CHAPTER 10 PRODUCT: ORGANIZATION

1. CHAPTER 10PRODUCT: ORGANIZATION Marilyn Riley CTC, Inc.

2. Casino Organizational Structures & Amenities • Casino Managers • General manager (GM) is accountable for overall day-to-day operations of the entire casino. • Oversees the daily operations of each department and is responsible for the casino’s win percentages. • Slot Department • Slot Manager is responsible for direction and administration of controls with regard to personnel and operations within the department. • Slot shift managers report to the slot manager, are responsible for overseeing the same responsibilities as the slot manager but only during their assigned shifts.

3. Table Games (TG) • TG manager reports to GM; responsible for overall operation of table games department. • TG shift managers report to TG manager and have same responsibilities as the TG manager, but only during their assigned shifts. • Pit managers or pit bosses report to the TG shift managers and are responsible for the operation of their assigned pit. • Allocate dealers to games and tables and assign supervisors to section of tables within the pit. • Dealers are the “base line” hourly employees and report to the supervisors of the department.

4. Casino Cage • Referred to as the heart of the casino; responsible for all monies. • Main function is to handle all cashiering functions; handles all incoming cash. • Cage manager reports to the GM; is responsible for managing all operations of the casino cage. • Cage shift managers report to the cage manager; have same responsibilities as manager, but only during assigned shift. • Cage supervisors assign cashier duties, (with manager); are responsible for authorizing and overseeing these functions along with other large financial transactions.

5. Security • Security director reports to GM; responsible for overall security of the entire property. • Includes: casino assets, hotel possessions, external grounds, and customer and employee safety. • Oversees all accident reports; should be equipped with first aid training. • Acts as escort for transporting cash and chips. • Security manager reports to director. • Supervisors report to the manager. • Each member of the management team receives extensive training on common casino crimes, hotel. • Security officers responsible for money transfers including slot drops, table game fills, and credits.

6. Surveillance • Director responsible for all staff activities. • Surveillance manager reports to director; responsible for creating training programs, hiring employees, enforcing policies, offering suggestions for the department, completing daily reports, and ordering and purchasing supplies. • One of the most important departments; ensures that operations run smoothly and honestly. • Located secured area with many tv monitors. • Surveillance personnel are not allowed to fraternize with employees. • Not on the same level as casino gaming area.

7. Departments Outside the Casino • Food and Beverage(F&B) • Includes: fast food outlets, coffee shops, bars, lounges, dining areas, other restaurants. • Typically open same hours as casino operations. • F&B managers have considerable responsibilities • Supervisors responsible for resolving guest complaints, interviewing, hiring, training. • Lodging • Rooms vary dramatically depending on the type of customer the casino hopes to attract. • Most luxurious suites are not available to rent, but are reserved for use for the high rollers.

8. Entertainment and Recreation • Entertainment has always been an integral part of a casino’s atmosphere. • Recreational amenities draw people to spend time at resort complex: • Includes: swimming pool, saunas, workout areas, bowling, ice skating, movie theatres, dancing. • Retail has long been a part of the grand hotel tradition. • The most dramatic retail operation associated with a casino is the Forum shops at Caesars – an indoor shopping mall that has become a must-visit attraction on the Las Vegas Strip.

9. Marketing • Techniques that draw customers into a casino. • Commonly used marketing strategies: • Free or reasonably priced entertainment; free beverages; discount hotel accommodations • Radio, television, and newspaper advertising reaches a large audience. • Players’ club cards are offered to customers • Make guests feel important • Increase the chance of their returning

10. Customer Service: Making Sure the Guest Is Happy • Why should a customer visit one casino rather than another? • Many factors affect a customer’s decision: • Prices, locations, promotions, accommodations, and comps are all strategies. • Customer service is one of the most important factors – a win, win situation. • Customers want to be treated with respect and recognition. • High quality of customer service results in a higher percentage of repeat business.

11. How Casino Departments Work Together • Game Protection • All departments work together to ensure everyone follows procedures and guidelines to protect assets. • Layers of positions and departments prevent casino cheats from stealing. • All parties need to be involved in each process because of the large sums available. • Dealers monitor games; supervisors monitor dealers. Pit managers monitor suspected cheaters; security personnel monitors dealers, supervisors, customers; surveillance monitors everyone.

12. Service Management: Making Sure the Employees Are Happy • It is important for casinos to evaluate the quality and type of work they supply for employees. • First: Improve the quality of work for dealers, cage cashier, security, and surveillance to promote and enforce lifelong learning. • Second: Create a democratic work environment. • Managers need to work together to promote a cooperative society within the organization. • Imperative to understand that employees have opinions, thoughts, and ideas that need to be included in the decision-making process.