1 00:00:03,551 --> 00:00:05,827 male announcer: "Undercover Boss" is back. 2 00:00:05,862 --> 00:00:07,206 [dramatic music] 3 00:00:07,240 --> 00:00:08,413 - How y'all doing? 4 00:00:08,448 --> 00:00:10,378 [laughter] 5 00:00:10,413 --> 00:00:12,654 - This is ten times harder than the boardroom. 6 00:00:12,689 --> 00:00:14,343 - Oh. - This is a disaster. 7 00:00:14,378 --> 00:00:17,896 I would never have found out if I wasn't undercover. 8 00:00:17,931 --> 00:00:20,274 announcer: The most devastating economic crisis 9 00:00:20,309 --> 00:00:25,033 for a generation has been tough on American business 10 00:00:25,068 --> 00:00:28,000 and even tougher on America's workforce. 11 00:00:28,033 --> 00:00:30,033 - We all had to take salary cuts. 12 00:00:30,068 --> 00:00:32,896 - My wife, and my kids, and I were all homeless. 13 00:00:32,930 --> 00:00:34,619 - How many firemen, you think you down? 14 00:00:34,655 --> 00:00:36,551 - 15, just because of the pandemic. 15 00:00:36,585 --> 00:00:39,517 announcer: So there's never been a more important time 16 00:00:39,551 --> 00:00:41,103 to go undercover. 17 00:00:41,137 --> 00:00:42,310 ♪ 18 00:00:42,344 --> 00:00:43,310 This season... 19 00:00:43,344 --> 00:00:44,585 - Wow! 20 00:00:44,619 --> 00:00:46,137 announcer: The toughest challenges... 21 00:00:46,171 --> 00:00:48,171 - This has gotta be the worst job in the restaurant. 22 00:00:48,206 --> 00:00:49,378 - It is, ugh. 23 00:00:49,412 --> 00:00:50,758 announcer: The biggest shocks... 24 00:00:50,792 --> 00:00:53,033 - I need to rethink everything that we're doing. 25 00:00:53,067 --> 00:00:54,896 - We question whether you are fit for this brand. 26 00:00:54,930 --> 00:00:56,896 announcer: And the most dramatic, 27 00:00:56,930 --> 00:00:58,171 life-changing rewards... 28 00:00:58,206 --> 00:00:59,723 - I mean, that's the greatest thing 29 00:00:59,758 --> 00:01:01,103 you could ever do for me, man. 30 00:01:01,137 --> 00:01:03,517 announcer: In "Undercover Boss" history. 31 00:01:03,551 --> 00:01:06,516 - I need to break cover right now and shut this down. 32 00:01:06,551 --> 00:01:10,655 ♪ 33 00:01:10,688 --> 00:01:12,206 announcer: Tonight... 34 00:01:12,240 --> 00:01:13,793 - Oh, crap. 35 00:01:13,826 --> 00:01:15,655 announcer: The CEO of one of America's 36 00:01:15,688 --> 00:01:18,033 most popular tourist attractions 37 00:01:18,067 --> 00:01:21,551 leaves behind his corporate comforts... 38 00:01:21,585 --> 00:01:23,033 - I am nervous. 39 00:01:23,067 --> 00:01:24,171 announcer: To go undercover... 40 00:01:24,206 --> 00:01:25,620 - Oh, my God. 41 00:01:25,655 --> 00:01:27,379 announcer: Joining his team on the front line. 42 00:01:27,412 --> 00:01:29,206 - I don't know what my problem is. 43 00:01:29,240 --> 00:01:32,033 announcer: To solve an urgent labor shortage crisis... 44 00:01:34,067 --> 00:01:35,688 - We're mopping up urine. 45 00:01:35,723 --> 00:01:39,206 announcer: That is costing his company millions of dollars. 46 00:01:39,240 --> 00:01:42,275 - If you're slow, then the line is gonna get backed up. 47 00:01:42,310 --> 00:01:43,965 - What kind of job is this? 48 00:01:44,000 --> 00:01:46,240 announcer: You'll hear uncomfortable truths... 49 00:01:46,275 --> 00:01:48,585 - The pay just freezes in time. It can never go up? 50 00:01:48,620 --> 00:01:49,723 - No. 51 00:01:49,758 --> 00:01:50,723 - It's something that is gonna be fixed. 52 00:01:50,758 --> 00:01:52,275 I'll tell you that right now. 53 00:01:52,310 --> 00:01:55,171 announcer: Before offering some life-changing rewards. 54 00:01:55,206 --> 00:01:56,930 - You serious? 55 00:01:56,965 --> 00:01:59,620 announcer: All this next on "Undercover Boss." 56 00:01:59,655 --> 00:02:02,585 - That just changed our lives. 57 00:02:02,620 --> 00:02:05,826 [upbeat rock music] 58 00:02:05,861 --> 00:02:07,481 - My name is Andrew Simon, 59 00:02:07,516 --> 00:02:11,205 president and CEO of the Fremont Street Experience. 60 00:02:11,240 --> 00:02:12,931 The Fremont Street Experience 61 00:02:12,965 --> 00:02:14,826 is an entertainment destination 62 00:02:14,861 --> 00:02:16,137 in Las Vegas, Nevada. 63 00:02:16,171 --> 00:02:17,448 ♪ 64 00:02:17,481 --> 00:02:19,205 It's the second busiest public street 65 00:02:19,240 --> 00:02:20,343 in the United States, 66 00:02:20,378 --> 00:02:22,826 second only to Times Square, 67 00:02:22,861 --> 00:02:25,310 and it attracts 25 million people a year 68 00:02:25,343 --> 00:02:26,448 from all over the globe. 69 00:02:26,481 --> 00:02:27,931 ♪ 70 00:02:27,965 --> 00:02:29,103 And earns revenues 71 00:02:29,137 --> 00:02:31,793 of approximately $50 million a year. 72 00:02:31,826 --> 00:02:33,655 ♪ 73 00:02:33,688 --> 00:02:35,310 [upbeat music] 74 00:02:35,343 --> 00:02:37,793 announcer: Situated in the Downtown district, 75 00:02:37,826 --> 00:02:41,137 Fremont Street is the historic heart of Las Vegas. 76 00:02:41,171 --> 00:02:45,033 The licensing of Fremont Street's first casino in 1931 77 00:02:45,067 --> 00:02:47,965 helped put Vegas on the map as a tourist destination. 78 00:02:48,000 --> 00:02:49,240 ♪ 79 00:02:49,275 --> 00:02:51,000 But from the 1950s, 80 00:02:51,033 --> 00:02:53,620 as casinos began merging into mega-resorts 81 00:02:53,655 --> 00:02:56,930 on the strip five miles away, 82 00:02:56,965 --> 00:02:59,688 visitors deserted downtown. 83 00:02:59,723 --> 00:03:02,723 But Fremont Street came back fighting. 84 00:03:02,758 --> 00:03:06,033 ♪ 85 00:03:06,068 --> 00:03:07,586 - In 1995, 86 00:03:07,620 --> 00:03:10,586 the Fremont Street Experience opened with a brand-new canopy, 87 00:03:10,620 --> 00:03:14,931 which now has 50 million LED lights. 88 00:03:14,965 --> 00:03:19,137 We have a zip line that extends five city blocks. 89 00:03:19,171 --> 00:03:22,378 And we have a 600,000 watt sound system, 90 00:03:22,413 --> 00:03:26,068 and also three stages that feature more live music 91 00:03:26,103 --> 00:03:27,861 than any other place on Earth. 92 00:03:27,896 --> 00:03:30,310 ♪ 93 00:03:30,343 --> 00:03:32,481 I am from Long Island, New York, 94 00:03:32,516 --> 00:03:34,275 and my parents run a summer camp. 95 00:03:34,310 --> 00:03:35,896 So from three years old, 96 00:03:35,930 --> 00:03:38,033 I was at summer camp every year. 97 00:03:38,067 --> 00:03:39,655 I learned all the different jobs 98 00:03:39,688 --> 00:03:43,171 and really learned how to make people's experiences great. 99 00:03:43,206 --> 00:03:45,516 So growing up there, I realized entertainment 100 00:03:45,550 --> 00:03:48,240 was something I was passionate about. 101 00:03:48,275 --> 00:03:50,240 Since graduating in hospitality management 102 00:03:50,275 --> 00:03:52,137 from Cornell University, 103 00:03:52,171 --> 00:03:53,930 I've worked in all kinds of businesses 104 00:03:53,965 --> 00:03:56,240 from casinos to cable TV. 105 00:03:56,275 --> 00:03:57,793 People took chances on me. 106 00:03:57,826 --> 00:04:01,688 And what that really did was give me the confidence to go in 107 00:04:01,723 --> 00:04:04,033 and solve business problems in any environment. 108 00:04:04,068 --> 00:04:06,758 And it was my range of entertainment experience 109 00:04:06,793 --> 00:04:08,826 and long-term history in Las Vegas 110 00:04:08,861 --> 00:04:12,655 that got me the CEO role here at Fremont Street. 111 00:04:12,688 --> 00:04:15,137 I joined the company in September of 2020 112 00:04:15,171 --> 00:04:17,103 in the middle of the pandemic. 113 00:04:17,137 --> 00:04:19,481 There was no entertainment going on. 114 00:04:19,516 --> 00:04:21,654 I was frankly a little bit scared, 115 00:04:21,689 --> 00:04:24,172 but I was really excited about the opportunity 116 00:04:24,206 --> 00:04:27,379 to make the street better than it's ever been. 117 00:04:27,413 --> 00:04:32,240 That said, currently, the labor shortage here is tough. 118 00:04:32,274 --> 00:04:34,033 The day I started working here, 119 00:04:34,067 --> 00:04:36,930 we had 100% staff turnover. 120 00:04:36,965 --> 00:04:40,067 What I mean is, no matter how many new people we hire, 121 00:04:40,103 --> 00:04:42,343 the same number quit. 122 00:04:42,379 --> 00:04:46,000 The majority of our revenue comes from our zip line, 123 00:04:46,033 --> 00:04:49,033 but we currently take the lower line out of service 124 00:04:49,067 --> 00:04:50,516 for six days a week, 125 00:04:50,550 --> 00:04:52,826 costing us a half million dollars a month, 126 00:04:52,862 --> 00:04:55,862 all because we have this labor shortage issue. 127 00:04:55,896 --> 00:04:58,586 I need to figure out why people are leaving 128 00:04:58,620 --> 00:05:01,067 and also what can I do to attract more people 129 00:05:01,103 --> 00:05:02,343 to want to work here? 130 00:05:02,379 --> 00:05:05,343 ♪ 131 00:05:05,379 --> 00:05:07,654 I'm going undercover as Ken Masters, 132 00:05:07,689 --> 00:05:09,793 who is a summer camp counselor. 133 00:05:09,826 --> 00:05:12,033 - Do you think you'll have the experience for that 134 00:05:12,067 --> 00:05:13,413 if they ask you questions? 135 00:05:13,447 --> 00:05:15,826 - I know everything there is about summer camps. 136 00:05:15,862 --> 00:05:17,516 ♪ 137 00:05:17,550 --> 00:05:19,550 Hello there. - Hey. 138 00:05:19,586 --> 00:05:21,240 - This is real important for me to do 139 00:05:21,274 --> 00:05:23,826 because I've only been here 10 or 11 months, 140 00:05:23,862 --> 00:05:26,067 and without the ability to bring people together 141 00:05:26,103 --> 00:05:29,413 during COVID, I'm not sure that employees have felt heard. 142 00:05:29,447 --> 00:05:31,413 And I want to change that and change that now. 143 00:05:31,447 --> 00:05:32,654 That's why I'm going undercover. 