The Real Experiences of Casino Employees

Transcription

1 The Real Experiences of Casino Employees Presented by: Robert Jacobson Former Casino Employee & Executive Director of The California Council on Problem Gambling

2 WHO AM I? Robert Jacobson, Executive Director of CCPG Raised in Las Vegas Family in gaming since 1982 Fifteen (15) Years Casino Experience: Varied positions/levels in: F&B Table Games/Poker HR/Training

3 REAL EXPERIENCES: THE COWBOY

4 HISTORY OF GAMBLING Bone Dice & Cave Paintings Lotteries California, Gold Rush & Poker Vegas, No Vegas, Vegas 21 st Century / Internet

5 GAMBLING BY STATE Casino (1) Lottery (13)

6 GAMBLING BY STATE 2013 Commercial and Tribal Casinos, Sports Betting & Card Clubs (4) Racetrack, Racinos & Lottery (2) Lottery only (3) Racetrack & Commercial Casinos, Tribal Casinos, Sports betting, Card Clubs & Sports Betting (1) Lottery and Commercial Casinos, Tribal Casinos, Sports Betting & Card Clubs (18) Racetracks and Racinos, Lottery, & Commercial Casinos, Tribal Casinos, Sports Betting, Card Clubs (20) None(2)

7 LAS VEGAS: THE CAPITOL OF CASINOS Sweating the money: the post-mob days Protection from cheaters or superstition? 1990s: A Family Town? A booming industry Teenage gambling & first experiences A big win? Turning $0.25 into $100! Casino marketing (free food and cigarettes for everyone!) 2000s: The Information Age Big Corporate, Mergers & Science Diluted talent

8 CALIFORNIA: THE UNEXPECTED COMPETITOR Prop 5 and the Media FBI raids? No way vote yes on 1A! Barns and trailers and tents, oh my? Now it s high rises touching the sky!

9 THE NEWBIE MEETS THE NEWS YEARS EVE GUY

10 POP QUIZ!!! Q: Which state has the highest annual gambling revenues? A: California, with over $7B/year even more than Nevada! Q: Which state has the most tribal casinos? A: Gotcha it s Oklahoma! Does anyone know why??? Note(1): Retrieved from 500 Nations website 10/8/12 Note(2): Native American casinos only; California, Nevada, etc. have more total gambling

11 GAMBLING IN CALIFORNIA Lottery, Horse Tracks/OTB Tribal Gaming vs. Card Rooms Unprecedented growth,

12 LET S TALK ABOUT MATH BABY What is the House Edge? What is Hold? Can casinos be beaten legally? Advantage Play vs. Cheating How are comps calculated? How do dealers make their money?

13 THE RESTAURANT OWNER

14 EMPLOYEE FLOW CHART Hierarchy Leadership (BoD/Tribal/Owner, GM/CEO) Executive (VP/Director) Upper (MOD/CSM/Shift Mg/Asst. Shift Mg) Middle (Shift Sup/Asst Shift Sup) Entry Level (Sup/Leads) Line Level Position Front of the house (dealer vs. hotel vs. golf) Back of the house (hr vs. marketing vs. chef)

15 WHAT IT S LIKE TO WORK IN A CASINO Atmosphere / Environment Drugs/alcohol (sometimes in their cars) Entertainment vs. Hostility Sweating the money? Comp systems Culture Short-term vs. Long-term Employee Pride Attitude towards guests (public vs. private)

16 RAGS TO RICHES TO RAGS

17 A DEALER S OFFICIAL DUTIES Deal a variety of table or poker games Accurately track results (won/lost) Do (often complex) math in their head Limit to 1 mistake/week (10,000+ decisions) Provide exceptional customer service Complex yet precise movements with hands, body, while sitting/stooping for long periods of time

18 AND THE UNOFFICIAL DUTIES: EMPATHY & ABUSE THE INHERITANCE GUY

19 AND THE RESULT IS Friends? Dispassion vs. Compassion Only see them in the casino home) Know about families, friends, etc., but don t know them Perceived professionalism Mental compartmentalization Closing Time! Cognitive Dissonance Disassociation from cause-and-effect Decreased value of money (desensitization & gambling for a living )

20 EMPLOYEE GAMBLING (WITH EDUCATED ESTIMATES) 7 times more likely to develop a problem* Desensitization Only see/hear the jackpots Tipped employees gamble for a living Win together / Splits & Doubles / Etc. Poker dealers go on play Gambling partners get tipped better Employees may return 30% of payroll** Miss work ( calling in from the poker room ) * Estimates range 5 to 15 times; no definitive studies ** Unverified estimate from some casino executives

21 IMPACT ON LIFESTYLE Smoking Sidebar: impact of smoking on gaming revenue Shift Work Negativity / Pain Drugs? Strict policies Pain, pain go away, come and test me some other day

22 A BRAVE NEW WORLD FOR CASINO EMPLOYEES? They want to help, but many casino employees can be confused, afraid or uncertain as to what they are allowed to do, and how best to do it. Still, many of today s casino executives are working to breed new cultures which have a better understanding of how gambling addiction impacts business. Addiction Cycle; Hitting Rock Bottom Public Relations/Word of Mouth Hostility, Other Personality Changes Employee morale The iphone Example

23 THANK YOU FOR ATTENDING! GAMBLER California Council on Problem Gambling: California Office of Problem Gambling: