SugarHouse GM excited about upcoming changes

CHARLES DICKENS described 2014 for Wendy Hamilton when he wrote, "It was the best of times, it was the worst of times."

In September, the Philly native who now calls Camden County home saw the start of the long-awaited expansion of SugarHouse casino, the riverfront gambling den where, as general manager, she is responsible for all day-to-day operations. (And that means all: On a recent afternoon, she interrupted an interview to leave herself a voice memo about a restroom that needed cleaning.)

When construction concludes in late summer or early fall (depending on this winter's weather), the 4-year-old casino will have added 144,000 square feet (more than doubling the existing 106,000 square feet), including almost 40,000 square feet of main casino space, a state-of-the-art poker room, an area for up to four full-service restaurants, and a seven-story parking garage.

However, despite protests by her company and others, the Pennsylvania Gaming Control Board awarded a second Philly casino license to the Parx/Cordish partnership, whose plan for a casino in the stadium district are expected to lure customers away from SugarHouse.

Nonetheless, as she told the Daily News' Chuck Darrow, Hamilton remains upbeat heading into the new year, thanks to the growth project and her dedicated team of employees.

Q Has SugarHouse met the expectations you had for it when it opened in 2010?

The property has performed really well. Remember, SugarHouse was built smaller and simpler than anyone ever planned because of the timing of the Great Recession. That said, we're in a great location; we picked a great team of 1,100 people to run the place, and our customers have welcomed us with open arms.

I get more positive guest letters here than I ever got in 20 years [in the gaming business]. Some are so genuine and heartfelt, they literally bring a tear to your eye.

Q What has been the biggest challenge so far?

Keeping it fresh for our customers and employees, given the fact the property was built very small and nothing has changed in four years. Casino consumers are used to properties that continually develop and freshen. We've done some freshening over the years, but we haven't done anything as big as what we're embarking on now.

Q What's the biggest surprise you've encountered?

It's not a surprise in that I thought we couldn't do it, but the biggest pleasant surprise is what this team has been able to accomplish in this building.

There are some tough things about this building: There's not refrigeration in the right places; there aren't mop closets in the right places. But every day these 1,100 people come out with smiles on their faces and they delight customers. I walk past and I see them high-fiving and 'woohooing' with each other and customers.

Q What are the personal challenges of your job, especially as a single mom (of son Owen, 6)?

There are a lot of people out there who have it a lot tougher being a single mom than I do. I have a lot of help. That said, there are a lot of constraints on my time. But I don't know anyone who isn't busy.

I guess the biggest challenge is that it's difficult for someone in my position to shut it down. You're always thinking about the job. You don't get to clock out of a shift and then be done with it until the next day.

My son is used to do it, but he'll say, 'Mom! Put the phone down!' But there are a lot of advantages that come out of it for him and me.

Q How much angst has the whole second-license situation caused you?

It [caused] a lot of angst. There are no facts that support the [idea the city] needs a second casino. We came into this knowing a second casino was planned, but that was 10 years ago. The world has changed. Who would have thought...casinos in Atlantic City would close their doors?

The market is no longer growing in aggregate. It's a very competitive environment. To add another license adds marginally to what will benefit the Commonwealth and hurts the individual operator, which in turn hurts all of our employees.