Baccarat and Keno Department
Baccarat carries the distinction of being the most elegant game in the casino.
Its employees dress in tuxedos or formal attire and perform their duties in an extremely ornate Baccarat room.
Baccarat players wager significant amounts of money and expect the royal treatment.
The Baccarat manager oversees the wagering and operation of the game. Like all gaming executives, this employee reviews game percentages, noting wins and losses and betting trends.
Baccarat managers have or develop a list of high rollers and must maintain excellent customer relations with their client�le.
Because of the ambiance of the game, a well-trained dealer deals with flair, stimulating wagering from players and creating excitement for onlookers.
A Baccarat shill is an employee who sits at the baccarat table and gambles with house money to create activity in the Baccarat pit.
However, Keno is played much like Bingo.
Keno boards with numbers from 1 to 80 can be viewed on walls throughout the casino, and players wager on the 20 numbers that are randomly drawn with each game. The total number of selections appearing on the board determines the amount of the player's winnings per game.
The gaming revenue center is headed by a Keno manager, who is responsible for the daily operations. He determines jackpot limits, payoff tables, and keno board locations, and monitors the number of games per day to maintain maximum profit structures.
Generally, this person does the interviewing and hiring for the department and dictates the type of internal and external marketing to be done for promotional purposes.
A Keno manager will likely have eight to ten years of Keno experience and must have strong customer relations and analytical skills.
Mega-resorts often employ an assistant Keno manager, but medium and smaller-size casinos utilize shift managers as assistants.
Shift managers act in the capacity of the Keno manager when this person is off the property. Routine functions include computing percentages of games, maintaining game records (drop, win, etc), handling unresolved customer disputes, verifying winning ticket payoffs, and opening and closing each game.
The shift manager directly supervises Keno employees working at the main Keno counter.
Some Keno departments employ second and third persons, best described as quasi-supervisory personnel or assistants to the shift manager. Supervisors oversee the submission of all tickets both by keno writers and Keno runners, and they control the tempo of the game.
Smaller operations use Keno writers as a 'second person', maximizing job efficiency.
These writers, as the name suggests, 'write' Keno tickets for players who submit their plays at the main Keno counter. Also, keno writers are responsible for paying winning tickets, first making sure the ticket corresponds with the appropriate game and number sequence.
Jackpots over a predesignated amount will be referred to the shift manager for payment.
Keno writers are utilized to maximize play throughout the casino. They circulate throughout the casino, restaurants, and other designated public areas, securing tickets and wagers from customers and taking these to the Keno writers at the main keno counter for processing.
Verified winning tickets are paid by the runner, thus allowing the guest to remain in the restaurant, at the gaming table, or at a slot machine.
Runners are an example of ultimate customer service, who, if properly employed, can promote the Keno game, restock Keno tickets and markers at table setups, provide good public relations, and encourage repeat plays on wagered tickets, all of which significantly affect the revenue generated.
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