144 00:05:32,689 --> 00:05:35,654 [dramatic music] 145 00:05:35,689 --> 00:05:39,206 ♪ 146 00:05:39,240 --> 00:05:41,826 - Ah! - Here comes Ken Masters. 147 00:05:41,862 --> 00:05:44,137 - [laughing] 148 00:05:44,172 --> 00:05:46,240 - What do you guys think? - Wow! 149 00:05:46,274 --> 00:05:47,965 Look at the hair. 150 00:05:48,000 --> 00:05:49,896 - Can I fool people with this? - Yes. 151 00:05:49,930 --> 00:05:53,689 You do not look like Andrew. I'll tell you that. 152 00:05:53,723 --> 00:05:56,310 - Our employees think they're on a documentary 153 00:05:56,343 --> 00:05:57,826 called "Starting Over" 154 00:05:57,862 --> 00:05:59,757 about someone looking for a new career. 155 00:05:59,793 --> 00:06:02,310 They have no idea it's "Undercover Boss." 156 00:06:02,343 --> 00:06:03,896 - Bye. 157 00:06:03,930 --> 00:06:06,067 - In my career, I've never faced a problem 158 00:06:06,103 --> 00:06:08,137 as big as the one I'm facing right now. 159 00:06:08,172 --> 00:06:09,862 I'm down 90 employees, 160 00:06:09,896 --> 00:06:11,862 a half million dollars of revenue, 161 00:06:11,896 --> 00:06:13,723 and declining employee morale. 162 00:06:13,757 --> 00:06:16,413 If I don't fix this now, we're in deep trouble. 163 00:06:16,447 --> 00:06:19,343 ♪ 164 00:06:19,379 --> 00:06:22,343 [upbeat rock music] 165 00:06:22,379 --> 00:06:25,826 ♪ 166 00:06:25,862 --> 00:06:29,516 Today, I'm going undercover with the custodial department. 167 00:06:29,550 --> 00:06:32,206 It's up to this department to keep the mall clean 168 00:06:32,240 --> 00:06:34,516 with 20 to 30,000 people a day coming. 169 00:06:34,550 --> 00:06:36,896 It is a big task. 170 00:06:36,930 --> 00:06:38,379 I'm working with Emmie. 171 00:06:38,413 --> 00:06:40,654 And she's been here for 20 years. 172 00:06:40,689 --> 00:06:42,413 I'm hoping to find out that this team 173 00:06:42,447 --> 00:06:44,793 is getting what they need to get their job done. 174 00:06:44,826 --> 00:06:46,723 They're essential to our success. 175 00:06:46,757 --> 00:06:49,481 ♪ 176 00:06:49,516 --> 00:06:53,172 [soft music] 177 00:06:53,206 --> 00:06:54,965 Hello, I'm looking for Emmie. 178 00:06:55,000 --> 00:06:57,172 - Hi, What is your name? - Ken. 179 00:06:57,206 --> 00:06:58,826 I understand you're training me today. 180 00:06:58,862 --> 00:07:02,689 - I am, and we will be going on the mall, 181 00:07:02,723 --> 00:07:04,550 and we're gonna focus on gum. 182 00:07:04,586 --> 00:07:06,379 - Oh. - Yup. 183 00:07:06,413 --> 00:07:08,826 - I'm a bit of a germaphobe, so I'm not that excited 184 00:07:08,862 --> 00:07:10,447 to clean up other people's gum. 185 00:07:10,481 --> 00:07:12,413 So lots of gum, you say there's-- 186 00:07:12,447 --> 00:07:15,516 - Lots of scraping. Have you ever done this before? 187 00:07:15,550 --> 00:07:17,033 - I've never done this before. 188 00:07:17,067 --> 00:07:20,067 - It's a tough job, but we're gonna have fun. 189 00:07:20,103 --> 00:07:21,930 So if you'd like to go and change. 190 00:07:21,964 --> 00:07:23,481 - All right. - And then we'll get started. 191 00:07:23,516 --> 00:07:26,862 I can tell Ken doesn't like to get his hands dirty. 192 00:07:26,896 --> 00:07:28,000 - Thank you. - Okay. 193 00:07:28,033 --> 00:07:30,206 But he'll get down and dirty with us. 194 00:07:30,240 --> 00:07:32,067 ♪ 195 00:07:32,103 --> 00:07:33,137 - All right. 196 00:07:33,172 --> 00:07:35,274 ♪ 197 00:07:35,310 --> 00:07:36,930 Do you see gum a lot? 198 00:07:36,965 --> 00:07:38,379 - Oh, you know what? It's never-ending. 199 00:07:38,413 --> 00:07:40,206 If you see the little black spots, 200 00:07:40,240 --> 00:07:41,757 that's the gum. 201 00:07:41,793 --> 00:07:43,862 We can go ahead and get our tools. 202 00:07:43,896 --> 00:07:47,000 We're gonna need the scraper, and this is the gum remover. 203 00:07:47,033 --> 00:07:48,240 Okay, so this is what we're gonna do. 204 00:07:48,274 --> 00:07:50,379 - Okay. - We're going to spray the gum. 205 00:07:50,413 --> 00:07:52,516 See how it just kind of like dissolved it a little bit? 206 00:07:52,550 --> 00:07:53,516 - Right, right. 207 00:07:53,550 --> 00:07:55,413 - And whatever residue you have, 208 00:07:55,447 --> 00:07:57,033 then you can use your brush. 209 00:07:57,067 --> 00:07:58,103 - So should I try this one? 210 00:07:58,137 --> 00:07:59,516 - You can definitely try that one. 211 00:07:59,550 --> 00:08:00,826 - Okay. 212 00:08:00,862 --> 00:08:02,826 ♪ 213 00:08:02,862 --> 00:08:05,516 - You're not scraping hard enough with your scraper. 214 00:08:05,550 --> 00:08:10,033 ♪ 215 00:08:10,067 --> 00:08:11,310 - Am I going fast enough? 216 00:08:11,343 --> 00:08:12,413 - I think you're taking a little-- 217 00:08:12,447 --> 00:08:13,862 - Little too long? - Too much--yeah. 218 00:08:13,896 --> 00:08:16,240 We have to move quickly. - Okay, okay. 219 00:08:16,274 --> 00:08:19,447 - I think he needs a little more muscle. 220 00:08:19,481 --> 00:08:20,930 - This is nasty. 221 00:08:20,964 --> 00:08:25,033 This has, like, still some moisture and chew to it. 222 00:08:25,067 --> 00:08:27,550 - Because there are some pieces that are, like, really tough. 223 00:08:27,586 --> 00:08:30,103 - Ooh. - It's a lot of work. 224 00:08:30,137 --> 00:08:32,033 It's two and a half hours a day. 225 00:08:32,067 --> 00:08:33,586 [dramatic music] 226 00:08:33,620 --> 00:08:35,344 - So you spend two and a half hours 227 00:08:35,379 --> 00:08:36,861 a day getting gum off the mall? 228 00:08:36,895 --> 00:08:38,240 - Yes, our whole crew. 229 00:08:38,274 --> 00:08:40,379 - The fact that we have to spend so much time 230 00:08:40,413 --> 00:08:42,033 cleaning up gum, 231 00:08:42,067 --> 00:08:45,274 two and a half hours per day per person is outrageous. 232 00:08:45,309 --> 00:08:47,481 Is this the easiest way to do this? 233 00:08:47,517 --> 00:08:49,413 - We have a gum machine. 234 00:08:49,447 --> 00:08:50,586 The only thing about that, 235 00:08:50,620 --> 00:08:52,688 you have to find a power source. 236 00:08:52,724 --> 00:08:53,826 - Okay. 237 00:08:53,861 --> 00:08:55,172 - And it could be a trip hazard. 238 00:08:55,206 --> 00:08:58,309 They would have to spend a little more money on one 239 00:08:58,344 --> 00:08:59,965 that doesn't have cords. 240 00:09:00,000 --> 00:09:01,551 - Yeah. 241 00:09:01,586 --> 00:09:04,240 The gum cleaning machine might save our employees hours 242 00:09:04,274 --> 00:09:06,136 of wrist issues and knee issues. 243 00:09:06,172 --> 00:09:07,724 I need to look into this to make sure 244 00:09:07,758 --> 00:09:09,344 because our people should have the tools 245 00:09:09,379 --> 00:09:11,102 they need to keep this mall clean 246 00:09:11,136 --> 00:09:13,654 and do it in the least amount of time possible. 247 00:09:13,688 --> 00:09:16,517 - I know I work hard, but I love my job. 248 00:09:16,551 --> 00:09:18,965 Actually been doing this for 20 years. 249 00:09:19,000 --> 00:09:20,861 - Wow, 20 years here. 250 00:09:20,895 --> 00:09:23,136 - 20 years here. I don't get any more raises. 251 00:09:23,172 --> 00:09:25,931 - Your pay just freezes in time forever? 252 00:09:25,965 --> 00:09:27,102 It can never go up? 253 00:09:27,136 --> 00:09:29,551 - No, never. 254 00:09:29,586 --> 00:09:31,793 - I was shocked to hear about any employee's pay 255 00:09:31,826 --> 00:09:33,240 is frozen at a certain rate. 256 00:09:33,274 --> 00:09:35,654 We're in the middle of a staffing crisis. 257 00:09:35,688 --> 00:09:38,586 We may have a policy in place that's not very motivating 258 00:09:38,620 --> 00:09:42,379 and kind of punishes employees for staying a long time. 259 00:09:42,413 --> 00:09:43,620 It's outrageous. 260 00:09:43,654 --> 00:09:45,000 It's something that is going to be fixed. 261 00:09:45,033 --> 00:09:47,136 I'll tell you that right now. 262 00:09:47,172 --> 00:09:48,379 announcer: Coming up... 263 00:09:48,413 --> 00:09:50,067 - Don't let it splash on you. Just do it slow. 264 00:09:50,102 --> 00:09:51,517 announcer: The boss smells trouble. 265 00:09:51,551 --> 00:09:52,517 - Oh, my God. 266 00:09:52,551 --> 00:09:54,102 - Ken has done the gum. 267 00:09:54,136 --> 00:09:56,344 But he hasn't seen anything yet. 268 00:09:56,379 --> 00:09:57,517 - That sounds awful. 269 00:09:57,551 --> 00:09:59,654 - That's just the tip of the iceberg. 270 00:09:59,688 --> 00:10:01,517 - Wow, we're mopping up urine. 271 00:10:01,551 --> 00:10:03,379 ♪ 272 00:10:08,274 --> 00:10:11,965 [dramatic music] 273 00:10:12,000 --> 00:10:13,931 - So if you want to push this. - Okay. 274 00:10:13,965 --> 00:10:15,861 It's my first day undercover, 275 00:10:15,895 --> 00:10:17,826 and I'm cleaning up Fremont Street with Emmie... 276 00:10:17,861 --> 00:10:20,793 - So our next job is pulling trash. 277 00:10:20,826 --> 00:10:22,033 - Okay. 278 00:10:22,067 --> 00:10:23,447 One of the leads of our custodial team. 279 00:10:23,481 --> 00:10:26,033 - So we're going to start at this first trash can there. 280 00:10:26,067 --> 00:10:27,517 - Okay. - We'll back it in like this. 281 00:10:27,551 --> 00:10:28,895 - Okay. 282 00:10:28,931 --> 00:10:30,000 - Then we're going to take this off. 283 00:10:30,033 --> 00:10:31,654 - Okay. - Take both bags. 284 00:10:31,688 --> 00:10:34,793 ♪ 285 00:10:34,826 --> 00:10:37,102 - That smell is pretty good. Wow. 286 00:10:37,136 --> 00:10:38,758 [soft music] 287 00:10:38,793 --> 00:10:41,413 When I picked the lid up off this first trash can, 288 00:10:41,447 --> 00:10:43,551 I almost got knocked out. 289 00:10:43,586 --> 00:10:44,861 - There you go. 290 00:10:44,895 --> 00:10:46,344 - It really was disgusting. 