01/03/2021
Training IS the answer.
Two incidents recently have caused me to wonder at the Skill levels within our Industry. Having plied my trade all around the World, working alongside many different Nationalities, and Cultures, it would be easy to say nothing shocks me. Years ago a Pit Boss, I was working alongside onboard a Ship, reported that a dealer had disappeared with a shoe and 8 decks of Cards, Something of a security issue. The Dealer was found on Deck 8 on the guest stairs sorting the cards, a simple if jovial example of a miscommunication.
The latest incident; after seeing that a new Academy had opened, let’s say somewhere in the East, I dropped them a message enquiring if they were looking for trainers. The reply I got was very disjointed but in the first line “I can dheal all games in Cashino, nd can help all Trainers” (copied & pasted). I do not hold too much hope for the academy, not being an English snob here (Autospell is my best friend), but CASHINO, I wish their trainees the best of luck; I think they will need it.
More concerning; during this current Pandemic, the Cruise Industry has been hit particularly hard. Something that goes under the radar is the Mental Health issues of those affected. People were stranded onboard (mostly through no fault of the Cruise Lines) and unable to provide properly for their families. Having spent over 10 years at Sea, and being at a loose end myself, I made an effort every day to try and chat with people stuck onboard, some transferring from ship to ship, and each time having to be quarantined for 2 weeks isolation, in an effort to get them home. I felt it was the least I could do to try and let friends and former colleagues know they had someone to talk to.Imagine my surprise to find a newly promoted Casino Manager, from one of the larger companies, commenting on a post about Suicides onboard in a negative way. “People should respect the life God gave them” and “I wasted 2-3 hours every day checking my staff were ok” to be quite frank it angered me.
But then I had a thought, as I did when the Pit Boss was about to rage at the dealer over the Deck 8 / 8 decks incident. The problem and answer needs to be addressed in a different way. Training at all levels is massive. Having received no formal specific training since Supervisor level, how should this Manager know that the staff are indeed the biggest assets of the Casino, and they need to be treated as such. Unfortunately I feel these are not isolated incidents, and our Industry Worldwide is in a slow decline, not only in front of house in dealing standards, but also working it’s way up in the way we treat our staff.
The answers? To have dedicated training modules in place, that must be passed in order to be promoted to the next tier throughout the floor, from chipper to Casino Manager. Detailed and specific Job Descriptions at all levels. In my next position I hope to be able to work closely with the H.R. department to be able to implement and introduce this. All too often in recent times I have worked alongside people who are out of their depth in the Position they are in. Having been promoted because someone up the line likes them, or wants to keep their partner happy simply does not wash.
Happy New Year.
