First-Line Supervisors of Gambling Services Workers

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Directly supervise and coordinate activities of workers in assigned gambling areas. May circulate among tables, observe operations, and ensure that stations and games are covered for each shift. May verify and pay off jackpots. May reset slot machines after payoffs and make repairs or adjustments to slot machines or recommend removal of slot machines for repair. May plan and organize activities and services for guests in hotels/casinos.

Sample of reported job titles: Casino Manager, Casino Shift Manager (CSM), Casino Supervisor, Floor Supervisor, Gaming Floor Supervisor, Pit Boss, Pit Supervisor, Slot Shift Supervisor, Slot Supervisor, Table Games Supervisor

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Tasks

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Monitor game operations to ensure that house rules are followed, that tribal, state, and federal regulations are adhered to, and that employees provide prompt and courteous service.
Respond to and resolve patrons’ complaints.
Observe gamblers’ behavior for signs of cheating, such as marking, switching, or counting cards, and notify security staff of suspected cheating.
Perform minor repairs or make adjustments to slot machines, resolving problems such as machine tilts and coin jams.
Monitor payment of hand-delivered jackpots to ensure promptness.
Greet customers and ask about the quality of service they are receiving.
Perform paperwork required for monetary transactions.
Explain and interpret house rules, such as game rules or betting limits, for patrons.
Maintain familiarity with the games at a facility and with strategies or tricks used by cheaters at such games.
Reset slot machines after payoffs.
Answer patrons’ questions about gaming machine functions and payouts.
Record the specifics of malfunctioning machines and document malfunctions needing repair.
Report customer-related incidents occurring in gaming areas to supervisors.
Establish and maintain banks and table limits for each game.
Attach “out of order” signs to malfunctioning machines, and notify technicians when machines need to be repaired or removed.
Enforce safety rules, and report or remove safety hazards as well as guests who are underage, intoxicated, disruptive, or cheating.
Exchange currency for customers, converting currency into requested combinations of bills and coins.
Monitor stations and games and move dealers from game to game to ensure adequate staffing.
Clean and maintain slot machines and surrounding areas.
Evaluate workers’ performance and prepare written performance evaluations.
Monitor patrons for signs of compulsive gambling, offering assistance if necessary.
Record, issue receipts for, and pay off bets.
Monitor functioning of slot machine coin dispensers and fill coin hoppers when necessary.
Determine how many gaming tables to open each day and schedule staff accordingly.
Direct workers compiling summary sheets for each race or event to record amounts wagered and amounts to be paid to winners.
Supervise the distribution of complimentary meals, hotel rooms, discounts, or other items given to players, based on length of play and amount bet.
Review operational expenses, budget estimates, betting accounts, or collection reports for accuracy.
Establish policies on types of gambling offered, odds, or extension of credit.
Interview and hire workers.
Train, supervise, schedule, and evaluate workers.

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Technology Skills

All 7 displayed Show 17 tools used

Data base user interface and query software — Data entry software; Microsoft Access
Electronic mail software — Microsoft Outlook
Office suite software — Corel WordPerfect; Microsoft Office
Presentation software — Microsoft PowerPoint
Project management software — Microsoft Project
Spreadsheet software — Microsoft Excel
Word processing software — Microsoft Word

Hot Technology — a technology requirement frequently included in employer job postings.

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Knowledge

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Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Mathematics — Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Administration and Management — Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.

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Skills

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Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Speaking — Talking to others to convey information effectively.
Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Social Perceptiveness — Being aware of others’ reactions and understanding why they react as they do.
Coordination — Adjusting actions in relation to others’ actions.
Service Orientation — Actively looking for ways to help people.
Time Management — Managing one’s own time and the time of others.
Management of Personnel Resources — Motivating, developing, and directing people as they work, identifying the best people for the job.
Negotiation — Bringing others together and trying to reconcile differences.
Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.
Persuasion — Persuading others to change their minds or behavior.
Reading Comprehension — Understanding written sentences and paragraphs in work-related documents.
Writing — Communicating effectively in writing as appropriate for the needs of the audience.

Abilities

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Oral Expression — The ability to communicate information and ideas in speaking so others will understand.
Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing that there is a problem.
Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
Near Vision — The ability to see details at close range (within a few feet of the observer).
Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.
Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
Selective Attention — The ability to concentrate on a task over a period of time without being distracted.
Speech Clarity — The ability to speak clearly so others can understand you.
Speech Recognition — The ability to identify and understand the speech of another person.
Information Ordering — The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
Written Comprehension — The ability to read and understand information and ideas presented in writing.

Work Activities

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Performing for or Working Directly with the Public — Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.
Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time.
Resolving Conflicts and Negotiating with Others — Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Evaluating Information to Determine Compliance with Standards — Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
Developing and Building Teams — Encouraging and building mutual trust, respect, and cooperation among team members.
Guiding, Directing, and Motivating Subordinates — Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
Working with Computers — Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
Training and Teaching Others — Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.
Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.
Coaching and Developing Others — Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
Coordinating the Work and Activities of Others — Getting members of a group to work together to accomplish tasks.
Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.
Judging the Qualities of Objects, Services, or People — Assessing the value, importance, or quality of things or people.
Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work.
Communicating with People Outside the Organization — Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
Monitoring Processes, Materials, or Surroundings — Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
Performing Administrative Activities — Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
Inspecting Equipment, Structures, or Materials — Inspecting equipment, structures, or materials to identify the cause of errors or other problems or defects.
Scheduling Work and Activities — Scheduling events, programs, and activities, as well as the work of others.

Detailed Work Activities

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Monitor operational quality or safety.
Communicate with management or other staff to resolve problems.
Monitor patron activities to identify problems or potential problems.
Resolve customer complaints or problems.
Perform basic equipment maintenance.
Maintain financial or account records.
Explain regulations, policies, or procedures.
Greet customers, patrons, or visitors.
Maintain knowledge of business operations.
Operate gaming equipment.
Prepare operational reports or records.
Respond to customer inquiries.
Conduct amusement or gaming activities.
Conduct gaming transactions.
Enforce rules or regulations.
Assign duties or work schedules to employees.
Supervise service workers.
Distribute resources to patrons or employees.
Clean facilities or equipment.
Evaluate employee performance.
Manage budgets for personal services operations.
Develop plans for programs or services.
Conduct eligibility or selection interviews.
Hire personnel.
Prepare employee work schedules.
Train service staff.

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Work Context

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Indoors, Environmentally Controlled — How often does this job require working indoors in environmentally controlled conditions?
Contact With Others — How much does this job require the worker to be in contact with others (face-to-face, by telephone, or otherwise) in order to perform it?
Deal With External Customers — How important is it to work with external customers or the public in this job?
Work With Work Group or Team — How important is it to work with others in a group or team in this job?
Face-to-Face Discussions — How often do you have to have face-to-face discussions with individuals or teams in this job?
Importance of Being Exact or Accurate — How important is being very exact or highly accurate in performing this job?
Spend Time Standing — How much does this job require standing?
Physical Proximity — To what extent does this job require the worker to perform job tasks in close physical proximity to other people?
Sounds, Noise Levels Are Distracting or Uncomfortable — How often does this job require working exposed to sounds and noise levels that are distracting or uncomfortable?
Deal With Unpleasant or Angry People — How frequently does the worker have to deal with unpleasant, angry, or discourteous individuals as part of the job requirements?
Frequency of Decision Making — How frequently is the worker required to make decisions that affect other people, the financial resources, and/or the image and reputation of the organization?
Impact of Decisions on Co-workers or Company Results — What results do your decisions usually have on other people or the image or reputation or financial resources of your employer?
Freedom to Make Decisions — How much decision making freedom, without supervision, does the job offer?
Importance of Repeating Same Tasks — How important is repeating the same physical activities (e.g., key entry) or mental activities (e.g., checking entries in a ledger) over and over, without stopping, to performing this job?
Responsibility for Outcomes and Results — How responsible is the worker for work outcomes and results of other workers?
Frequency of Conflict Situations — How often are there conflict situations the employee has to face in this job?
Spend Time Walking and Running — How much does this job require walking and running?
Structured versus Unstructured Work — To what extent is this job structured for the worker, rather than allowing the worker to determine tasks, priorities, and goals?
Telephone — How often do you have telephone conversations in this job?
Coordinate or Lead Others — How important is it to coordinate or lead others in accomplishing work activities in this job?
Spend Time Using Your Hands to Handle, Control, or Feel Objects, Tools, or Controls — How much does this job require using your hands to handle, control, or feel objects, tools or controls?
Consequence of Error — How serious would the result usually be if the worker made a mistake that was not readily correctable?
Electronic Mail — How often do you use electronic mail in this job?
Exposed to Contaminants — How often does this job require working exposed to contaminants (such as pollutants, gases, dust or odors)?
Letters and Memos — How often does the job require written letters and memos?
Responsible for Others’ Health and Safety — How much responsibility is there for the health and safety of others in this job?
Spend Time Making Repetitive Motions — How much does this job require making repetitive motions?
Level of Competition — To what extent does this job require the worker to compete or to be aware of competitive pressures?
Time Pressure — How often does this job require the worker to meet strict deadlines?