291 00:10:46,379 --> 00:10:48,931 - If there's any liquid, don't let it splash on you. 292 00:10:48,965 --> 00:10:50,793 So just do it slow. 293 00:10:50,826 --> 00:10:53,517 ♪ 294 00:10:53,551 --> 00:10:55,826 - Oh, wow. That's rancid. 295 00:10:55,861 --> 00:10:57,620 - Get it back in there. - Right. 296 00:10:57,654 --> 00:10:59,861 Oh, my God, whoo. 297 00:10:59,895 --> 00:11:02,688 - Give Ken a year, and he would be used to it. 298 00:11:02,724 --> 00:11:04,344 So now look at this. 299 00:11:04,379 --> 00:11:06,861 There's a wet spill here because this is leaking. 300 00:11:06,895 --> 00:11:07,931 - Uh-oh. 301 00:11:07,965 --> 00:11:09,861 - It's been overused. 302 00:11:09,895 --> 00:11:12,067 - And so when we put liquid in again later, 303 00:11:12,102 --> 00:11:13,309 is it always going to just go right through? 304 00:11:13,344 --> 00:11:15,240 - Yeah, so we have to keep an eye on that. 305 00:11:15,274 --> 00:11:17,688 - To hear that, I mean, that just pissed me off. 306 00:11:17,724 --> 00:11:20,067 I'm like, I picked up this sludge liquid 307 00:11:20,102 --> 00:11:22,033 at the bottom, almost puked. 308 00:11:22,067 --> 00:11:24,309 I turned it over, and then it's like coming 309 00:11:24,344 --> 00:11:25,586 out the bottom of the bin, 310 00:11:25,620 --> 00:11:27,481 and then I got to start mopping it all over. 311 00:11:27,517 --> 00:11:29,481 This is like a bad routine. 312 00:11:29,517 --> 00:11:31,309 But is that going to leak through the whole mall? 313 00:11:31,344 --> 00:11:33,379 - It might. - Okay. 314 00:11:33,413 --> 00:11:34,724 This job is hard enough 315 00:11:34,758 --> 00:11:37,413 without having equipment that's failing and leaking. 316 00:11:37,447 --> 00:11:39,309 - Okay. - Whoo! 317 00:11:39,344 --> 00:11:41,895 But when we need new equipment, that needs to get to my desk. 318 00:11:41,931 --> 00:11:43,965 - Turn it around. 319 00:11:44,000 --> 00:11:45,724 Ken has done a great job, 320 00:11:45,758 --> 00:11:47,861 but he hasn't seen anything yet. 321 00:11:47,895 --> 00:11:50,344 That's just the tip of the iceberg. 322 00:11:50,379 --> 00:11:55,447 [upbeat rock music] 323 00:11:55,481 --> 00:11:56,895 Grab one of these masks. 324 00:11:56,931 --> 00:11:57,895 - Okay. 325 00:11:57,931 --> 00:11:59,551 ♪ 326 00:11:59,586 --> 00:12:02,481 - So we're gonna clean a bio, which is human waste. 327 00:12:02,517 --> 00:12:04,413 - Right. - Feces, vomit. 328 00:12:04,447 --> 00:12:05,895 - Okay. 329 00:12:05,931 --> 00:12:07,344 [soft music] 330 00:12:07,379 --> 00:12:10,102 I'm not excited about cleaning up biohazard 331 00:12:10,136 --> 00:12:11,793 or whatever she's calling it. 332 00:12:11,826 --> 00:12:12,895 This sounds awful. 333 00:12:12,931 --> 00:12:15,033 - That's urine. - Okay. 334 00:12:15,067 --> 00:12:20,965 - Some people like to use the street as a restroom. 335 00:12:21,000 --> 00:12:22,206 This is bleach. 336 00:12:22,240 --> 00:12:24,413 - I'm just amazed that people would do that. 337 00:12:24,447 --> 00:12:27,344 I'm thinking this is pretty disgusting. 338 00:12:27,379 --> 00:12:28,517 We're mopping up urine. 339 00:12:28,551 --> 00:12:29,793 ♪ 340 00:12:29,826 --> 00:12:31,206 Yup. 341 00:12:31,240 --> 00:12:32,724 This biowaste seems 342 00:12:32,758 --> 00:12:34,620 to take up a little bit more of an area 343 00:12:34,654 --> 00:12:36,413 than anybody would ever think. 344 00:12:36,447 --> 00:12:39,033 - This is urine, so right where your foot is. 345 00:12:39,067 --> 00:12:40,620 - Oh, great. 346 00:12:40,654 --> 00:12:43,931 I really feel for people that are doing this every day. 347 00:12:43,965 --> 00:12:45,481 ♪ 348 00:12:45,517 --> 00:12:47,517 - So we're done for the day. - Let's go. 349 00:12:47,551 --> 00:12:49,033 - So let's go. 350 00:12:49,067 --> 00:12:50,586 ♪ 351 00:12:50,620 --> 00:12:52,654 And we'll just park it right over here. 352 00:12:52,688 --> 00:12:54,172 ♪ 353 00:12:54,206 --> 00:12:55,965 - Tell me a little about yourself. 354 00:12:56,000 --> 00:12:57,861 How did you end up in Las Vegas? 355 00:12:57,895 --> 00:13:00,551 - My dad was in the Navy. 356 00:13:00,586 --> 00:13:04,172 So we moved around a lot until we moved to Hawaii. 357 00:13:04,206 --> 00:13:05,861 Hawaii was my home. 358 00:13:05,895 --> 00:13:07,895 The weather was beautiful, the beaches, everything. 359 00:13:07,931 --> 00:13:09,413 And we came here-- - When was that? 360 00:13:09,447 --> 00:13:13,033 - That was in 1973. - Oh, wow, okay. 361 00:13:13,067 --> 00:13:15,033 - Yeah. And I've been married 40 years. 362 00:13:15,067 --> 00:13:17,481 - Wow, and does he work? - No. 363 00:13:17,517 --> 00:13:20,102 My husband has leukemia now. 364 00:13:20,136 --> 00:13:21,102 - Oh, my God. - Yeah. 365 00:13:21,136 --> 00:13:23,206 We always try to stay positive. 366 00:13:23,240 --> 00:13:24,861 ♪ 367 00:13:24,895 --> 00:13:26,861 Every time I talk about this--but it's good 368 00:13:26,895 --> 00:13:28,033 to talk about it. 369 00:13:28,067 --> 00:13:29,586 - I'm sorry. 370 00:13:29,620 --> 00:13:31,240 ♪ 371 00:13:31,274 --> 00:13:33,033 When Emmie told me about her husband, 372 00:13:33,067 --> 00:13:35,102 I was so upset to hear that he's ill, 373 00:13:35,136 --> 00:13:37,067 and her positivity is so overwhelming, 374 00:13:37,102 --> 00:13:39,033 but yet she's going through so much. 375 00:13:39,067 --> 00:13:41,172 - My husband, I want to take him to Hawaii. 376 00:13:41,206 --> 00:13:43,206 He's never been. That's my dream. 377 00:13:43,240 --> 00:13:44,793 Maybe one day I'll hit the lottery. 378 00:13:44,826 --> 00:13:46,344 Who knows? - Yeah. 379 00:13:46,379 --> 00:13:47,688 - [laughs] 380 00:13:47,724 --> 00:13:49,206 - It's hard to see people go 381 00:13:49,240 --> 00:13:51,551 through the struggles that she's going through right now. 382 00:13:51,586 --> 00:13:53,758 I want to make sure the company's there for her. 383 00:13:53,793 --> 00:13:55,000 Thank you so much. 384 00:13:55,033 --> 00:13:56,551 - Good luck. - I appreciate your time. 385 00:13:56,586 --> 00:13:58,309 - Thank you for your hard work today. 386 00:13:58,344 --> 00:14:00,895 - I really enjoyed working with Emmie, 387 00:14:00,931 --> 00:14:02,895 but I discovered problems with equipment 388 00:14:02,931 --> 00:14:05,826 I would never have known about if I hadn't gone undercover, 389 00:14:05,861 --> 00:14:09,102 and I need to make sure all our people have the tools 390 00:14:09,136 --> 00:14:10,895 they need to do their jobs. 391 00:14:10,931 --> 00:14:14,620 ♪ 392 00:14:14,654 --> 00:14:16,379 [upbeat rock music] 393 00:14:16,413 --> 00:14:18,309 It's 1:30 a.m., 394 00:14:18,344 --> 00:14:21,586 and my workday has never begun this late at night. 395 00:14:21,620 --> 00:14:24,931 ♪ 396 00:14:24,965 --> 00:14:28,067 Having discovered problems in our custodial department, 397 00:14:28,102 --> 00:14:29,447 I'm hoping things are better 398 00:14:29,481 --> 00:14:31,931 for our highly skilled technicians. 399 00:14:31,965 --> 00:14:34,481 They're crucial to keeping our attractions running. 400 00:14:34,517 --> 00:14:37,172 Part of the reason people come to Fremont Street Experience 401 00:14:37,206 --> 00:14:38,965 is the world's greatest canopy. 402 00:14:39,000 --> 00:14:40,413 ♪ 403 00:14:40,447 --> 00:14:44,102 It costs $50 million, has 50 million LED lights, 404 00:14:44,136 --> 00:14:47,688 and it provides 24-7 entertainment to our visitors. 405 00:14:47,724 --> 00:14:50,274 Today I'm working with Ronald, who is the assistant manager 406 00:14:50,309 --> 00:14:53,206 of the attractions maintenance department 407 00:14:53,240 --> 00:14:55,758 because if there are issues, I need to know about them. 408 00:14:55,793 --> 00:14:56,758 ♪ 409 00:14:56,793 --> 00:14:59,758 [soft music] 410 00:14:59,793 --> 00:15:02,033 ♪ 411 00:15:02,067 --> 00:15:03,861 Hello. I'm here to see Ronald. 412 00:15:03,895 --> 00:15:05,309 - I'm Ron. - Ken. 413 00:15:05,344 --> 00:15:06,620 - Ken, how are you? - Good. 414 00:15:06,654 --> 00:15:09,206 I'm here to follow you around for the day. 415 00:15:09,240 --> 00:15:11,033 - All right. What's your background? 416 00:15:11,067 --> 00:15:12,861 - Well, I worked at a summer camp, 417 00:15:12,895 --> 00:15:17,067 and the last two years, summer camps have been closed. 418 00:15:17,102 --> 00:15:19,379 So I'm looking for a new job and trying out 419 00:15:19,413 --> 00:15:22,136 all the different things Fremont Street might have. 420 00:15:22,172 --> 00:15:24,033 - Well, great. There'll be a lot to learn. 421 00:15:24,067 --> 00:15:27,033 And we're going to be going up on the canopy today. 422 00:15:27,067 --> 00:15:28,344 We get a lot of debris, 423 00:15:28,379 --> 00:15:29,861 so we'll be walking on the canopy, 424 00:15:29,895 --> 00:15:31,931 looking for some of that trash and making sure 425 00:15:31,965 --> 00:15:35,067 that it's cleared and safe for everybody down below. 426 00:15:35,102 --> 00:15:36,206 - Okay. 427 00:15:36,240 --> 00:15:37,895 - So I got to get you in a uniform. 428 00:15:37,931 --> 00:15:39,517 You're not afraid of heights, right? 429 00:15:39,551 --> 00:15:42,309 - Oh, I'm a little afraid of heights. 430 00:15:42,344 --> 00:15:44,688 - Okay, I had a guy up there once before 431 00:15:44,724 --> 00:15:46,724 that actually froze in a position 432 00:15:46,758 --> 00:15:48,102 where his hands were up top. 433 00:15:48,136 --> 00:15:51,344 I had to walk him through being able to make a step. 434 00:15:51,379 --> 00:15:52,447 ♪ 435 00:15:52,481 --> 00:15:54,586 - Well, hope I'm better than that. 436 00:15:54,620 --> 00:15:56,620 - When I first saw Ken, he looked a little, 437 00:15:56,654 --> 00:15:58,172 maybe too nerdy, 438 00:15:58,206 --> 00:16:01,000 not like the physical person for climbing and so forth. 