service, and more service.
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
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 players’ club card whenever you play so the casino can track how much you’re gambling. (See Chapter 20 for more on players’ club cards.)
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.
Other managers
As in other walks of life, every casino employee has to report to somebody, and those somebodies 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 they’re the ultimate decision-maker for most gaming operations. As a beginning casino player, you shouldn’t be 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.
Maintaining a Safe and Secure Environment
In today’s massive casinos, five-star hotels merge with gargantuan, themed buildings, encompassing entire city blocks and housing restaurants, bars, theaters, nightclubs, gaming tables, slot machines, ATMs, snack bars, gift shops, and even the occasional theme park. Therefore, a casino’s security division must function much like the police department of an entire town.
This section explains who the security personnel is, lets you in on who’s watching you, and details how you can be proactive to protect yourself when betting your hard-earned money.
Security personnel: The human touch
In the old days, casinos simply had hired muscle watch after the owners’ millions. These days, casino security folks are considered important members of a casino’s floor team. Because it’s a dynamic and demanding job, casino security has become a true career; casinos offer competitive salaries and benefits so they can hire people who are mentally and physically fit.
Protect the casino’s property
Safeguard the casino’s guests
Unfortunately, a security employee’s job is made less agreeable because one task doesn’t always go hand in hand with the other. For instance, some guests want to separate a casino from its money, either through cheating or through faking an injury in crowded conditions.
The responsibilities of security employees range from viewing the rows of surveillance cameras in high-tech rooms, patrolling the casino floors, and maintaining a constant vigil for fights, thieves, drunks, and other disturbances. Surprisingly, security also keeps a close eye on the casino’s employees. (Casino employees have initiated many cheating scams over the years.)
You can easily spot the security staff; they’re always available to help you resolve a conflict or point you in the right direction. Even though every casino is different, security staff members typically wear a quasi-military uniform, with a shirt that reads SECURITY or at least a nametag or badge that identifies them as such. Other identifying features include a walkie-talkie, a badge, and possibly a gun. Keep the gun in mind the next time you feel the urge to help yourself to the dealer’s chips.
Bigger hotels can have several dozen security officers working at the busiest times of day and a supervisor in each major area of the casino who manages the team. Security supervisors must wear many hats, including the hat of a diplomat. Their staff is on the front lines, both protecting and ejecting guests. When the occasional temper flares or a misunderstanding arises, the security supervisor must wade in to render an on-the-spot verdict.
Surveillance: The watchers
On-site security personnel can only see so much when trying to protect the casino and its guests. To assist them in their daily rounds, security personnel rely on electronic surveillance — traditionally known as the eye in the sky.
One-way glass conceals thousands of digital cameras in any casino. Some are hidden where you least expect them. Others are prominent, large, and noticeable so that they serve as warnings. Digital technology can recognize a player’s face, the cards in their hands, and even the serial numbers on dollar bills. On-site security personnel constantly scan banks of displays to identify cheats, saving casinos millions of dollars each year.
In the most brazen scenarios, a nickel-and-dime thief reaches over from their machine to grab grandma’s slot tokens. The cameras capture the attempt, and the thief is quickly arrested. In less obvious but equally common situations, security personnel carefully observe, identify, and apprehend cheats and cons.
Taking safety into your own hands
The modern casino should be a carefree environment where you forget your troubles,