Gambling Managers

Resolve customer complaints regarding problems, such as payout errors.
Remove suspected cheaters, such as card counters or other players who may have systems that shift the odds of winning to their favor.
Track supplies of money to tables and perform any required paperwork.

Important Qualities

Communication skills. Gambling services workers must explain the rules of the game to customers and answer their questions. Misunderstandings can cost a customer money and damage the establishment’s reputation.

Customer-service skills. Gambling jobs involve interaction with customers. The success or failure of a gambling establishment depends on how customers view the experience, making customer service important for all of these occupations.

Leadership skills. Gambling managers and supervisors oversee other gambling services workers and must guide them in doing their jobs and developing their skills.

Math skills. Because they may deal with large amounts of money, gambling services workers must be good at math.

Organizational skills. Gambling managers and supervisors should have an orderly system in place to handle administrative and other tasks for overseeing gambling services workers.

Patience. All gambling services workers must stay composed when they encounter a customer who becomes upset or breaks a rule. They also must stay calm when dealing with equipment failures or malfunctions.

Personality

A3	Your Strengths	Importance	Characteristics of this Career
		96%	Integrity - Job requires being honest and ethical.
		91%	Dependability - Job requires being reliable, responsible, and dependable, and fulfilling obligations.
		88%	Attention to Detail - Job requires being careful about detail and thorough in completing work tasks.
		88%	Leadership - Job requires a willingness to lead, take charge, and offer opinions and direction.
		87%	Self-Control - Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
		86%	Cooperation - Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
		86%	Stress Tolerance - Job requires accepting criticism and dealing calmly and effectively with high-stress situations.
		85%	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.
		83%	Adaptability/Flexibility - Job requires being open to change (positive or negative) and to considerable variety in the workplace.
		81%	Initiative - Job requires a willingness to take on responsibilities and challenges.
		80%	Concern for Others - Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
		79%	Analytical Thinking - Job requires analyzing information and using logic to address work-related issues and problems.
		77%	Persistence - Job requires persistence in the face of obstacles.
		70%	Achievement/Effort - Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
		70%	Social Orientation - Job requires preferring to work with others rather than alone, and being personally connected with others on the job.
		61%	Innovation - Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems.

A3	Your Strengths	Importance	Strengths
		100%	Enterprising - Work involves managing, negotiating, marketing, or selling, typically in a business setting, or leading or advising people in political and legal situations. Enterprising occupations are often associated with business initiatives, sales, marketing/advertising, finance, management/administration, professional advising, public speaking, politics, or law.
		67%	Conventional - Work involves following procedures and regulations to organize information or data, typically in a business setting. Conventional occupations are often associated with office work, accounting, mathematics/statistics, information technology, finance, or human resources.

A3	Your Strengths	Importance	Values of the Work Environment
		83%	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.
		83%	Independence - Occupations that satisfy this work value allow employees to work on their own and make decisions. Corresponding needs are Creativity, Responsibility and Autonomy.
		70%	Working Conditions - Occupations that satisfy this work value offer job security and good working conditions. Corresponding needs are Activity, Compensation, Independence, Security, Variety and Working Conditions.
		67%	Achievement - Occupations that satisfy this work value are results oriented and allow employees to use their strongest abilities, giving them a feeling of accomplishment. Corresponding needs are Ability Utilization and Achievement.
		67%	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.
		56%	Recognition - Occupations that satisfy this work value offer advancement, potential for leadership, and are often considered prestigious. Corresponding needs are Advancement, Authority, Recognition and Social Status.

Aptitude

A3	Your Strengths	Importance	Abilities \| Cognitive, Physical, Personality
		75%	Oral Expression - The ability to communicate information and ideas in speaking so others will understand.
		72%	Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
		72%	Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
		69%	Speech Clarity - The ability to speak clearly so others can understand you.
		69%	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.
		69%	Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.
		69%	Speech Recognition - The ability to identify and understand the speech of another person.
		66%	Near Vision - The ability to see details at close range (within a few feet of the observer).
		63%	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).
		63%	Written Expression - The ability to communicate information and ideas in writing so others will understand.
		60%	Far Vision - The ability to see details at a distance.
		60%	Written Comprehension - The ability to read and understand information and ideas presented in writing.
		56%	Category Flexibility - The ability to generate or use different sets of rules for combining or grouping things in different ways.
		56%	Number Facility - The ability to add, subtract, multiply, or divide quickly and correctly.
		56%	Flexibility of Closure - The ability to identify or detect a known pattern (a figure, object, word, or sound) that is hidden in other distracting material.
		53%	Selective Attention - The ability to concentrate on a task over a period of time without being distracted.
		53%	Perceptual Speed - The ability to quickly and accurately compare similarities and differences among sets of letters, numbers, objects, pictures, or patterns. The things to be compared may be presented at the same time or one after the other. This ability also includes comparing a presented object with a remembered object.
		53%	Speed of Closure - The ability to quickly make sense of, combine, and organize information into meaningful patterns.

