Inheriting the Future
Observations on the evolving role of middle management within the Australian gaming industry; a paper co-authored by Michael Ferris and Andrew MacDonald.
By Andrew MacDonald, Senior Executive Casino Operations
and Michael Ferris
Adelaide Casino, 1995
Introduction and Terminology | Pit Boss – Caretaker or Policeman | Mental Models | “If It Isn’t Broken – Don’t Fix It” | Pioneers Versus Settlers | The Challenge of Change | Bridging the Gulf between the Theoretical and the Practical | From Personal Realm to Professional Sphere | Means of Selection for Promotion | The Formation of Particular Management Structures | The Impact of Promotion upon Candidates Themselves | The Criteria for Selection | Unified Professional Ethic | Pit Boss Job Description | Code Of Ethics (Noblesse Oblige) | The Company Mission Statement | Empowerment of Staff | Implementing Change | The Human Consequences of Change | Walking Backwards into the Future | Bibliography |
The duties of a Pit Boss revolve around two main areas of responsibility:
– Game Supervision
– Service Provider
1 Game Supervision
The mechanical supervision of gaming includes:
The co-ordination of all staff efforts through:
– the maintenance of stringent security standards;
– achieving optimal efficiency levels through the effective deployment of staff;
– ensuring the highest possible levels of customer service.
Ensuring that Gaming is conducted within an established procedural framework by:
– minimising the deviation from these guidelines by both patrons and employees;
– explaining that procedures exist as a safeguard for benefit of all and that everybody is entitled to correct procedures.
Monitoring the state of play in a consistent and diligent manner by :
– matching float and table requirements;
– recording table and player results;
– remedying equipment failure and staff difficulties;
– reporting and eliminating potential security violations.
Communicating relevant matters to a superior in a clear and effective manner by:
– interpreting and implementing instructions from superiors so as to maximise their
effect;
– encouraging active open two-way communication channels;
– developing a degree of autonomy amongst staff through the delegation of duties;
– developing a sense of autonomy through the exercise of considered initiatives;
– ensuring that responsibility is coupled to accountability.
2. Service Provider
The effective provision of service to the public involves and requires a willingness to identify and meet the needs of both internal and external clients:
Internal Clients
With regards to members of staff, a Pit Boss must:
– coach the observance of Occupational Health and Safety requirements which are geared to the physical well being of staff;
– cater to any needs for technical instruction;
– promote an atmosphere which is conducive to staff giving of their best;
– Replace the Me mentality with a We mentality in order to ensure active teamwork;
– remove any de-motivating factors within the pit;
– incorporate motivational techniques within the pit;
– develop a degree of followership amongst staff by creating an irresistible example;
– assume the role of a mentor to their staff;
– adopt a green-house approach where their own conduct is constantly open to scrutiny;
– channel staff conduct through positive concern;
– counsel staff members with a positive outcome in mind.
Corporate Relations Officer
With regards to other departments within the Casino, a Pit Boss must:
– facilitate the harmonious and effective co-operation between their own department and members of other departments;
– safeguard and preserve sense of collaborative teamwork at all times;
– move towards joint agreement through open and honest dialogue concerning issues;
– act within the capacity of a liaison officer between their own and other departments;
– ensure that a group effort is directed towards staff and patrons.
External Clients
With regards to patrons, the Pit Boss must assume the role of Public relations Officer. In accordance with this, they must:
– act within the capacity of a host with a goal of increasing overall business potential;
– utilise the empowerment code to ensure that customer grievances are minimised;
– utilise any complimentary options that are available;
– be willing to empower other members of staff in certain areas of customer service;
– respond to requests and enquires in a prompt and effective manner;
– establish a consistent and equitable relationship with customers;
– be an extensive source of information on gaming matters and support services;
– be established in their ability to communicate confidently with patrons;
– practise active listening skills;
-develop an empathy with the circumstances surrounding the customer;
– instil a sense of service orientation amongst all staff members;
– foster a desire amongst all staff members to exceed the customer’s expectations;
– refine their conflict resolution skills;
-develop dispute recovery systems aimed at healing the wound;
– respect all grievances, and legitimately investigate and resolve them in fair and amicable fashion;
– contribute, wherever possible, to the entertainment factor of the customer’s visit.
