Behind the Scenes: The Reality of Working in a Casino

Casinos evoke in our minds an image of glamour and excitement that exists only in the idealized sense of these institutions. No one knows better than the people working in them what really goes on inside a casino. Tips may make up for the grueling hours of work and unpleasant clientele, but casino work has little to do with glamour.

This may vary based upon the region and the extent of gambling as part of local culture. For example, a casino in Macau or Las Vegas could never possibly be the same as a humble casino in a smaller town or community. As well, fewer patrons become angry, addicted, or poor losers, again with some exception.

Dedicated players

There are also dedicated players found in large casinos, where the bet amount reaches hundreds of thousands of dollars (and millions) and it is here that we find the most common examples of addicted players and irrational beliefs or behaviors. More than likely, these players yell and scream at casino staff. Many people probably consider this a hostile workplace environment.

As a result of the questionable ethics of the casino industry, it is understandable that many will not last long in this type of setting or want to expose themselves to the dark side of human passion that occasionally takes over individuals. Imagine seeing someone who has lost just one cent on the penny slot machine and can't quit. That is certainly a difficult sight to bear.

Still, there is no universal rule that applies to all and thus, there are benefits to working in a casino. Working in a casino offers a fun and exciting atmosphere that is alive with light and energy. Also, not all players are boisterous. There are players who laugh, dance and treat casino staff with kindness.

All of this information helps create a summary of working in a casino, in terms of several distinct aspects related to each other and provides a way for an individual to survive in this type of position.

Is the customer always right?

When there is too much adrenaline and/or too much alcohol causing confusion to a player's judgment, it is best to avoid him/her. Or call security. While an employee should never tolerate disrespect from a patron, casino policy is extremely strict with regard to treating patrons, particularly repeat patrons. As such, you will never hear a casino employee yelling at a patron  and especially not a regular.

Who dares to defy this policy, is viewed as unprofessional. Most times, disagreements resolve into an argumentative outburst, and in extreme cases lead to blow-ups and firings. Therefore, when a patron tries to alter his/her orders, employees have the authority to speak with management. Management will decide whether or not to boot the patron or issue a warning.

Yes, temporarily, never permanently

For individuals who struggle making ends meet due to financial issues or family obligations, or for individuals needing quick cash, casinos represent an instant source of income. On the other hand, for many employees earning enough tips to cover overtime pay and additional hours worked; no one became rich with the salary offered by these establishments.

In fact, most experienced employees agree that this is an unhealthy work environment that makes it impossible for most employees to endure longer than six months. Although manager jobs are removed from the hostility of the players; those jobs that involve direct interaction with patrons are another matter altogether.

Companionship matters more than anything else

Generally speaking, because casino managers don't have to contend with the toxic environment that sometimes invades a gaming establishment, they generally appear apathetic toward their employees' pleas for support. Thusly, to counteract their work environment, nothing lifts employee morale more than having their fellow coworkers cheering them on.

Between their extensive working hours, constant stream of patrons passing back and forth through their stations and irate patrons clamoring for reimbursement for their losses; having their coworkers provide moral support does wonders for keeping their spirits lifted during their shifts.

Vices and lessons learned

In some instances, there will be patrons who attempt to retain their $5 credit token; scratch off all the numbers they can hoping for that elusive big win on roulette; or completely exhaust their funds playing slots. For many casino workers, those days of ultimate desperation, hopelessness and anxiety left them with a monumental lesson: there are people willing to do absolutely anything for money -- but that is not the most important thing in life.

FAQs: A glimpse into the reality of casino worker life

What are common misconceptions about working in a casino?

Most people view casinos as glamorous playgrounds depicted in movies and television shows. However, for those employed within a casino environment, this perception couldn't be further from reality. Despite the potential for good tip money; the atmosphere is generally fast-paced, stressful and not "glamorous" by any stretch of imagination.

Do experiences vary based upon large versus small casinos?

Work experiences vary greatly depending upon geographic locations. Major gambling meccas such as Macau or Las Vegas have much larger stakes involved -- thus creating a greater frequency of encountering players who exhibit addicted behavior, anger due to loss or excessive superstition. Conversely, smaller communities or towns have smaller stakes involved -- therefore experiencing fewer patron issues due to gambling addictions, anger due to loss, etc. Every geographic/cultural location presents unique circumstances.

What challenges do workers face?

Workers in casinos encounter numerous challenges on a daily basis. These include dealing with patrons who lose large sums of money; witnessing patrons engaged in addictive behavior; and working under pressure created by patrons fueled by both adrenaline and intoxication. The ability to withstand disrespect while maintaining adherence to policies strictly governing patron service is required for success.

Are there any positive aspects to working in a casino?

While casinos pose numerous challenges, working in a casino can still be enjoyable. The overall atmosphere is energetic, filled with lights and movement. Some patrons come to casinos solely for entertainment purposes  dancing, interacting with employees, and enjoying themselves without contributing negatively towards the challenging aspects of working in a casino.

How do employees cope with difficult work conditions?

Employees coping with the stressors of working in a casino generally utilize camaraderie/support from co-workers as an effective means of mitigating difficult work conditions. When conflicts arise between patrons/employees, employee solidarity often serves as a comforting factor in helping maintain morale.

What lessons have casino workers learned from their experience?

Many employees working in casinos develop an appreciation for the underlying complexities/darker aspects of human nature as a result of their exposure to patrons engaged in excessive gaming activity. Employees have witnessed firsthand the extremes people will take to obtain money -- including those afflicted by addiction. Such experiences ultimately teach employees valuable lessons regarding what truly matters beyond obtaining wealth.