A3	Your Strengths	Importance	Skills \| Cognitive, Physical, Personality
		59%	Coordination - Adjusting actions in relation to others' actions.
		57%	Management of Personnel Resources - Motivating, developing, and directing people as they work, identifying the best people for the job.
		57%	Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
		57%	Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
		57%	Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.
		55%	Writing - Communicating effectively in writing as appropriate for the needs of the audience.
		55%	Speaking - Talking to others to convey information effectively.
		55%	Reading Comprehension - Understanding written sentences and paragraphs in work-related documents.
		54%	Service Orientation - Actively looking for ways to help people.
		54%	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.
		54%	Time Management - Managing one's own time and the time of others.
		52%	Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.
		52%	Persuasion - Persuading others to change their minds or behavior.
		52%	Instructing - Teaching others how to do something.
		52%	Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.

Job Details

Responsibilities

Promote products, services, or programs.

Resolve customer complaints or problems.

Enforce rules or regulations.

Coordinate enforcement of laws or regulations.

Maintain knowledge of current developments in area of expertise.

Evaluate employee performance.

Conduct employee training programs.

Monitor activities of individuals to ensure safety or compliance with rules.

Communicate organizational policies and procedures.

Monitor resources.

Interview employees, customers, or others to collect information.

Hire personnel.

Maintain personnel records.

Prepare staff schedules or work assignments.

Manage guest services.

Develop organizational policies or programs.

Monitor flow of cash or other resources.

Determine pricing or monetary policies.

Monitor resources.

Conduct financial or regulatory audits.

Collect payments for goods or services.

Compile operational data.

Signal others to coordinate work activities.

A3	Your Strengths	Importance	Attributes & Percentage of Time Spent
		97%	Face-to-Face Discussions - How often do you have to have face-to-face discussions with individuals or teams in this job?
		95%	Indoors, Environmentally Controlled - How often does this job require working indoors in environmentally controlled conditions?
		95%	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?
		94%	Work With Work Group or Team - How important is it to work with others in a group or team in this job?
		92%	Deal With External Customers - How important is it to work with external customers or the public in this job?
		91%	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?
		91%	Coordinate or Lead Others - How important is it to coordinate or lead others in accomplishing work activities in this job?
		87%	Importance of Being Exact or Accurate - How important is being very exact or highly accurate in performing this job?
		87%	Electronic Mail - How often do you use electronic mail in this job?
		85%	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?
		82%	Freedom to Make Decisions - How much decision making freedom, without supervision, does the job offer?
		81%	Responsible for Others' Health and Safety - How much responsibility is there for the health and safety of others in this job?
		81%	Telephone - How often do you have telephone conversations in this job?
		80%	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?
		77%	Responsibility for Outcomes and Results - How responsible is the worker for work outcomes and results of other workers?
		74%	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?
		73%	Frequency of Conflict Situations - How often are there conflict situations the employee has to face in this job?
		73%	Time Pressure - How often does this job require the worker to meet strict deadlines?
		70%	Physical Proximity - To what extent does this job require the worker to perform job tasks in close physical proximity to other people?
		68%	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?
		67%	Letters and Memos - How often does the job require written letters and memos?
		64%	Consequence of Error - How serious would the result usually be if the worker made a mistake that was not readily correctable?
		62%	Spend Time Standing - How much does this job require standing?
		55%	Spend Time Walking and Running - How much does this job require walking and running?
		53%	Level of Competition - To what extent does this job require the worker to compete or to be aware of competitive pressures?
		71%	Duration of Typical Work Week - Number of hours typically worked in one week.

