. I’ve had many talented mentors along my career path who selflessly gave of their time and talent to support me in my professional growth. It’s important to “pay it forward.”
What is your dream job, outside of your current field?
I’d like to work in a role that allows me to give back to the community and make a difference on a humanitarian level. Being a “go-giver” is just as important as being a “go-getter.”
What is your biggest pet peeve?
Not being on time! I don’t have much tolerance for tardiness and personally prefer to be early.
What is something people might not know about you?
While serving in the Air Force, I was promoted “below the zone” (editor’s note: an accelerated promotion) and received an incentive flight in an EF-111 fighter jet out of Mountain Home Air Force Base. It was an honor and a privilege that I will never forget.
Anything else you want to tell us?
There are many veterans working as part of our Station Casinos family. We also employ many family members of both retired and active-duty military personnel. Our company is committed to acknowledging our military community as demonstrated by our Military Mondays. I’m proud to be a part of our commitment to our veterans.