Job Zone

Title	Job Zone Two: Some Preparation Needed
Education	These occupations usually require a high school diploma.
Related Experience	Some previous work-related skill, knowledge, or experience is usually needed. For example, a teller would benefit from experience working directly with the public.
Job Training	Employees in these occupations need anywhere from a few months to one year of working with experienced employees. A recognized apprenticeship program may be associated with these occupations.
Job Zone Examples	These occupations often involve using your knowledge and skills to help others. Examples include orderlies, counter and rental clerks, customer service representatives, security guards, upholsterers, and tellers.
SVP Range	(4.0 to < 6.0)

Credentials

Interests

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Interest code: ECR Want to discover your interests? Take the O*NET Interest Profiler at My Next Move.

Enterprising — Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.
Conventional — Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.
Realistic — Realistic occupations frequently involve work activities that include practical, hands-on problems and solutions. They often deal with plants, animals, and real-world materials like wood, tools, and machinery. Many of the occupations require working outside, and do not involve a lot of paperwork or working closely with others.

Work Styles

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Integrity — Job requires being honest and ethical.
Self-Control — Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations.
Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with high-stress situations.
Cooperation — Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
Attention to Detail — Job requires being careful about detail and thorough in completing work tasks.
Adaptability/Flexibility — Job requires being open to change (positive or negative) and to considerable variety in the workplace.
Concern for Others — Job requires being sensitive to others’ needs and feelings and being understanding and helpful on the job.
Social Orientation — Job requires preferring to work with others rather than alone, and being personally connected with others on the job.
Leadership — Job requires a willingness to lead, take charge, and offer opinions and direction.
Independence — Job requires developing one’s own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
Initiative — Job requires a willingness to take on responsibilities and challenges.
Achievement/Effort — Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
Persistence — Job requires persistence in the face of obstacles.
Analytical Thinking — Job requires analyzing information and using logic to address work-related issues and problems.

Work Values

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Relationships — Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.
Independence — Occupations that satisfy this work value allow employees to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.
Support — Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.

Related Occupations

All 10 displayed

11-9071.00	Gambling Managers
33-9031.00	Gambling Surveillance Officers and Gambling Investigators
33-9093.00	Transportation Security Screeners
39-3012.00	Gambling and Sports Book Writers and Runners
39-6012.00	Concierges
41-1011.00	First-Line Supervisors of Retail Sales Workers
41-2012.00	Gambling Change Persons and Booth Cashiers
43-1011.00	First-Line Supervisors of Office and Administrative Support Workers
43-3041.00	Gambling Cage Workers Bright Outlook
43-9071.00	Office Machine Operators, Except Computer

Wages & Employment Trends

Median wages (2020)	$24.25 hourly, $50,440 annual
State wages
Local wages	ZIP Code:

Employment (2020)	22,000 employees
Projected growth (2020-2030)	Much faster than average (15% or higher)
Projected job openings (2020-2030)	3,000
State trends

Top industries (2020)	Government Accommodation and Food Services

Source: Bureau of Labor Statistics 2020 wage data external site and 2020-2030 employment projections . “Projected growth” represents the estimated change in total employment over the projections period (2020-2030). “Projected job openings” represent openings due to growth and replacement.

Job Openings on the Web

Sources of Additional Information

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Disclaimer: Sources are listed to provide additional information on related jobs, specialties, and/or industries. Links to non-DOL Internet sites are provided for your convenience and do not constitute an endorsement.

American Gaming Association
Occupational Outlook Handbook: Gambling services workers

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