A3	Your Strengths	Importance	Tasks & Values
		84%	Communicating with Supervisors, Peers, or Subordinates - Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
		83%	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.
		80%	Making Decisions and Solving Problems - Analyzing information and evaluating results to choose the best solution and solve problems.
		80%	Getting Information - Observing, receiving, and otherwise obtaining information from all relevant sources.
		79%	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.
		76%	Resolving Conflicts and Negotiating with Others - Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
		76%	Working with Computers - Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
		72%	Documenting/Recording Information - Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
		72%	Establishing and Maintaining Interpersonal Relationships - Developing constructive and cooperative working relationships with others, and maintaining them over time.
		71%	Coaching and Developing Others - Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
		68%	Staffing Organizational Units - Recruiting, interviewing, selecting, hiring, and promoting employees in an organization.
		68%	Analyzing Data or Information - Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.
		67%	Guiding, Directing, and Motivating Subordinates - Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
		67%	Scheduling Work and Activities - Scheduling events, programs, and activities, as well as the work of others.
		67%	Identifying Objects, Actions, and Events - Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
		66%	Processing Information - Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
		66%	Monitoring Processes, Materials, or Surroundings - Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
		66%	Training and Teaching Others - Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.
		66%	Organizing, Planning, and Prioritizing Work - Developing specific goals and plans to prioritize, organize, and accomplish your work.
		63%	Developing and Building Teams - Encouraging and building mutual trust, respect, and cooperation among team members.
		62%	Coordinating the Work and Activities of Others - Getting members of a group to work together to accomplish tasks.
		60%	Updating and Using Relevant Knowledge - Keeping up-to-date technically and applying new knowledge to your job.
		60%	Judging the Qualities of Objects, Services, or People - Assessing the value, importance, or quality of things or people.
		58%	Interpreting the Meaning of Information for Others - Translating or explaining what information means and how it can be used.
		58%	Monitoring and Controlling Resources - Monitoring and controlling resources and overseeing the spending of money.
		57%	Providing Consultation and Advice to Others - Providing guidance and expert advice to management or other groups on technical, systems-, or process-related topics.
		57%	Developing Objectives and Strategies - Establishing long-range objectives and specifying the strategies and actions to achieve them.
		57%	Thinking Creatively - Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.
		55%	Performing Administrative Activities - Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
		51%	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.

What Gambling Services Workers Do

Many gambling dealers specialize in one type of game.

Gambling services workers serve customers in gambling establishments, such as casinos or racetracks. Some workers tend slot machines or deal cards. Others take bets or pay out winnings. Still others supervise or manage gambling workers and operations.

Duties

Gambling services workers typically do the following:

Interact with customers and make sure that they have a pleasant experience
Monitor customers for violations of gambling rules or the establishment’s policies
Inform their supervisor or a security employee of any irregularities they see
Enforce safety rules and report hazards
Explain to customers how to play the games

The following are examples of types of gambling services workers:

First-line supervisors of gambling services workers directly monitor and coordinate the activities of workers in assigned gambling areas. They move within their assigned areas make sure that everything is running smoothly and that all areas are properly staffed. Table games supervisors (also called floor supervisors) oversee gambling dealers, table games, and players. Slot supervisors oversee activities of the slot department.

Gambling and sports book writers and runners handle bets on sporting events and take and record bets for customers. In addition, they help run games such as bingo and keno. They verify tickets and pay out winning tickets, and some runners collect winning tickets from customers.

Gambling dealers operate table games such as blackjack, craps, and roulette. They control the pace and action of the game, announcing each player’s move to the rest of the table and letting players know when it is their turn. They inspect cards or dice, pay off winning bets, and collect on winning bets. Dealers are often required to work at least two games, usually blackjack or craps.

Gambling managers, who also may be casino managers, plan, coordinate, or direct operations in a gambling establishment. They may create house rules, such as for betting limits, and address customer complaints about service. Gambling managers also hire and train new employees.

For information on gambling cage workers, see the profile on financial clerks. For information on gambling surveillance officers and gambling investigators, see the profile on security guards and gambling surveillance officers.

Work Environment

Gambling services workers held about 132,100 jobs in 2022. Employment in the detailed occupations that make up gambling services workers was distributed as follows:

Gambling dealers	75,600
First-line supervisors of gambling services workers	29,700
Gambling service workers, all other	13,100
Gambling and sports book writers and runners	8,400
Gambling managers	5,300

The largest employers of gambling services workers were as follows:

Casino hotels	33%
Government	26
Gambling industries (except casino hotels)	25
Self-employed workers	8
Spectator sports	2

Gambling dealers spend most of their shift standing or sitting behind a table. Although managers and supervisors may spend limited time working in an office, they frequently monitor activities by circulating among areas on the floor of the establishment.

Casinos in some states are exempt from laws prohibiting smoking indoors. The atmosphere in these facilities may expose gambling services workers to hazards such as secondhand smoke from cigarettes, cigars, or pipes.

Noise from slot machines, gambling tables, and loud customers may be distracting, although workers may wear protective headgear in areas where machinery is used to count money.

Work Schedules

Most casinos are open 24 hours a day, 7 days a week. Employees are often scheduled to work nights, weekends, and holidays, which are typically the busiest times for casinos. Most work full time, although part-time work is common.

Getting Started

Education:

57%

High School Diploma - or the equivalent (for example, GED)

30%

Some College Courses

How to Become a Gambling Services Worker

Dealers should have good customer-service skills.

Gambling jobs typically require a high school diploma or equivalent to enter. Some employers require gambling managers to have a college degree.

