Marcello Cascone, owner and Training Manager of Turin based gaming school. Interview by David McKee
Generally, training is not an easy task. It requires a mix of knowledge, passion and sacrifice. And training staff for the casino industry is not an easy task at all. You have always to keep in mind one basic thing: your customer during the training is not actually your student but the casino in which your trainee will start his/her career, with the added possibility that he or she could be in a managerial position inside the company in the near future.
The possible bottom line of a future casino could easily depend on the strategy and the decisions of that particular trainee – and what you have taught them. So to take this into account, apart from the usual technical aspects, I have to change the trainees’ mindset. They have to fully grasp the concept that, more than the bottom-line results, they also need to focus on customer service. If they devote themselves to quality and base their professional career on this value, the result they produce will be a subsequent, natural increase in company revenues.
Besides quality and customer service, there are other skills I have to develop, depending on whether I have trainee casino dealers or slot attendants in
front of me. Where casino dealers are concerned, I focus on speed and accuracy, in terms of quickness of thought. For instance, in certain European countries, roulette games -- like dice in U.S. -- are really fast and furious. The dealer should always be a step ahead in order to manage the situation properly, especially if the dealer in question is a trainee.
He needs to be up and running fast, and what really speeds up all the operations at the tables is the ability to calculate and present the payments in front of the supervisor in a fraction of a second. In addition, trainee dealers need, from my point of view, to understand the math and the odds behind the games.That’s because, as a casino manager, I don’t want in my pit trainee-dealers supervisors fearing or mentally bothered either by players winning because of “luck” or by pit bosses or shift managers possibly shouting at them because “they are paying too much.” Operating inside a gaming floor is very stressful, so front-line employers like dealers need to be highly aware about all of their hidden aspects just to manage the various table games and different guests in almost a “Zen way” -- that is to say in the here and now.