439 00:16:01,033 --> 00:16:02,344 Can you bend like this? 440 00:16:02,379 --> 00:16:03,758 It's not for everybody. 441 00:16:03,793 --> 00:16:05,413 There's a good chance that he may get a little weak 442 00:16:05,447 --> 00:16:07,000 at the knees. 443 00:16:07,033 --> 00:16:08,826 ♪ 444 00:16:08,861 --> 00:16:10,586 Do you think you're ready for this? 445 00:16:10,620 --> 00:16:12,447 - Let's do it. 446 00:16:12,481 --> 00:16:14,206 I'm real nervous about going up on the canopy. 447 00:16:14,240 --> 00:16:16,413 I've never climbed that high in my life. 448 00:16:16,447 --> 00:16:18,931 - Take these. There's a flashlight in there. 449 00:16:18,965 --> 00:16:20,067 - Okay. 450 00:16:20,102 --> 00:16:21,136 And I have no idea what's going on 451 00:16:21,172 --> 00:16:22,826 with these clips and all these harnesses. 452 00:16:22,861 --> 00:16:25,895 So a lot of trepidation and fear. 453 00:16:25,931 --> 00:16:28,413 This is not my normal day. 454 00:16:28,447 --> 00:16:30,000 How high does this go? 455 00:16:30,033 --> 00:16:32,447 - To get up to the platform, we got to go about 85 feet up, 456 00:16:32,481 --> 00:16:34,240 and then we'll be free climbing 457 00:16:34,274 --> 00:16:37,240 the rest of the way to about 100 feet. 458 00:16:37,274 --> 00:16:38,758 ♪ 459 00:16:38,793 --> 00:16:41,861 - A little nervous, but my life is in your hands. 460 00:16:41,895 --> 00:16:43,240 - Go on the far side. 461 00:16:43,274 --> 00:16:45,344 Try to keep at least one to two-hand contact 462 00:16:45,379 --> 00:16:47,240 at all the time when you're climbing. 463 00:16:47,274 --> 00:16:49,481 And then you got to hook into here. 464 00:16:49,517 --> 00:16:51,826 There you go. - Great, thank you. 465 00:16:51,861 --> 00:16:53,309 - Power it up. 466 00:16:53,344 --> 00:16:56,586 All right, so yes. You should be good. 467 00:16:56,620 --> 00:16:59,895 He seemed like he was a little shaky, very shaky. 468 00:16:59,931 --> 00:17:01,344 You look a little nervous. 469 00:17:01,379 --> 00:17:04,413 - I'm feeling way outside of my comfort zone 470 00:17:04,448 --> 00:17:05,862 right this moment. 471 00:17:05,895 --> 00:17:07,067 [dramatic music] 472 00:17:07,103 --> 00:17:08,275 Oh, crap. 473 00:17:08,309 --> 00:17:10,205 Okay, okay, okay. 474 00:17:10,240 --> 00:17:12,517 ♪ 475 00:17:12,550 --> 00:17:14,481 - So we're going to climb out on this railing. 476 00:17:14,517 --> 00:17:16,344 This could be a little hairy for you. 477 00:17:16,378 --> 00:17:17,550 Now open the gate. 478 00:17:17,586 --> 00:17:19,964 I'm going to hook onto this rail. 479 00:17:20,000 --> 00:17:21,689 Basically, I'm just gonna walk right out. 480 00:17:21,723 --> 00:17:23,000 - Oh, my God. 481 00:17:23,034 --> 00:17:24,275 - Go ahead and now hook your other one into here. 482 00:17:24,309 --> 00:17:25,931 Watch your fingers. 483 00:17:25,964 --> 00:17:27,654 - Starting to freak out a little. 484 00:17:27,689 --> 00:17:28,931 - Stepladder it out. 485 00:17:28,964 --> 00:17:30,619 - Oh, crap. 486 00:17:30,654 --> 00:17:32,792 Whoa. Holy [...]. 487 00:17:32,826 --> 00:17:35,550 ♪ 488 00:17:39,517 --> 00:17:43,172 [dramatic music] 489 00:17:43,205 --> 00:17:44,481 - Okay, okay. 490 00:17:44,517 --> 00:17:47,240 I'm undercover with assistant maintenance manager, Ron. 491 00:17:47,275 --> 00:17:48,792 - Stepladder it out. 492 00:17:48,826 --> 00:17:50,378 - Oh, crap. 493 00:17:50,413 --> 00:17:54,136 And we're about to clear trash 100 feet above the ground. 494 00:17:54,172 --> 00:17:57,619 Whoa, okay, okay. I am nervous. 495 00:17:57,654 --> 00:17:59,000 - I'll keep you safe. 496 00:17:59,034 --> 00:18:00,586 - Despite being latched in, 497 00:18:00,619 --> 00:18:02,240 you can't help to think you're going to fall through 498 00:18:02,275 --> 00:18:04,103 and end up on Fremont Street. 499 00:18:04,136 --> 00:18:06,448 - Let's hook you up. Right to there. 500 00:18:06,481 --> 00:18:08,240 This rope's going to come with you. 501 00:18:08,275 --> 00:18:09,862 And when you get to the top, 502 00:18:09,895 --> 00:18:12,034 you'll hook into another lifeline like this one. 503 00:18:12,067 --> 00:18:13,136 - Okay. 504 00:18:13,172 --> 00:18:14,136 - And then we'll be able to walk farther 505 00:18:14,172 --> 00:18:15,205 down the other way. 506 00:18:15,240 --> 00:18:17,931 [soft music] 507 00:18:17,964 --> 00:18:19,826 Look at that. He's already going without me. 508 00:18:19,862 --> 00:18:21,826 - Oh, my God. My heart is beating. 509 00:18:21,862 --> 00:18:24,034 I've never climbed even a jungle gym in my life. 510 00:18:24,067 --> 00:18:29,034 So to be 100 feet above Fremont Street, wow. 511 00:18:29,067 --> 00:18:30,034 Whoo. 512 00:18:30,067 --> 00:18:31,309 - You're doing good. 513 00:18:31,344 --> 00:18:32,586 There you go. 514 00:18:32,619 --> 00:18:35,240 Stand on there and bring the other foot through. 515 00:18:35,275 --> 00:18:36,792 - Okay. 516 00:18:36,826 --> 00:18:38,723 - And then just continue on your way. 517 00:18:38,758 --> 00:18:39,862 - Okay. 518 00:18:39,895 --> 00:18:41,275 - We're going to go get that trash. 519 00:18:41,309 --> 00:18:42,792 - Let's go do it. 520 00:18:42,826 --> 00:18:45,067 - See, I already found a dirty towel. 521 00:18:45,103 --> 00:18:47,172 There's a glove right there. We can pick that up. 522 00:18:47,205 --> 00:18:48,723 - I'll get that one. 523 00:18:48,758 --> 00:18:50,792 - So the importance of what we're doing is we got thousands 524 00:18:50,826 --> 00:18:53,067 of people down below on a daily basis. 525 00:18:53,103 --> 00:18:55,205 If we have stuff that could fall, 526 00:18:55,240 --> 00:18:58,205 we do not want it to go down on top of the people. 527 00:18:58,240 --> 00:19:00,550 - We got it. - All right. 528 00:19:00,586 --> 00:19:03,103 Now here's a big piece of glass I need to pick up. 529 00:19:03,136 --> 00:19:04,344 Look at that. 530 00:19:04,378 --> 00:19:05,826 Up in front there, you'll see a can. 531 00:19:05,862 --> 00:19:07,586 - I see that. We got this. 532 00:19:07,619 --> 00:19:09,862 We got this. Oh, my God. 533 00:19:09,895 --> 00:19:12,654 - And then try to one-step all the way down. 534 00:19:12,689 --> 00:19:15,240 We find all sorts of things up here from purses, 535 00:19:15,275 --> 00:19:18,964 food being thrown out, clothing, all sorts of stuff. 536 00:19:19,000 --> 00:19:20,205 - Hey. - Here, I'll take it. 537 00:19:20,240 --> 00:19:23,275 - This trash picking is not a fun job for me. 538 00:19:23,309 --> 00:19:24,689 - Look, there's trash down there. 539 00:19:24,723 --> 00:19:26,517 Do you want a challenge? Do you want to go get it? 540 00:19:26,550 --> 00:19:28,826 - I'd rather get the next piece, to be honest. 541 00:19:28,862 --> 00:19:30,517 - You got it, you got it. 542 00:19:30,550 --> 00:19:32,586 - Wow, oh, my Lord. 543 00:19:32,619 --> 00:19:34,895 Whoo. 544 00:19:34,931 --> 00:19:36,550 - There it is. - Nice. 545 00:19:36,586 --> 00:19:37,862 - One of the worst things I found 546 00:19:37,895 --> 00:19:40,000 was a diaper that was filled. 547 00:19:40,034 --> 00:19:41,826 - Oh, how would that get up here? 548 00:19:41,862 --> 00:19:44,240 - Generally, this trash comes from people 549 00:19:44,275 --> 00:19:48,034 throwing stuff out the windows. 550 00:19:48,067 --> 00:19:50,275 Mostly comes from guests from the hotels. 551 00:19:50,309 --> 00:19:53,517 I'd love for the casino to screw their windows shut. 552 00:19:53,550 --> 00:19:55,034 - You ever talked to them before? 553 00:19:55,067 --> 00:19:58,550 - I bagged the trash and gave it to risk management, 554 00:19:58,586 --> 00:20:01,136 and it was their job to talk to them about it. 555 00:20:01,172 --> 00:20:03,103 So yeah. - Okay. 556 00:20:03,136 --> 00:20:05,034 I'm going to talk to the owner of the hotel 557 00:20:05,067 --> 00:20:07,034 and find out why those windows still open. 558 00:20:07,067 --> 00:20:08,517 The ability to throw trash 559 00:20:08,550 --> 00:20:11,723 on our $50 million investment is ludicrous. 560 00:20:11,758 --> 00:20:14,689 So I'm going to talk to that hotel owner right away. 561 00:20:14,723 --> 00:20:15,964 [upbeat music] 562 00:20:16,000 --> 00:20:17,586 How long have you worked here, Ron? 563 00:20:17,619 --> 00:20:19,964 - I've been here since 1995. 564 00:20:20,000 --> 00:20:22,136 Since COVID, they combined two departments. 565 00:20:22,172 --> 00:20:25,309 They've put this canopy department here 566 00:20:25,344 --> 00:20:27,413 under the umbrella of the entertainment, 567 00:20:27,448 --> 00:20:29,034 like the rides. 568 00:20:29,067 --> 00:20:33,619 So my pay got cut. And I was blindsided. 569 00:20:33,654 --> 00:20:38,895 I'm like 18 years I give you, and you don't even consult me. 570 00:20:38,931 --> 00:20:39,964 [dramatic music] 571 00:20:40,000 --> 00:20:42,034 I'm proud of this product, 572 00:20:42,067 --> 00:20:43,481 which is the Fremont Street Experience. 573 00:20:43,517 --> 00:20:45,689 This is a product that I believe in, 574 00:20:45,723 --> 00:20:48,826 that I've lived now 25 years for. 575 00:20:48,862 --> 00:20:52,550 And that was a pretty, pretty big blow. 576 00:20:52,586 --> 00:20:55,378 For that, I'm not as trusting of the company anymore 577 00:20:55,413 --> 00:20:57,931 because I don't believe the company values me 578 00:20:57,964 --> 00:20:59,344 the way they used to. 579 00:20:59,378 --> 00:21:00,689 ♪ 580 00:21:00,723 --> 00:21:02,172 - Ron, after all these years, 581 00:21:02,205 --> 00:21:04,964 feels devalued and underappreciated. 