CASINO MANAGEMENT TRAINING
SPECIAL WORK SITUATIONS
Day to day situations occur which demand an immediate decisions or a course of action. Here are several workable solutions for you to consider. Though every answer may not work for you, many will so be sure to give them
your attention.
SAVING SEATS
Occasionally, a player wishes to take a short break from the game and wants to save their seat. Casino policies vary but a seat can be saved for only a short period of time. Usually 10 to 15 minutes, after which it can be given away.
The seat is saved and indicated as such with a spacer in the players betting circle. It is not a good idea to allow another players to bet in the vacated spot. This can lead to problems with temporary player losing and becoming disgruntled
at having to leave before allowed to try to recover their losses.
DEALER TOKE HUSTLING
Part of the supervisor’s duties is not only to protect the integrity of the game but also to protect the guest from dealers who take it upon themselves to hustle tokes. There are many subtle “hustles” in existence, which make it important
to draw a line at where a dealer courtesy crosses into a hustle.
Many players feel it to be their right not to tip if they so desire. They consider it very rude if the dealer even suggest they do so. Should you notice a dealer hustling for tokes, have the dealer see you on their break.
It is my feeling that dealers would increase their toke rate considerably, simply through friendly smiles, attitudes and genuine expressions of care about their players.
SMOKING
Sometimes, a dealer will indicate to their players that their smoking is bothering them. Some dealers can be very rude in doing so and may possibly drive away good guest. They should never be allowed to do so as players who smoke will
respond favorably to a polite request to blow their smoke off to the side.
BROKE MONEY REQUEST
Once in awhile you will be approached for “broke money.” Broke money is money occasionally given to the players who have spent every cent they have and cannot get home, or some such tale of woe.
It is not your responsibility to give money to these individuals. You merely direct the player to your shift boss.
Be aware, however , that the shift boss may ask you if the player has played in your pit, as he will want some verification of the player’s activities that might warrant broke money.
UNNECESSARY CONVERSATIONS WITH TEAM MEMBER OR PATRON
The nature of your job encourages a somewhat over-use of communications between you and your fellow workers. It is very important that your conversation be kept to a minimum. Your main job is to watch your games. Remember, you cannot
supervise a game you are not watching, so keep unnecessary conversation down!
HANDLING DRUNKS
The best solution, of course, is to not allow your guest to get drunk in the first place. As soon as you notice one of your players showing signs of becoming inebriated, act quickly to stop any further deterioration. Alert your Shift Boss.
EMERGENCY HEAD CALLS
Whenever on of your dealers needs to leave the table in an emergency because of sickness, fainting, nature’s calling, etc., there is a proper procedure to follow. In form your pit boss of the problem so that they can look for a dealer on
break. Usually this can be done in under five minutes.
If the dealer has to leave immediately, place a bankroll lid on the game and wait at the game until the pit boss locks the cover in place. It is not a good ideal to deal the game yourself in place of the missing dealer because your other
games would be left without protection.
If you or one of your other supervisors needs an unscheduled short break. Contact your supervisor, who will make arrangements to cover you.
PRIVILEGED PATRON INFORMATION
One of the responsibilities held by casino personnel is that keeping player information privileged. A player’s privacy must be protected as best as possible and any discussions concerning players must be limited to business. A steady player
is a valuable asset to the casino; to lose that player through a lack of consideration for their privacy is a serious breach of the player/casino relationship.
Talking about players’ betting habits, wins or losses to anyone not needing this
kind of information is to be avoided.
LEANING ON PIT STANDS
The temptations to lean against tables, pit stands, pillars, etc., becomes rather great at times but you should remember that you are there to watch the games. Your mobility to do so is seriously hampered when you lean because it locks in
position in which you are unable to protect you games adequately.
Potential cheats look for lazy, inattentive floor-persons as targets a upon which to perpetrate their larcenies, so do not allow yourself to look like as easy mark.
DEALER HYGIENE
One of the more sensitive issues that you face is the isolated instance when of you dealers has body order, a messy appearance, or some other hygiene problem. A direct approach works best in these cases. Simply ask the dealer to see you on
their break and tactfully inform them of the problem. Dirty shirts, wrinkled trousers or shirts, off-color socks, etc., should also not be tolerated.
REMOVING DAMAGED CARDS
When cards become damaged due to a variety of accidents. Basically, the damaged cards are placed on the game with fresh cards taken from extra deck kept in the pit stand. The important thing to remember is to not remove the damaged
card until the fresh cards are placed in the discard rack.
FIGHTING BOREDOM
There will be times when boredom is a condition of your job that must be met. When there are a few players in your area and your responsibilities are few, do not start to daydream or engage in non-essential conversation with co-workers.
This lack of attentiveness opens the door to many potential problems including a reprimand from your supervisor for not doing your job. You’re still getting paid to do it. |
