First-Line Supervisors of Gambling Services Workers

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Also known as:
Casino Manager, Casino Shift Manager (CSM), Casino Supervisor, Floor Supervisor, Gaming Floor Supervisor, Pit Boss, Pit Supervisor, Slot Shift Supervisor, Slot Supervisor, Table Games Supervisor

ABOUT FIRST-LINE SUPERVISOR OF GAMBLING SERVICES WORKERS CAREERS
Video transcript

The excitement and fun of betting at the racetrack or in a casino relies on knowing gaming services workers are maintaining the house rules. Gaming services workers need honesty, integrity, and the ability to stay calm while serving customers in the sometimes frantic environment of gambling establishments. Gaming managers and supervisors direct and oversee gaming operations and staff. They circulate among the tables and slot machines to make sure everything runs smoothly. They explain house rules, ensure payouts are correct, and call security staff when needed. Gaming dealers run table games such as craps, blackjack, and roulette. Dealers explain game rules, announce each player's moves, and cue players' turns. Dealers also calculate and pay out winning bets, and collect when players lose. Gaming and sports book writers and runners take bets on sporting events, and run games such as bingo and keno. They also verify tickets or winners and pay out winnings. Gaming cage workers are responsible for exchanging customers' cash for the chips used to play, and then back again from chips to cash. Because most gambling establishments are open 24/7, it's typical in these fields to work nights, weekends, and holidays. Most gaming jobs require a high school education, although gaming managers may need a college degree for some positions. Customer service skills are needed in all positions.

SNAPSHOT

Directly supervise and coordinate activities of workers in assigned gambling areas. May circulate among tables, observe operations, and ensure that stations and games are covered for each shift. May verify and pay off jackpots. May reset slot machines after payoffs and make repairs or adjustments to slot machines or recommend removal of slot machines for repair. May plan and organize activities and services for guests in hotels/casinos.

Daily tasks

Evaluate workers' performance and prepare written performance evaluations.

Monitor patrons for signs of compulsive gambling, offering assistance if necessary.

Maintain familiarity with the games at a facility and with strategies or tricks used by cheaters at such games.

Reset slot machines after payoffs.

Clean and maintain slot machines and surrounding areas.

Exchange currency for customers, converting currency into requested combinations of bills and coins.

Record the specifics of malfunctioning machines and document malfunctions needing repair.

Enforce safety rules, and report or remove safety hazards as well as guests who are underage, intoxicated, disruptive, or cheating.

Establish and maintain banks and table limits for each game.

Observe gamblers' behavior for signs of cheating, such as marking, switching, or counting cards, and notify security staff of suspected cheating.

Explain and interpret house rules, such as game rules or betting limits, for patrons.

MAIN ACTIVITIES
Performing for or Working Directly with the Public Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
Communicating with Supervisors, Peers, or Subordinates Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Getting Information Observing, receiving, and otherwise obtaining information from all relevant sources.
Establishing and Maintaining Interpersonal Relationships Developing constructive and cooperative working relationships with others, and maintaining them over time.
Resolving Conflicts and Negotiating with Others Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Evaluating Information to Determine Compliance with Standards Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
Guiding, Directing, and Motivating Subordinates Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
Developing and Building Teams Encouraging and building mutual trust, respect, and cooperation among team members.
AREAS OF KNOWLEDGE
Customer and Personal Service Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Mathematics Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
English Language Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Administration and Management Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
Public Safety and Security Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.
Sales and Marketing Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
Computers and Electronics Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Personnel and Human Resources Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems.
TOP SKILLS
Monitoring Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
Active Listening Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Speaking Talking to others to convey information effectively.
Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Social Perceptiveness Being aware of others' reactions and understanding why they react as they do.
Coordination Adjusting actions in relation to others' actions.
Service Orientation Actively looking for ways to help people.
Time Management Managing one's own time and the time of others.