582 00:21:05,000 --> 00:21:06,448 Yeah, it's really difficult to see 583 00:21:06,481 --> 00:21:09,103 because somebody who's so committed to the Street 584 00:21:09,136 --> 00:21:10,826 who feels so slighted, 585 00:21:10,862 --> 00:21:13,517 it doesn't make for a great work environment for them 586 00:21:13,550 --> 00:21:15,067 or for their people. 587 00:21:15,103 --> 00:21:18,689 - I think we need to head back. We're finished up up here. 588 00:21:18,723 --> 00:21:21,172 - If I've been in the same position for 18 years, 589 00:21:21,205 --> 00:21:22,758 and I had to take in a pay cut, 590 00:21:22,792 --> 00:21:24,689 that would make me look for other employment. 591 00:21:24,723 --> 00:21:26,448 And that makes me really concerned. 592 00:21:26,481 --> 00:21:28,964 [upbeat music] 593 00:21:29,000 --> 00:21:30,344 - All right, we're going to take care 594 00:21:30,378 --> 00:21:32,034 of the underside of the canopy with the visual part. 595 00:21:32,067 --> 00:21:34,103 The panels that are out right there, 596 00:21:34,136 --> 00:21:35,723 that's probably a power supply. 597 00:21:35,758 --> 00:21:37,205 And that's what we're going to work on next. 598 00:21:37,240 --> 00:21:40,136 - Lucky that I'm getting the hang of heights now. 599 00:21:40,172 --> 00:21:41,344 - We gotta try to get this done 600 00:21:41,378 --> 00:21:42,826 before too many people get out here. 601 00:21:42,862 --> 00:21:43,826 - Right. 602 00:21:43,862 --> 00:21:45,034 - We'll use our ground spotter 603 00:21:45,067 --> 00:21:47,172 to navigate people away from the lift 604 00:21:47,205 --> 00:21:48,448 as we're going up in the air. 605 00:21:48,481 --> 00:21:49,826 ♪ 606 00:21:49,862 --> 00:21:52,000 We have a control 607 00:21:52,034 --> 00:21:57,034 that allows me to change the pattern to a test pattern. 608 00:21:57,067 --> 00:21:58,826 There you go. - Nice. 609 00:21:58,862 --> 00:22:00,413 - Now I'm going to use the lift articulation 610 00:22:00,448 --> 00:22:01,481 to get me to that problem. 611 00:22:01,517 --> 00:22:02,964 ♪ 612 00:22:04,964 --> 00:22:06,067 This is where I need to be. 613 00:22:06,103 --> 00:22:07,481 I need to remove both of these panels 614 00:22:07,517 --> 00:22:09,034 to get to this power supply. 615 00:22:09,067 --> 00:22:10,309 - Okay. 616 00:22:10,344 --> 00:22:11,862 [soft music] 617 00:22:11,895 --> 00:22:13,275 - And I'm just going to take it out like this. 618 00:22:13,309 --> 00:22:14,413 I got it. - Right. 619 00:22:14,448 --> 00:22:16,413 - Unplug it, take the safety off, 620 00:22:16,448 --> 00:22:18,136 pull the panel out. 621 00:22:18,172 --> 00:22:21,034 And the first thing we do is check the fuse. 622 00:22:21,067 --> 00:22:24,275 - Working with Ron today, I feel really proud to know 623 00:22:24,309 --> 00:22:26,758 that he takes pride in Fremont Street. 624 00:22:26,792 --> 00:22:27,895 - So now I'm going to plug it in. 625 00:22:27,931 --> 00:22:30,862 Look at that. This one was just a fuse. 626 00:22:30,895 --> 00:22:33,758 - And being up here makes me realize how hard Ron 627 00:22:33,792 --> 00:22:36,344 and his team have to work to keep this canopy going. 628 00:22:36,378 --> 00:22:38,067 - What I like to do is I like to lean it up here, 629 00:22:38,103 --> 00:22:40,240 so it's bracing it, and then grab it here. 630 00:22:40,275 --> 00:22:42,172 So I've got a good grip on it. 631 00:22:42,205 --> 00:22:44,240 Okay. 632 00:22:44,275 --> 00:22:45,723 - There we go. - There you go. 633 00:22:45,758 --> 00:22:48,136 - Sweet. - Yep, there you go. 634 00:22:48,172 --> 00:22:50,862 - Well, this is incredible, I mean, being up here, 635 00:22:50,895 --> 00:22:53,000 and seeing the amount of work you guys do, 636 00:22:53,034 --> 00:22:54,826 and looking around, there's so much. 637 00:22:54,862 --> 00:22:56,619 - Yes, yeah, me and my crew's job is 638 00:22:56,654 --> 00:22:59,689 to not disappoint our guests, 639 00:22:59,723 --> 00:23:03,067 but I think my department needs to get appreciated 640 00:23:03,103 --> 00:23:04,413 a little bit more. 641 00:23:04,448 --> 00:23:06,034 And our management, 642 00:23:06,067 --> 00:23:09,586 I don't think they appreciate what we have to do 643 00:23:09,619 --> 00:23:12,240 to make sure that they don't have any flaws in our show. 644 00:23:12,275 --> 00:23:14,344 Partly I think because we make it look easy. 645 00:23:14,378 --> 00:23:15,862 Okay? But it's not. 646 00:23:15,895 --> 00:23:17,723 - Ron has an extremely hard job. 647 00:23:17,758 --> 00:23:20,000 I need to make sure he and his team are happy. 648 00:23:20,034 --> 00:23:21,586 - We're done for the day. 649 00:23:21,619 --> 00:23:23,654 And then we'll get back at it tomorrow 650 00:23:23,689 --> 00:23:25,723 and fix more problems. 651 00:23:25,758 --> 00:23:27,964 - One of my primary goals is to make the culture 652 00:23:28,000 --> 00:23:30,067 of Fremont Street a great place to work, 653 00:23:30,103 --> 00:23:32,517 but Ron feels the exact opposite. 654 00:23:32,550 --> 00:23:34,344 - That's the end of our journey. 655 00:23:34,378 --> 00:23:35,517 - Awesome. 656 00:23:35,550 --> 00:23:37,413 As CEO, if Ron and his team 657 00:23:37,448 --> 00:23:40,344 feel unappreciated, that's my responsibility. 658 00:23:40,378 --> 00:23:42,481 Thank you for your time. I appreciate it. 659 00:23:42,517 --> 00:23:43,931 - You got it. 660 00:23:43,964 --> 00:23:45,240 - And that's something I intend to address. 661 00:23:45,275 --> 00:23:51,275 ♪ 662 00:23:51,309 --> 00:23:55,240 [upbeat music] 663 00:23:55,275 --> 00:23:58,792 Having spent the day on top of our world-famous canopy, 664 00:23:58,826 --> 00:24:00,448 now I'm going to be working on the zip line 665 00:24:00,481 --> 00:24:02,792 that runs directly beneath it. 666 00:24:02,826 --> 00:24:05,862 SlotZilla is one of the top attractions in Las Vegas. 667 00:24:05,895 --> 00:24:07,136 It's the number one thing 668 00:24:07,172 --> 00:24:09,275 that attracts people to Fremont Street. 669 00:24:09,309 --> 00:24:10,654 And it is incredible. 670 00:24:10,689 --> 00:24:12,654 - [screaming] 671 00:24:12,689 --> 00:24:15,448 - That said, we currently have 42 employees. 672 00:24:15,481 --> 00:24:16,931 We need 86. 673 00:24:16,964 --> 00:24:19,723 So we've been forced to close the lower zip line. 674 00:24:19,758 --> 00:24:23,034 This is costing us over $600,000 per month 675 00:24:23,067 --> 00:24:24,964 in lost sales. 676 00:24:25,000 --> 00:24:28,448 Since coming on board, I've raised pay by 40%. 677 00:24:28,481 --> 00:24:30,895 I've offered $2,000 bonuses per year 678 00:24:30,931 --> 00:24:32,792 for zip line employees, 679 00:24:32,826 --> 00:24:34,205 but we're still losing staff 680 00:24:34,240 --> 00:24:36,000 as quickly as we can hire them. 681 00:24:36,034 --> 00:24:38,136 Today I'm going to be working with Josephine, 682 00:24:38,172 --> 00:24:39,481 one of the team leads. 683 00:24:39,517 --> 00:24:41,136 I want to use her insight 684 00:24:41,172 --> 00:24:44,517 to figure out how to solve the zip line crisis. 685 00:24:44,550 --> 00:24:47,240 ♪ 686 00:24:47,275 --> 00:24:50,240 [soft music] 687 00:24:50,275 --> 00:24:53,517 ♪ 688 00:24:53,550 --> 00:24:55,723 Looking for Josephine. - Hi, that's me. 689 00:24:55,758 --> 00:24:57,205 - Hi, Ken. - Ken, nice to meet you. 690 00:24:57,240 --> 00:24:58,413 - Nice to meet you. 691 00:24:58,448 --> 00:25:00,136 I understand you might be training me today. 692 00:25:00,172 --> 00:25:02,758 - Yes, sir, have you done manual labor before? 693 00:25:02,792 --> 00:25:04,309 Like, lifting a lot. 694 00:25:04,344 --> 00:25:07,275 - I'm in somewhat okay shape. I can try. 695 00:25:07,309 --> 00:25:08,689 - So here's your uniform. 696 00:25:08,723 --> 00:25:10,344 - Great, thank you. 697 00:25:10,378 --> 00:25:12,654 ♪ 698 00:25:12,689 --> 00:25:14,517 All right. How do I look? 699 00:25:14,550 --> 00:25:18,136 - Oh, look at you. - Do I like a SlotZilla person? 700 00:25:18,172 --> 00:25:20,172 - Yeah, you're gorgeous. - Oh, thank you. 701 00:25:20,205 --> 00:25:22,481 - So we're going to be going to the launch deck next. 702 00:25:22,517 --> 00:25:23,550 - Okay. 703 00:25:23,586 --> 00:25:24,723 - That's where you hook up people 704 00:25:24,758 --> 00:25:26,550 to the ride and send them down. 705 00:25:26,586 --> 00:25:27,689 ♪ 706 00:25:27,723 --> 00:25:29,550 There you go. Yeah, bring it up. 707 00:25:29,586 --> 00:25:30,758 There you go. 708 00:25:30,792 --> 00:25:31,964 ♪ 709 00:25:32,000 --> 00:25:33,136 - Up we go. 710 00:25:33,172 --> 00:25:39,172 ♪ 711 00:25:40,895 --> 00:25:42,172 What are we doing? 712 00:25:42,205 --> 00:25:44,689 - So you see those metal contraptions 713 00:25:44,723 --> 00:25:45,758 on the line right there? 714 00:25:45,792 --> 00:25:47,344 - Right. - Those are called trolleys. 715 00:25:47,378 --> 00:25:49,034 And that's what holds the guests up. 716 00:25:49,067 --> 00:25:51,205 That big door goes down. - Okay. 717 00:25:51,240 --> 00:25:53,895 - The guests are released, and then the operators 718 00:25:53,931 --> 00:25:55,240 put up the next trolley, 719 00:25:55,275 --> 00:25:57,034 and the guests walk in, and then you hook them up. 720 00:25:57,067 --> 00:25:59,205 - How many people go through a night? 721 00:25:59,240 --> 00:26:03,067 - Anywhere between 500 and 1,000. 722 00:26:03,103 --> 00:26:04,344 - A night? - Yeah. 723 00:26:04,378 --> 00:26:06,067 I'm gonna show you what it'll be like. 724 00:26:06,103 --> 00:26:07,205 - Great. 725 00:26:07,240 --> 00:26:10,205 [upbeat music] 726 00:26:10,240 --> 00:26:14,689 ♪ 727 00:26:14,723 --> 00:26:16,172 Wow. 728 00:26:16,205 --> 00:26:19,862 ♪ 729 00:26:19,895 --> 00:26:21,826 Watching Josephine do that kind 730 00:26:21,862 --> 00:26:23,826 of work is just exhilarating. 731 00:26:23,862 --> 00:26:25,067 It's incredible. Wow. 732 00:26:25,103 --> 00:26:28,172 She is just a pro. That was fast. 733 00:26:28,205 --> 00:26:29,172 - All right. You three come on in. 734 00:26:29,205 --> 00:26:30,826 Lay down, please, onto your front. 735 00:26:30,862 --> 00:26:32,172 ♪ 736 00:26:32,205 --> 00:26:33,689 Safety is first. 737 00:26:33,723 --> 00:26:35,792 But speed is second 738 00:26:35,826 --> 00:26:38,103 because you got to keep the ride moving. 739 00:26:38,136 --> 00:26:42,034 ♪ 740 00:26:42,067 --> 00:26:45,964 - So you left hand, right hand. - Left hand, right hand. 741 00:26:46,000 --> 00:26:47,481 - No, no, the other side. 742 00:26:47,517 --> 00:26:49,205 Oh, so up and around, right? 743 00:26:49,240 --> 00:26:50,792 - Yes, so you want to hold this up, 744 00:26:50,826 --> 00:26:52,413 so it keeps it on the line. 745 00:26:52,448 --> 00:26:53,413 - There you go. 746 00:26:53,448 --> 00:26:55,034 - This goes there. 747 00:26:55,067 --> 00:26:57,792 I'm feeling a lot of pressure as I'm trying to get a pin 748 00:26:57,826 --> 00:27:00,136 in a hole and latch something in. 749 00:27:00,172 --> 00:27:02,862 And we get it in there, maybe. 750 00:27:02,895 --> 00:27:06,413 And I am terrible at doing this right now. 751 00:27:06,448 --> 00:27:08,378 Now I'm getting caught by cables. 752 00:27:08,413 --> 00:27:09,862 ♪ 753 00:27:09,895 --> 00:27:12,136 - Watch, watch. Down, twist, open. 754 00:27:12,172 --> 00:27:14,067 - We gotta double check 'em, double check 'em. 755 00:27:14,103 --> 00:27:15,517 - Here we go. 756 00:27:15,550 --> 00:27:20,689 ♪ 757 00:27:20,723 --> 00:27:22,448 - What am I doing wrong? 758 00:27:22,481 --> 00:27:25,862 ♪ 759 00:27:25,895 --> 00:27:27,619 As soon as one person goes off, 760 00:27:27,654 --> 00:27:29,240 the next person is getting connected. 761 00:27:29,275 --> 00:27:30,689 - All right. You three come on in. 762 00:27:30,723 --> 00:27:33,000 - It is hard, and it is relentless. 763 00:27:33,034 --> 00:27:34,344 Now it can't come undone, right? 764 00:27:34,378 --> 00:27:36,103 - Okay. - Come on and lay down. 765 00:27:36,136 --> 00:27:37,862 - You sure that's good? - Yeah, it's good. 766 00:27:37,895 --> 00:27:40,205 - This is just nonstop. There's no time to breathe. 767 00:27:40,240 --> 00:27:41,862 - Yeah, it is, it is. It's very difficult. 768 00:27:41,895 --> 00:27:44,034 - Whoo! - Ahh! 769 00:27:44,067 --> 00:27:46,275 - Right now, we're way behind schedule, right? 770 00:27:46,309 --> 00:27:48,448 - Yeah. 771 00:27:48,481 --> 00:27:49,964 It's just like that, but it's upside down. 772 00:27:50,000 --> 00:27:51,378 - Right, right. 773 00:27:51,413 --> 00:27:53,723 - If you're slow, the line is going to get backed up 774 00:27:53,758 --> 00:27:55,689 to like an hour or two hours. 775 00:27:55,723 --> 00:27:57,205 And if they're backed up over an hour, 776 00:27:57,240 --> 00:27:58,448 they have the right to a refund. 777 00:27:58,481 --> 00:28:01,481 [tense music] 778 00:28:01,517 --> 00:28:03,481 - I think the pressure is getting to me. 779 00:28:03,517 --> 00:28:04,862 Frankly, it's overwhelming. 780 00:28:04,895 --> 00:28:05,895 I'm terrible at this. 781 00:28:05,931 --> 00:28:06,895 - Don't let it get to you. 782 00:28:06,931 --> 00:28:08,034 Don't let it get to you. 783 00:28:08,067 --> 00:28:09,172 ♪ 784 00:28:09,205 --> 00:28:11,172 Up, turn. 785 00:28:11,205 --> 00:28:13,413 - I don't know what my problem is. 786 00:28:13,448 --> 00:28:14,758 The line is backing up. 787 00:28:14,792 --> 00:28:16,654 - You can lay down there, please. 788 00:28:16,689 --> 00:28:18,550 - Customers are losing their patience. 789 00:28:18,586 --> 00:28:19,862 I'm too slow. 790 00:28:19,895 --> 00:28:21,378 I either get good at this real quick, 791 00:28:21,413 --> 00:28:23,172 or I'm throwing in the towel. 792 00:28:23,205 --> 00:28:24,758 Hold on. - Other way, other way. 793 00:28:24,792 --> 00:28:26,619 - I'm just gonna lose it soon. 794 00:28:26,654 --> 00:28:28,826 ♪ 795 00:28:33,862 --> 00:28:37,517 [dramatic music] 796 00:28:37,550 --> 00:28:39,034 - [screaming] 797 00:28:39,067 --> 00:28:40,826 - I'm working undercover on our zip line 798 00:28:40,862 --> 00:28:43,550 launch platform with team lead Josephine. 799 00:28:43,586 --> 00:28:45,136 ♪ 800 00:28:45,172 --> 00:28:47,034 Wow. This is relentless, isn't it? 801 00:28:47,067 --> 00:28:49,309 Right now, we're behind schedule, right? 802 00:28:49,344 --> 00:28:50,413 - Yeah. 803 00:28:50,448 --> 00:28:51,654 - Being CEO is high pressure... 804 00:28:51,689 --> 00:28:53,931 I don't know what my problem is with these. 805 00:28:53,964 --> 00:28:55,378 But this is next level. 806 00:28:55,413 --> 00:28:57,792 I'm ready to be replaced right now. 807 00:28:57,826 --> 00:28:59,034 I'm going to need a second. 808 00:28:59,067 --> 00:29:00,517 - All right, so come on. 809 00:29:00,550 --> 00:29:02,758 - Get ready, and three, two, one! 810 00:29:02,792 --> 00:29:05,034 ♪ 811 00:29:05,067 --> 00:29:06,689 You did really good. I know it was a little fast. 812 00:29:06,723 --> 00:29:07,689 And you felt a little overwhelmed. 813 00:29:07,723 --> 00:29:09,034 - Yeah. 814 00:29:09,067 --> 00:29:10,240 - But don't be too hard on yourself. 815 00:29:10,275 --> 00:29:12,378 - So that was rough. That was like nonstop. 816 00:29:12,413 --> 00:29:13,413 - Well, let me show you what's next. 817 00:29:13,448 --> 00:29:14,413 - All right. - Let's go. 818 00:29:14,448 --> 00:29:17,413 [upbeat music] 819 00:29:17,448 --> 00:29:23,275 ♪ 820 00:29:23,309 --> 00:29:24,862 So we're going to run. 821 00:29:24,895 --> 00:29:28,378 Running means that we are taking all that equipment 822 00:29:28,413 --> 00:29:30,172 from after they land, right? 823 00:29:30,205 --> 00:29:32,034 The trolleys, the harnesses 824 00:29:32,067 --> 00:29:34,103 that the guests were wearing back to the launch deck. 825 00:29:34,136 --> 00:29:35,550 - Right. 826 00:29:35,586 --> 00:29:36,862 - This is the most physically demanding position. 827 00:29:36,895 --> 00:29:39,378 - Oh, okay. - So just do what I do, okay? 828 00:29:39,413 --> 00:29:40,517 - Okay, I'll try. 829 00:29:40,550 --> 00:29:41,931 ♪ 830 00:29:41,964 --> 00:29:43,034 - Come on up. 831 00:29:43,067 --> 00:29:45,103 Right here. - Okay. 832 00:29:45,136 --> 00:29:46,723 - Carry the equipment on your arms. 833 00:29:46,758 --> 00:29:48,034 - Okay. 834 00:29:48,067 --> 00:29:49,550 ♪ 835 00:29:49,586 --> 00:29:51,034 Oh, my Lord. - One more. 836 00:29:51,067 --> 00:29:54,517 ♪ 837 00:29:54,550 --> 00:29:55,689 - Then put it right here. 838 00:29:55,723 --> 00:29:57,448 ♪ 839 00:29:57,481 --> 00:29:58,964 - There we go. 840 00:29:59,000 --> 00:30:02,413 I have never done a job this taxing on your body. 841 00:30:02,448 --> 00:30:04,862 First, I have to pick up trolleys, 842 00:30:04,895 --> 00:30:06,826 which are 25 pounds each. 843 00:30:06,862 --> 00:30:08,172 Oh, that didn't go good. 844 00:30:08,205 --> 00:30:09,481 Little caught here. 845 00:30:09,517 --> 00:30:11,723 Once I did that, I thought, okay, I'm done. 846 00:30:11,758 --> 00:30:13,517 But then Josephine said, let's go run upstairs 847 00:30:13,550 --> 00:30:15,034 and go pick up harnesses. 848 00:30:15,067 --> 00:30:16,172 - All right, so come on. 849 00:30:16,205 --> 00:30:17,689 - Oh, I got to go back straight up here? 850 00:30:17,723 --> 00:30:19,275 Whoo. 851 00:30:19,309 --> 00:30:22,136 - You go all the way back to your shoulders. 852 00:30:22,172 --> 00:30:23,275 Okay. 853 00:30:23,309 --> 00:30:25,481 This job is grueling, demanding, 854 00:30:25,517 --> 00:30:27,067 I'm in a lot of pain, 855 00:30:27,103 --> 00:30:30,378 and overall something I don't want to do again. 856 00:30:30,413 --> 00:30:33,172 - How are you doing? Are you okay? 857 00:30:33,205 --> 00:30:35,136 - [groans] 858 00:30:35,172 --> 00:30:37,517 That's brutal. - It's a lot of physical labor. 859 00:30:37,550 --> 00:30:39,205 Like, it's a lot of muscle pain and stuff like that 860 00:30:39,240 --> 00:30:40,344 if you don't take care of your body. 861 00:30:40,378 --> 00:30:43,034 - Do a lot of people not make it? 862 00:30:43,067 --> 00:30:45,550 - Yeah, a lot of people do quit because they can't handle it. 863 00:30:45,586 --> 00:30:46,895 - Right. 864 00:30:46,931 --> 00:30:48,205 - Usually, the people who leave, 865 00:30:48,240 --> 00:30:50,481 they're like, "My legs hurt, and I can't do this. 866 00:30:50,517 --> 00:30:52,034 "And I can't carry it. It's too much. 867 00:30:52,067 --> 00:30:53,517 And it's not worth it." And then they leave. 868 00:30:53,550 --> 00:30:55,448 So usually running is what makes people leave. 869 00:30:55,481 --> 00:30:56,792 - Right. 870 00:30:56,826 --> 00:30:58,964 I can see why people may not want to stay 871 00:30:59,000 --> 00:31:01,448 and why people might understand real quickly 872 00:31:01,481 --> 00:31:03,000 this is not the job for them. 873 00:31:03,034 --> 00:31:05,413 So I need to come up with a solution 874 00:31:05,448 --> 00:31:07,067 to make this job easier for people 875 00:31:07,103 --> 00:31:08,378 because at the end of the day, 876 00:31:08,413 --> 00:31:11,205 we can't afford the turnover we've been facing. 877 00:31:11,240 --> 00:31:14,103 There's gotta be a better way of doing this. 878 00:31:14,136 --> 00:31:16,619 What a day that was, whoo. - [laughs] 879 00:31:16,654 --> 00:31:19,000 - You did really, really good for your first day. 880 00:31:19,034 --> 00:31:20,344 - You were such a great teacher. 881 00:31:20,378 --> 00:31:21,826 - Thank you so much. 882 00:31:21,862 --> 00:31:23,792 - Did you start as a lead, or you moved up? 883 00:31:23,826 --> 00:31:25,309 - It took me ten months to get lead, 884 00:31:25,344 --> 00:31:28,067 and I think I'm one of two trans people 885 00:31:28,103 --> 00:31:29,240 who's ever worked at SlotZilla. 