Are You Feeling Lucky?

By Tammy Villanueva • Photos supplied

Scott Freeman

Entertainment has changed over the last several decades. We used to plan trips to the ocean, vacation in the mountains or visit relatives for a night of cards and drinks. Times have changed and so have our entertainment options. When you speak with people throughout the North Country and across the United States, one of the entertainment options on many people’s agenda is gambling and many have high hopes of winning big.

The North Country is lucky to have a playground for fun in its own backyard. The Akwesasne Mohawk Casino and Resort (AMCR) is located an hour and a half west of Plattsburgh in Hogansburg, New York. The destination has become a day trip for many to enjoy with friends and family. And, with the ability to make a long weekend out of the trip, you can stay in one of the inviting guest rooms, relax in the pool, work out in the fitness room, and dine in the Maple Steak & Ale — a world-class facility.

I recently had the opportunity to speak with Scott Freeman, General Manager of the AMCR about what makes his destination special for people in our region.

Freeman’s 40-year career in the gaming/casino industry has taken him from Atlantic City to Las Vegas to Biloxi. In 2010, he found himself in New York State where he became the General Manager of Vernon Downs in the Syracuse area. Over the next four years Freeman took the casino to a new level with several refurbishments and became General Manager of Tioga Downs, located along the southern tier of the state as well.

In 2018 Freeman was hired as the CEO of the business arm of the St. Regis Mohawk Tribe which included overseeing its Hogansburg casino and outside business ventures. When the General Manager retired, Freeman left the CEO position to concentrate on the casino.

This year AMCR will celebrate its 25th anniversary. During that time there have been three expansions of the property. The Casino and Resort is the main income stream for the St. Regis Mohawk Tribe and is the only real entertainment venue in the area. With the purchase of the former Comfort Inn last year, and the addition of the Players Inn, which is currently being refurbished, the total number of hotel rooms on the property is now at 251 — 101 at the Players Inn and 150 in the AMCR making it a great place to stay and play.

When Freeman became the Resort’s GM, COVID had just hit. “We were closed for five months, and it was a rough time, but we took the opportunity to make a lot of changes,” he explained. “We revamped the casino floor, added more space between the machines for player comfort and created carousel-shaped machine locations. Those changes would have been hard to do during our normal operation without impeding customer service.”

Last year, the Embers smoking area was added to accommodate customers who wanted a space to smoke without having to go outside. An amazing HVAC and smoke reduction system was installed and 120 gaming consoles were placed in the new area. “Embers is one more way we recognize customer service for all our guests is our top priority,” Freeman offered.

Guests receive several promotions throughout the year that are tracked by the Winners Club cards players use in the machines. Promotions are based on play and, of course, the higher your play and the more money you spend, the more offers come your way, but those playing lower amounts can also win promotions based on their activity.

The Resort and Casino draws not only from upstate New York, but from Canada and Vermont a well. “Our guests are extremely loyal. We believe this is largely because of our staff. We do a significant amount of training and it pays off. Staff are very outgoing, some even know players and their families by name,” Freeman emphasized.

Forty-five percent of employees at AMCR are community members. They have pride in their community and take their jobs seriously, knowing the casino’s earnings help the tribe to prosper. Employees are rewarded for their excellent rapport with and service to the customers and can be recognized in multiple ways including Employee of the Month, Feather Pads acknowledgment, gift cards, and monetary incentives. These are all part of the ways management promotes excellent customer service.

And speaking of pride within the community, this past December, AMCR began collecting change in the redemption kiosks where guests could contribute to three funds with the change from their prize tickets. Donations are collected for the local food pantry, Elders’ fund and the area Boys & Girls Club. The effort has been well received by both the organizations and players. It shows people can make a difference to the community and assist the organizations when an urgent, non-budgeted need arises. The plan is to continue this collection.

Freeman explained plans for the future of the AMCR include the continuing refurbishment of the Players Inn, keeping up with reinvestment in the property — including curb appeal, property maintenance — inside and out — as well as increasing customer service with a new Winners Club area to better service cardholder players by offering them their own separate, user-friendly area.

Speaking with Scott Freeman was a pure pleasure. The insight, history and details for the upcoming decade was informative. As a “gambler,” my husband and I enjoy taking time every few months to go and visit the Casino for a day of fun, food and relaxation. And with the Akwesasne Casino so conveniently located, we can either do a day trip or spend a long weekend. I encourage everyone to plan a trip to check out this great addition to the North Country!

Akwesasne Mohawk Casino and Resort

873 New York State Route 37 

Hogansburg, NY 13655

518 358-2222

www.mohawkcasino.com