In the pits: Serving the table players
As you explore the responsibilities of the various casino personnel, it helps to split the casino into two parts:
The area where slot machines appear in endless rows. (See the section “Slot employees: The reel dealers.”)
The area where you play table games, such as blackjack, craps, or roulette.
The casino arranges the tables in clusters. These groups of tables are known as pits. Each pit is designed to be an autonomous, fully functioning business, equipped with a variety of table games and a small community of casino personnel that is always willing to usher your dollar bills into the casino coffers.
Pit bosses
Pit bosses are smartly attired, experienced professionals who are responsible for all the gaming operations in their assigned pits. As the name implies, pit bosses are just that: bosses. They supervise floorpersons (see the next section), dealers (see the section “Dealers”), and the gamers within their pit. Theirs is a very detail-oriented job, requiring not only an intimate knowledge of all aspects of the games but also the ability to keep track of thousands of dollars flowing through their spheres of influence. Even though the average gambler probably doesn’t have much contact with a pit boss, in the event of a serious dispute, the pit boss is the one who steps in to settle matters.
Among other tasks, pit bosses monitor credit markers — the amount of credit extended to you. (We explore credit markers in greater detail in Chapter 4.) And they dispense comps, such as free meals or shows, doled out according to an elaborate formula based on the number of hours you play and the amount of money you wager. (See Chapter 20 and “Casino hosts” later in this chapter for the lowdown on comps.)
Winning or losing vast sums of money often ignites supercharged emotions. Another responsibility of the pit boss is to make sure those emotions don’t explode into conflict. The pit boss is there to congratulate, calm, soothe, and strong-arm. The pit boss’s job is part security staff, part supervisor, part gambling expert, and part public relations manager.
Floorpersons
Reporting to each pit boss (see the previous section) are several other suits known as floorpersons. The main difference from pit bosses is that floorpersons are in charge of only a couple of tables in the pit and report directly to the pit boss. They dress and act like the pit boss, and you typically can’t distinguish between the two without asking. Both of them make sure that proper casino procedure is followed. These procedures include refilling dealer chip racks, monitoring markers, and handing out comps, all while remaining cool and calm.
Dealers
For most people, gambling is a social sport. Because automated games are a more solitary venture, many players prefer the camaraderie of table gaming. Dealers are at the center of this emotional wheel of fun. Excellent customer-service skills are a requirement; after all, dealers stand on the front line when it comes to irate, belligerent, or inebriated gamblers. Even during high-pressure situations, dealers must promote a relaxed and pleasant atmosphere.
Dealers have their fingers on the pulse of the casino — figuratively and literally. Their hands, after all, deal the blackjacks and the full houses and take the money you lose or pay off your winners. Theirs is a high-pressure job with a demanding audience. Overseeing several players at a table, dealers must be confident in their gambling knowledge. They must know who wins, who loses, and how much to pay out on each hand. Many gamers mistakenly believe that dealers simply shuffle and deal cards, but dealers must also handle dice, chips, and money — accurately and quickly.
Slot employees: The reel dealers
The average American casino makes nearly two-thirds of its profits from its various slot machines. Much is at stake along the rows and rows of jabbering slots and other digital games. Therefore, casinos are diligent when it comes to maintaining and stocking them for long-term play. Just like the pit bosses and dealers who watch over the table games (see the previous section), the staff members assigned to the slot machines — the slot attendants and the slot supervisors — keep a careful eye on their vast realm.
Slot attendants
The person you’re most likely to deal with if you have a problem or question about your machine is a slot attendant. Slot attendants are on constant vigil, ever watchful for the next jackpot or flashing light requesting service. The attendants are the perfect people to ask if you’re not sure how to play a particular machine; they know every bell, cherry, and bar like the back of their hands.
Slot supervisors
The slot supervisor rules the realm of the slot machines, managing employees and overseeing the maintenance and upkeep of the machines. The slot supervisor generally has several slot attendants as direct reports. For casual gamblers, slot supervisors normally play a part in your life only if you hit a jackpot that can’t be paid out in coins.
HITTING THE JACKPOT, BABY!
For those rare but exciting payoffs when you defy the gods of gambling and win more than the machine can pay out, a slot attendant — and, 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. (Check out Chapter 4 for more tax-reporting issues.)
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,