Education

Gambling dealers, gambling supervisors, and gambling and sports book writers and runners typically need a high school diploma or equivalent. Educational requirements for gambling managers differ by establishment. Some require a high school diploma or equivalent, while others require gambling managers to have some college or a degree. Those who pursue a degree may choose to study casino management, hotel management, or hospitality, in addition to taking courses in business.

Training

Individual casinos or other gambling establishments have their own training requirements. New gambling dealers may be sent to gambling school for a few weeks to learn a table game, such as blackjack or craps. These schools teach the game’s rules and procedures, as well as state and local laws and regulations related to it.

Although gambling school is primarily for new employees, some experienced dealers go to gambling school if they want to be trained in a new game.

Completing gambling school before being hired may increase a prospective dealer’s chances of being hired, but it does not guarantee a job. Employers usually audition prospective dealers for open positions to assess their personal qualities.

Gambling and sports book writers and runners usually do not have to go to gambling school. They typically are trained in less than 1 month. The employer provides instruction on state and local laws and regulations related to the game, as well the particulars of their job, such as keno calling.

Licenses, Certifications, and Registrations

Gambling services workers must be licensed by a state regulatory agency, such as a state casino control board or gambling commission. Licensing requirements for supervisory or managerial positions may differ from those for gambling dealers, gambling and sports book writers and runners, and all other gambling workers. However, all candidates for a license must provide photo identification and pay a fee. Typically, they also must pass an extensive background check and drug test. Failure to pass the background check may prevent candidates from getting a job or a gambling license.

Age requirements also vary by state. For specific licensing requirements, visit the state’s gambling commission website.

Work Experience in a Related Occupation

Gambling supervisors and gambling managers usually have several years of experience working in a casino or other gambling establishment. Gambling managers often have experience as a dealer or in the customer outreach department. Slot supervisors and table games supervisors usually have experience working in the activities of their respective areas. Some also have worked in entry-level marketing or customer-service positions.

Advancement

Often, gambling managers are promoted from positions as slot supervisors or table games supervisors. They also may be moved from a management job in another part of the establishment, such as hospitality, after learning about the establishment’s operations through an internship or on-the-job training.

Gambling dealers may advance to become gambling supervisors and, eventually, managers. A slot supervisor or table games supervisor may also advance to become a gambling manager.

Job Outlook

Overall employment of gambling services workers is projected to show little or no change from 2022 to 2032.

Despite limited employment growth, about 19,400 openings for gambling services workers are projected each year, on average, over the decade. Most of those openings are expected to result from the need to replace workers who transfer to different occupations or exit the labor force, such as to retire.

Employment

Projected employment of gambling services workers varies by occupation (see table).

Demand is expected to be driven by the increasing popularity of gambling establishments. Additional states currently without commercial gambling establishments may allow new casinos to be built over the next decade in an effort to bring in more tax revenue.

The growth of online gambling may limit employment for some of these workers, including gambling and sports book writers and runners. Although some online gambling is linked to physical locations, online-only gambling sites do not require the same mix of employees.

Also, as more states approve expansions in the number of physical and online gambling establishments, the competition for customers will increase. Establishments that fail to keep or attract customers may close, thereby negating some of the jobs created.

Contacts for More Information

For more information about gambling services workers, visit

American Gaming Association

Casino Careers

Similar Occupations

This table shows a list of occupations with job duties that are similar to those of gambling services workers.

Occupation	Job Duties	Entry-Level Education	Median Annual Pay, May 2022
Customer Service Representatives	Customer service representatives interact with customers to handle complaints, process orders, and answer questions.	High school diploma or equivalent	$37,780
Lodging Managers	Lodging managers ensure that guests have a pleasant experience at an accommodations facility. They also plan, direct, or coordinate activities to ensure that the facility is efficient and profitable.	High school diploma or equivalent	$61,910
Public Relations and Fundraising Managers	Public relations managers direct the creation of materials that will enhance the public image of their employer or client. Fundraising managers coordinate campaigns that bring in donations for their organization.	Bachelor's degree	$125,620
Public Relations Specialists	Public relations specialists create and maintain a positive public image for the clients they represent.	Bachelor's degree	$67,440
Retail Sales Workers	Retail sales workers help customers find products they want and process customers’ payments.	No formal educational credential	$30,750
Sales Managers	Sales managers direct organizations' sales teams.	Bachelor's degree	$130,600
Security Guards and Gambling Surveillance Officers	Security guards and gambling surveillance officers protect property from illegal activity.	High school diploma or equivalent	$34,770
Financial Clerks	Financial clerks do administrative work, help customers, and carry out transactions that involve money.	High school diploma or equivalent	$45,570

Gambling Managers

Gambling Services Worker

What they do:

On the job, you would: