Casino management is a dynamic fast pace environment which requires great tools, skills, and leadership to operate optimally. There are various levels of staff members, and different kinds of employees to manage including security, entertainment, and dealers. In addition, many casinos have multiple locations and/or floors to run simultaneously. Operations usually run around the clock 24/7, and require floor managers to oversee each shift scheduled. On top of all this, the casino manager must ensure the casino is complying with any and all regulations. These are complex tasks not easily accomplished without utilizing the right tools to gain a birds view of procedures. Most casino managers have multiple duties ranging from organizing maintenance of games, testing games, training employees on floor games and equipment, to cash handling, interacting with guests, and monitoring security to ensure the casino stays protected while complying with local gaming laws.
Below is a look at five areas casino employee managers can dissect to increase their efficiency, assist in complying with regulations, ensure each of their staff members is scheduled correctly, and more. The five main areas managers can explore to help manage employees include casino employee scheduling software, keeping track of employee skill sets, utilizing reports, keeping up with employee trainings, and hiring the right support staff to assist the main manager.
First, casinos can utilize casino employee scheduling software. Casinos have to make sure they have the adequate number of dealers, entertainers, bartenders and other staff members scheduled for each shift, and they also need to assign the employees to the right tasks during their respective shifts. Casino employee scheduling software makes it easy to ensure the casino has the right number of employees scheduled, the right types of employees are scheduled with the specific skills needed for their shift, and that the correct tasks and breaks are assigned during shifts. This way, casino employees will show up when they are scheduled to the correct floor or location, and perform the assigned tasks during their shift. They will also know when to expect their breaks, and when they can take them. This foresight gives employees the opportunity to plan for their workday too.
Second, managers must keep track of employees’ skills. Each employee will have a different set of skills they need to possess in order to perform their job and perform it well. While some skills don’t expire, others do. Making sure that each employee is up-to-date on their required skills can become cumbersome very quickly when dealing with large pools of employees especially if certain pools of employees are working at different or multiple locations on any given day. Using reliable software that includes employee skill tracking is key. Managers can easily find the right employees with the right training to assign to tables, games, or service points and make sure each spot on the floor is covered so patrons are accommodated properly.
Third, casino employee managers must have adequate reporting tools. Reporting is important for many businesses including casinos and gaming facilities. Two critical factors for casino managers to monitor are employee overtime and absences. With the right metrics it is easier to see time-off or overtime abuse, and resolve the issues before they become problems. Things change regularly in the casino environment. By utilizing reports to track overtime and absences, casino managers can see if shift patterns must be changed to decrease overtime, or if an employee’s reoccurring absenteeism is becoming a pattern.
Fourth, managers must keep on top of employee training. Utilizing a reputable training company to ensure your employees are versed and knowledgeable on the games in your casino is imperative. Not only do casino employees need to understand how to operate the games, gaming machines, or deal at certain tables, they also need to be able to handle guests and customers correctly as well. Through expanding their skill set with a good training company, your casino will have staff members that know how to handle complex situations that only arise in a casino setting.
Last, casino managers need the right support staff. Casino managers need to hire the right number of support personnel that can act as supervisors for each floor, or act as the lead floor manager in an area that needs to be overseen. In this way, the supervisors can handle the more minor hiccups that may occur, and can call the manager in when they need someone higher up in command. Managers have better mobility between checkpoints when they have the right supervisors in place that they can trust.
Overall, casino employee managers can use the combination of the right tools, processes, staff members, reports, and scheduling software to assist them in optimizing their employee management. With more opportunities popping up for gaming and casino facilities the need for more streamlined processes and trained personnel will continue to rise. Using new technology is key for turning your casino workforce into your competitive advantage in the new casino business environment.