886 00:31:29,275 --> 00:31:30,517 I'm the first trans lead though, 887 00:31:30,550 --> 00:31:31,586 which is pretty cool. 888 00:31:31,619 --> 00:31:33,309 - Congratulations. - Representation. 889 00:31:33,344 --> 00:31:35,344 - There you go. Congratulations. 890 00:31:35,378 --> 00:31:38,034 As a trans woman and being on the team, 891 00:31:38,067 --> 00:31:40,413 did you find the team was accepting? 892 00:31:40,448 --> 00:31:43,344 - Sometimes they're not as understanding 893 00:31:43,378 --> 00:31:45,378 as I want them to be. 894 00:31:45,413 --> 00:31:46,931 I've been medically transitioning 895 00:31:46,964 --> 00:31:48,758 since January of 2020 896 00:31:48,792 --> 00:31:52,448 and socially transitioning since 2013 or 14. 897 00:31:52,481 --> 00:31:54,000 - Wow. 898 00:31:54,034 --> 00:31:56,654 - So the hardest days I've had here are 899 00:31:56,689 --> 00:32:00,448 when I'm misgendered so many times by the guests 900 00:32:00,481 --> 00:32:01,792 that it weighs on me, 901 00:32:01,826 --> 00:32:03,378 and then I start thinking, like, I hate my body. 902 00:32:03,413 --> 00:32:05,517 I hate this, I hate this. And I just spiral. 903 00:32:05,550 --> 00:32:07,034 - Right. 904 00:32:07,067 --> 00:32:08,517 - There've been days when I've cried in the break room 905 00:32:08,550 --> 00:32:11,550 because of that, so it's hard. 906 00:32:11,586 --> 00:32:15,309 But one of the things that I really want is a name tag 907 00:32:15,344 --> 00:32:16,792 with my pronouns on them. 908 00:32:16,826 --> 00:32:18,964 Like, just Josephine, she/her. 909 00:32:19,000 --> 00:32:21,758 It's hard to explain to someone how much that means to me, 910 00:32:21,792 --> 00:32:24,172 especially since I get misgendered all the time. 911 00:32:24,205 --> 00:32:27,448 - It's hard for me to hear how tough it is for Josephine 912 00:32:27,481 --> 00:32:29,103 to be misgendered sometimes 913 00:32:29,136 --> 00:32:31,931 because I can't even imagine how much that hurts, 914 00:32:31,964 --> 00:32:34,309 and an employee shouldn't have to go through that. 915 00:32:34,344 --> 00:32:37,275 I really have to take a look and see what we can do. 916 00:32:37,309 --> 00:32:38,550 Josephine, I wanted to thank you 917 00:32:38,586 --> 00:32:39,586 for being such a good mentor. 918 00:32:39,619 --> 00:32:41,034 I learned so much. 919 00:32:41,067 --> 00:32:42,826 - It was really, really lovely meeting you, like truly. 920 00:32:42,862 --> 00:32:44,517 - Same here. Well, thank you. 921 00:32:44,550 --> 00:32:47,034 I appreciate it. All right. 922 00:32:47,067 --> 00:32:49,275 I need to make sure that we're doing everything we can 923 00:32:49,309 --> 00:32:51,586 to keep our zip-line operators happy, 924 00:32:51,619 --> 00:32:53,344 and working on the ride this evening 925 00:32:53,378 --> 00:32:55,205 has given me a lot of insight into changes 926 00:32:55,240 --> 00:32:58,067 we can make to help reduce employee turnover. 927 00:32:58,103 --> 00:33:00,136 This is our number one moneymaker 928 00:33:00,172 --> 00:33:02,792 and our number one priority for me to fix. 929 00:33:03,550 --> 00:33:06,517 [soft music] 930 00:33:06,550 --> 00:33:11,723 ♪ 931 00:33:11,758 --> 00:33:14,758 Going undercover has been one of the most intense challenges 932 00:33:14,792 --> 00:33:16,378 of my whole life, 933 00:33:16,413 --> 00:33:19,619 but it's also been an eye-opening experience. 934 00:33:19,654 --> 00:33:21,240 I've learned things from my employees 935 00:33:21,275 --> 00:33:24,378 that I never would have known about as CEO, 936 00:33:24,413 --> 00:33:26,034 and it's time for me to get to work 937 00:33:26,067 --> 00:33:27,931 solving the issues that I discovered. 938 00:33:27,964 --> 00:33:31,205 ♪ 939 00:33:31,240 --> 00:33:33,309 [dramatic music] 940 00:33:33,344 --> 00:33:35,586 Our employees have been told they're meeting here 941 00:33:35,619 --> 00:33:37,964 to help us with some research for the documentary. 942 00:33:38,000 --> 00:33:41,758 - I trained this guy who was looking for a job. 943 00:33:41,792 --> 00:33:44,067 - I'm about to reveal my true identity 944 00:33:44,103 --> 00:33:45,792 to the team members I shadowed this week. 945 00:33:45,826 --> 00:33:47,619 - I would love for him to be on my team. 946 00:33:47,654 --> 00:33:52,034 - No one has any idea this is "Undercover Boss." 947 00:33:52,067 --> 00:33:57,964 ♪ 948 00:33:58,000 --> 00:34:01,034 [soft music] 949 00:34:01,067 --> 00:34:05,378 ♪ 950 00:34:05,413 --> 00:34:07,586 Hi Josephine. - Hey, Ken. 951 00:34:07,619 --> 00:34:09,585 - You remember me? - I do. 952 00:34:09,619 --> 00:34:12,585 - I'm not Ken. - Oh no. 953 00:34:12,619 --> 00:34:14,688 - I'm Andrew Simon. - Oh. 954 00:34:14,724 --> 00:34:17,862 - President and CEO of Fremont Street Experience, 955 00:34:17,896 --> 00:34:21,000 and you are on "Undercover Boss." 956 00:34:21,034 --> 00:34:23,481 - Shut up. [laughing] 957 00:34:23,516 --> 00:34:24,516 - Wow. 958 00:34:24,550 --> 00:34:25,550 announcer: Coming up... 959 00:34:25,585 --> 00:34:27,034 - You serious? 960 00:34:27,068 --> 00:34:30,000 announcer: The boss delivers life-changing news. 961 00:34:30,034 --> 00:34:31,068 - Oh, my gosh. 962 00:34:31,103 --> 00:34:32,655 - This is the most validating thing 963 00:34:32,688 --> 00:34:33,862 anyone's ever done for me. 964 00:34:33,896 --> 00:34:35,240 I am eternally grateful. 965 00:34:35,275 --> 00:34:37,275 ♪ 966 00:34:42,034 --> 00:34:45,965 [dramatic music] 967 00:34:46,000 --> 00:34:49,481 - So, Josephine, I spent the last week undercover, 968 00:34:49,516 --> 00:34:51,827 and I'll tell you what, 969 00:34:51,862 --> 00:34:55,965 your job is the most physically demanding job 970 00:34:56,000 --> 00:34:58,000 that I did all week. 971 00:34:58,034 --> 00:34:59,896 - It's the most physically demanding position 972 00:34:59,931 --> 00:35:01,240 at the job, for sure. 973 00:35:01,275 --> 00:35:03,793 - So based on our conversations, 974 00:35:03,827 --> 00:35:05,793 I want to do a couple of things. 975 00:35:05,827 --> 00:35:08,240 We're going to invest $75,000 976 00:35:08,275 --> 00:35:13,000 into figuring out a good pulley elevator/dumbwaiter system 977 00:35:13,034 --> 00:35:15,862 to lower the zip line trolleys from the landing pad. 978 00:35:15,896 --> 00:35:18,034 So you and the team won't have to carry them 979 00:35:18,068 --> 00:35:19,413 down all those stairs. 980 00:35:19,447 --> 00:35:21,585 So would a system like that be helpful-- 981 00:35:21,619 --> 00:35:23,172 - Yes. - To people in ride operations? 982 00:35:23,206 --> 00:35:24,724 Would they appreciate it, you think? 983 00:35:24,757 --> 00:35:26,378 - Yes, that would be extremely helpful. 984 00:35:26,413 --> 00:35:28,757 Wow, thank you. 985 00:35:28,793 --> 00:35:31,103 - I was so happy that you felt comfortable 986 00:35:31,137 --> 00:35:33,378 to share your personal journey with me. 987 00:35:33,413 --> 00:35:35,481 But one of the struggles was 988 00:35:35,516 --> 00:35:38,447 that sometimes people didn't address you correctly. 989 00:35:38,481 --> 00:35:39,862 - Misgender me, yeah. 990 00:35:39,896 --> 00:35:43,516 When guests misgender me a lot, or they call me sir, 991 00:35:43,550 --> 00:35:45,931 or say he, et cetera, it weighs on me 992 00:35:45,965 --> 00:35:48,688 because I feel society just doesn't see me as I am. 993 00:35:48,724 --> 00:35:49,827 They don't see me as a woman. 994 00:35:49,862 --> 00:35:51,172 And it can be really heartbreaking. 995 00:35:51,206 --> 00:35:53,862 - I may have a solution. - Okay. 996 00:35:53,896 --> 00:35:55,757 - Why don't you take a look at this 997 00:35:55,793 --> 00:35:57,378 and tell me what you think. 998 00:35:57,413 --> 00:36:00,240 - Ahh, oh, my God! 999 00:36:00,275 --> 00:36:04,275 It says "lead ride operations, 1000 00:36:04,309 --> 00:36:07,481 Josephine, she/her." 1001 00:36:07,516 --> 00:36:09,724 [upbeat music] 1002 00:36:09,757 --> 00:36:11,137 This is amazing. 1003 00:36:11,172 --> 00:36:12,516 This is the most validating thing 1004 00:36:12,550 --> 00:36:14,585 anyone's ever done for me. 1005 00:36:14,619 --> 00:36:16,344 - Well, we appreciate you. 1006 00:36:16,378 --> 00:36:18,172 The company is so lucky 1007 00:36:18,206 --> 00:36:20,619 to have somebody like you on the team. 1008 00:36:20,655 --> 00:36:24,068 There's one more thing I want to do for you. 1009 00:36:24,103 --> 00:36:28,172 I'm going to give you $20,000 1010 00:36:28,206 --> 00:36:31,447 to show how much we appreciate 1011 00:36:31,481 --> 00:36:34,931 and care about everything you do for Fremont Street. 1012 00:36:34,965 --> 00:36:37,619 - That's a lot. That's a lot. 1013 00:36:37,655 --> 00:36:39,481 ♪ 1014 00:36:39,516 --> 00:36:41,585 I am eternally grateful. 1015 00:36:41,619 --> 00:36:43,481 - My pleasure. 1016 00:36:43,516 --> 00:36:46,413 - I feel like my entire life just changed, 1017 00:36:46,447 --> 00:36:48,034 and... 1018 00:36:48,068 --> 00:36:49,931 ♪ 1019 00:36:49,965 --> 00:36:52,965 I can't even comprehend $20,000. 1020 00:36:53,000 --> 00:36:55,516 - Hey Ron. - Hi, Andrew. 1021 00:36:55,550 --> 00:36:57,378 - So Ron, you told me you and your team 1022 00:36:57,413 --> 00:36:59,344 don't always feel appreciated. 1023 00:36:59,378 --> 00:37:02,481 - We are the guys that do everything during the off hours 1024 00:37:02,516 --> 00:37:04,172 where it's not noticed as much. 1025 00:37:04,206 --> 00:37:07,862 So my guys sometimes feel like the executive offices 1026 00:37:07,896 --> 00:37:11,034 don't necessarily appreciate them. 1027 00:37:11,068 --> 00:37:13,896 - But we do appreciate you and your team. 1028 00:37:13,931 --> 00:37:15,757 And I want to see what we can do 1029 00:37:15,793 --> 00:37:18,137 to give you guys a fun night out on the town. 1030 00:37:18,172 --> 00:37:21,103 So I called my friends over at the Golden Knights, 1031 00:37:21,137 --> 00:37:23,413 and they're going to put together a VIP experience 1032 00:37:23,447 --> 00:37:24,619 for you and your team to go 1033 00:37:24,655 --> 00:37:26,757 to a Knights game later this year. 1034 00:37:26,793 --> 00:37:28,516 - That sounds like fun. It really does. 1035 00:37:28,550 --> 00:37:30,378 I've never been to a Knights game, and that'd be awesome. 1036 00:37:30,413 --> 00:37:31,516 Thank you. 1037 00:37:31,550 --> 00:37:33,550 - When we were on top of the canopy, 1038 00:37:33,585 --> 00:37:36,000 the job we were doing was picking up trash. 1039 00:37:36,034 --> 00:37:38,068 - Some of it just is 1040 00:37:38,103 --> 00:37:40,344 unfortunately being thrown out open windows. 1041 00:37:40,378 --> 00:37:41,896 - Yeah. Well, I have some good news. 1042 00:37:41,931 --> 00:37:44,724 I made a phone call to one of our board of directors 1043 00:37:44,757 --> 00:37:46,275 who has a hotel 1044 00:37:46,309 --> 00:37:49,965 that seems to be the one where the garbage gets thrown out of. 1045 00:37:50,000 --> 00:37:52,137 And as of today, they're starting to bolt 1046 00:37:52,172 --> 00:37:53,413 all those windows shut, 1047 00:37:53,447 --> 00:37:55,309 so garbage won't be thrown out there anymore. 1048 00:37:55,344 --> 00:37:58,309 - Wow, that would be very good. I appreciate that. 1049 00:37:58,344 --> 00:38:00,137 And my guys will, too. 1050 00:38:00,172 --> 00:38:03,344 - So, Ron, you're one of our longest-standing employees. 1051 00:38:03,378 --> 00:38:04,965 - Yeah, I've seen a lot of changes, 1052 00:38:05,000 --> 00:38:06,447 some good, some bad. 1053 00:38:06,481 --> 00:38:08,931 When I came back to work last May, 1054 00:38:08,965 --> 00:38:11,724 I came into a different role as an assistant manager, 1055 00:38:11,757 --> 00:38:14,793 and my pay was reduced because of that. 1056 00:38:14,827 --> 00:38:17,481 - What if I were to say, 1057 00:38:17,516 --> 00:38:19,550 because you've been so dedicated 1058 00:38:19,585 --> 00:38:20,965 and such a great employee, 1059 00:38:21,000 --> 00:38:24,309 we want to reward you with $20,000 1060 00:38:24,344 --> 00:38:27,344 to help you with that [indistinct]... 1061 00:38:27,378 --> 00:38:28,378 - Wow. 1062 00:38:28,413 --> 00:38:30,103 - And to give you that stability. 1063 00:38:30,137 --> 00:38:33,516 - You serious? - I'm serious. 1064 00:38:33,550 --> 00:38:35,965 - [sighs] It makes me feel good. 1065 00:38:36,000 --> 00:38:38,309 It makes you feel like you're giving me hope that, 1066 00:38:38,344 --> 00:38:40,378 you know, I am still valued, 1067 00:38:40,413 --> 00:38:41,793 and that's all I ever asked for. 1068 00:38:41,827 --> 00:38:43,103 And I thank you for it. 1069 00:38:43,137 --> 00:38:45,757 - I really appreciate everything you do. 1070 00:38:45,793 --> 00:38:47,068 - Thank you very much. 1071 00:38:47,103 --> 00:38:50,137 I haven't felt like anybody's taken, you know, 1072 00:38:50,172 --> 00:38:53,137 that kind of interest in what I do in quite a while. 1073 00:38:53,172 --> 00:38:57,757 And I'm very surprised and very elated. 1074 00:38:57,793 --> 00:38:58,965 ♪ 1075 00:38:59,000 --> 00:39:02,000 - Hi Emmie. - [laughing] 1076 00:39:02,034 --> 00:39:03,757 The first job you had me do 1077 00:39:03,793 --> 00:39:05,827 was scraping gum off the ground. 1078 00:39:05,862 --> 00:39:07,034 - Yes. 1079 00:39:07,068 --> 00:39:08,757 - I actually had a lot of fun doing it, 1080 00:39:08,793 --> 00:39:10,034 but I don't know how I'd feel 1081 00:39:10,068 --> 00:39:12,034 if I did that three hours a day. 1082 00:39:12,068 --> 00:39:13,206 - It's exhausting. 1083 00:39:13,240 --> 00:39:14,793 - You talked a little bit 1084 00:39:14,827 --> 00:39:16,619 about a gum machine. 1085 00:39:16,655 --> 00:39:18,619 - Yeah, that makes it so much easier. 1086 00:39:18,655 --> 00:39:20,757 You could do a half a block 1087 00:39:20,793 --> 00:39:23,896 within maybe an hour with that machine. 1088 00:39:23,931 --> 00:39:27,000 - On top of that, the bins we were using were leaking. 1089 00:39:27,034 --> 00:39:28,000 - Yes. 1090 00:39:28,034 --> 00:39:30,206 - Having done that job now, 1091 00:39:30,240 --> 00:39:32,827 it gives me a new appreciation of how frustrating 1092 00:39:32,862 --> 00:39:34,068 - Yes. 1093 00:39:34,103 --> 00:39:37,034 - That could be to pour the liquid into the bin, 1094 00:39:37,068 --> 00:39:38,275 And then you push the bin away, 1095 00:39:38,309 --> 00:39:39,481 and now you got to mop the floor. 1096 00:39:39,516 --> 00:39:40,931 - Right. 1097 00:39:40,965 --> 00:39:44,309 - So I want to give you $10,000 to get new equipment. 1098 00:39:44,344 --> 00:39:47,068 - Do you know how happy these guys are going to be? 1099 00:39:47,103 --> 00:39:48,068 - Yeah. 1100 00:39:48,103 --> 00:39:49,275 - You know, that makes me happy 1101 00:39:49,309 --> 00:39:52,481 because it makes our job so much better. 1102 00:39:52,516 --> 00:39:54,757 That's great. That's amazing. 1103 00:39:55,724 --> 00:39:57,275 - Where did you grow up again? 1104 00:39:57,309 --> 00:39:59,655 - Hawaii. It was wonderful. 1105 00:39:59,688 --> 00:40:02,103 I loved Hawaii. That's my home. 1106 00:40:02,137 --> 00:40:03,585 - Yeah. - Yeah. 1107 00:40:03,619 --> 00:40:05,481 - When he told me about your husband, 1108 00:40:05,516 --> 00:40:07,034 it broke my heart. 1109 00:40:07,068 --> 00:40:09,068 - He has leukemia. 1110 00:40:09,103 --> 00:40:12,034 I found out about a few months ago. 1111 00:40:12,068 --> 00:40:16,793 - How would you feel if I paid $10,000 1112 00:40:16,827 --> 00:40:19,206 for you and Pernell 1113 00:40:19,240 --> 00:40:23,378 to go to Hawaii, have a week off with pay, 1114 00:40:23,413 --> 00:40:26,688 and have the trip of a lifetime to show him where you're from? 1115 00:40:26,724 --> 00:40:28,344 - Oh, my gosh. 1116 00:40:28,378 --> 00:40:30,793 Whoo! 1117 00:40:30,827 --> 00:40:35,724 [laughing] 1118 00:40:35,757 --> 00:40:37,827 Oh, my gosh. Thank you. 1119 00:40:37,862 --> 00:40:40,172 - There's one more thing I want to do for you. 1120 00:40:40,206 --> 00:40:43,550 I was really pissed, if I'm going to be frank, 1121 00:40:43,585 --> 00:40:45,481 to hear that your wages were capped. 1122 00:40:45,516 --> 00:40:46,481 - Yep. 1123 00:40:46,516 --> 00:40:47,516 - I want you to know, 1124 00:40:47,550 --> 00:40:49,172 having found this out, 1125 00:40:49,206 --> 00:40:51,757 I'm never going to let that happen again-- 1126 00:40:51,793 --> 00:40:53,309 - Oh, my gosh. - At the company. 1127 00:40:53,344 --> 00:40:54,413 - It's great. 1128 00:40:54,447 --> 00:40:58,447 - And, Emmie, to show appreciation 1129 00:40:58,481 --> 00:41:02,103 for 20 years of service here, 1130 00:41:02,137 --> 00:41:05,378 I'm going to give you $2,000 for all 20 years 1131 00:41:05,413 --> 00:41:07,240 you've been at Fremont Street Experience 1132 00:41:07,275 --> 00:41:09,378 for a total of $40,000. 1133 00:41:09,413 --> 00:41:11,862 - Oh, my gosh. 1134 00:41:11,896 --> 00:41:15,447 Andrew. Oh, my God. 1135 00:41:15,481 --> 00:41:18,309 Oh, my God, you don't know how that's going to help. 1136 00:41:18,344 --> 00:41:22,481 ♪ 1137 00:41:22,516 --> 00:41:24,378 Andrew, thank you so much. 1138 00:41:24,413 --> 00:41:28,827 That has changed our lives. It's just changed our lives. 1139 00:41:28,862 --> 00:41:31,103 ♪ 1140 00:41:31,137 --> 00:41:33,206 - You're gonna make me cry watching you, 1141 00:41:33,240 --> 00:41:36,275 just to know that that makes such a difference. 1142 00:41:36,309 --> 00:41:38,688 - It does. Thank you. 1143 00:41:38,724 --> 00:41:40,206 - You're welcome. 1144 00:41:40,240 --> 00:41:43,378 - I have always wanted to take my husband to Hawaii. 1145 00:41:43,413 --> 00:41:46,240 With him being sick, 1146 00:41:46,275 --> 00:41:47,931 he's going to enjoy himself. 1147 00:41:47,965 --> 00:41:52,172 That means a lot to me to see my husband, Pernell, happy. 1148 00:41:52,206 --> 00:41:54,550 [soft music] 1149 00:41:54,585 --> 00:41:56,172 - I started out on this journey 1150 00:41:56,206 --> 00:41:59,413 to find out why people were leaving our company. 1151 00:41:59,447 --> 00:42:02,378 What I've learned this week is it's not always about money. 1152 00:42:02,413 --> 00:42:05,240 It's about feeling appreciated. 1153 00:42:05,275 --> 00:42:07,309 And I need to make sure that all our people 1154 00:42:07,344 --> 00:42:09,793 have the tools necessary to get their jobs done. 1155 00:42:09,827 --> 00:42:11,447 I'm going to go back to the office 1156 00:42:11,481 --> 00:42:13,275 and make sure we implement some changes 1157 00:42:13,309 --> 00:42:15,240 that is going to make Fremont Street Experience 1158 00:42:15,275 --> 00:42:18,137 a better place to work, keep employees from leaving, 1159 00:42:18,172 --> 00:42:20,275 and attract new people to joining the team. 1160 00:42:20,309 --> 00:42:21,688 ♪ 1161 00:42:21,724 --> 00:42:23,688 My job is to make Fremont Street Experience 1162 00:42:23,724 --> 00:42:27,034 the number one place to visit when you come to Nevada, 1163 00:42:27,068 --> 00:42:28,724 and thanks to going undercover, 1164 00:42:28,757 --> 00:42:29,965 I now know how to make it 1165 00:42:30,000 --> 00:42:32,896 the number one place to work, too. 1166 00:42:32,931 --> 00:42:39,931 ♪ 1167 00:43:11,655 --> 00:43:14,619 [upbeat music] 1168 00:43:14,655 --> 00:43:16,655 ♪