Casino Management: Running the tables

In addition to the employees who ensure the smooth-running operations on the floor, a host of other casino personnel contribute to the success of the house. As a beginning casino player, you may not come into contact with any of these people. However, if you do, management employees, such as the casino host, may become familiar (and friendly) faces.

Casino hosts
Modern casino hosts best resemble a successful hotel concierge: They’re both at your service. Whether dealing with new guests, loyal customers, or high rollers, the casino host focuses on service, service, and more service.

Hitting the jackpot, baby!
For those rare but exciting payoffs when you defy the gods of gambling and win more than the machine can payout, a slot attendantand, in some cases, the supervisor – responds to your flashing machine. The slot attendant arrives with a big wad of cash to ceremoniously peel off the bills, one Franklin at a time, to you, the happy winner. And if the payout is $1,200 or more, you also receive an IRS form (called
a W2-G) reporting your win to your favorite uncle – Uncle Sam.
A typical casino host is an affable and professional employee whose mission is to serve your every need. Hosts are hands-on people who greet VIP guests at the door and pamper them throughout their stay. Depending on the size and popularity of the casino and the thickness of your wallet, a casino host may
– Comp your rooms
– Arrange for greens fees at the golf course
– Get tickets to sold-out shows
– Give away free meals

If it’s your first time in a casino, don’t expect to have the keys to the Rain Man suite at Caesar’s Palace handed to you. But even low rollers can make a relationship with the casino host profitable. Keep the following in mind:
– Join the club: The casino host expects you to be a casino loyalty club member before you’re offered many comps. And don’t forget to use your club card whenever you play.
– Express yourself: Don’t wait for the host to find you in the penny slots area; go introduce yourself to the host.
– Be loyal: Find your favorite gambling locale and stick to it. Even small-scale visits can make you a valuable customer if they’re repeated regularly.
– Just ask: The players who get comps are the ones who ask the casino host. Don’t be rude or demanding, just ask politely and see what benefits you qualify for.

Player development is all about forming relationships. Casino hosts are eager to wine and dine you if they believe they can create player loyalty through these lavish perks. Although player-development departments often employ telemarketers or other representatives to reach out to garners through databases, casino hosts achieve their goals on a one-on-one basis by working their cellphones and roaming the casino floors, seeking ways to make their clients’ gaming experiences more enjoyable.

Other managers
As in other walks of life, every casino employee has to report to somebody, and those some bodies are the shift managers. The shift managers then report to the casino manager. As the name implies, shift managers are responsible for their areas of casino expertise (such as slots or table games) during a particular shift (day, swing, and graveyard). Most land-based casinos are 24/7 operations, so shift managers must be prepared to work weekends, holidays, and late-night shifts.
When player disputes arise, money needs to be accounted for or items need to be authorized; the shift manager takes on these duties as well. Shift managers are responsible for employee schedules, customer service, comps, credit, and a host of other duties that make for a mind-boggling job.

The only position above the shift manager is the casino manager. You rarely see this head honcho on the floor, but he’s the ultimate decision-maker for most gaming operations. As a beginning casino player, you aren’t too concerned about who the casino manager is. The only time you may ever interact with the manager is if you win enough money to buy the casino.