Crisis management in the casino industry: Leadership, learning, and ISO 22361

Crisis management in the casino industry is critical given casinos' 24/7 operations, financial exposure, reputational sensitivity, and regulatory complexity. This study explores how casino leaders respond to crises through a qualitative analysis of four real-world events, including civil unrest, internal misconduct, mass trauma, and pandemic disruption, interpreted through the strategic framework of ISO 22361:2022. Drawing on executive interviews and thematic analysis, the research identifies patterns of transitional leadership, communications, and decision-making under pressure. The study reveals that effective crisis management in casinos exceeds transactional compliance, it demands cultural responsiveness, emotional intelligence, and long-term organizational learning. Findings suggest that ISO 22361 provides a relevant foundation but should be supplemented with industry-specific practices that address operational adaptivity and sustained resilience. Practical implications include the development of strategic decision-making groups, communication protocols, and scenario-based training. This work contributes to academic theory and applied practice, offering a roadmap for embedding empathetic resilience into a casino crisis management system.