Gaming Services Occupations

Summary

gaming services occupations image
Many gaming services workers are employed by casinos.
Quick Facts: Gaming Services Occupations
2012 Median Pay $20,210 per year
$9.71 per hour
Entry-Level Education High school diploma or equivalent
Work Experience in a Related Occupation See How to Become One
On-the-job Training See How to Become One
Number of Jobs, 2012 182,200
Job Outlook, 2012-22 10% (As fast as average)
Employment Change, 2012-22 17,900

What Gaming Services Occupations Do

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

Work Environment

Most gaming services workers are employed in the casino hotels or gambling industries. Because most establishments are open 24 hours a day, 7 days a week, employees work nights, weekends, and holidays.

How to Become a Gaming Services Worker

Most gaming jobs require a high school diploma or equivalent. Some casinos may require gaming managers to have a college degree. In addition, all gaming services workers must have excellent customer-service skills.

Pay

The median annual wage for workers in gaming services occupations was $20,210 in May 2012.

Job Outlook

Employment in gaming services occupations is projected to grow 10 percent from 2012 to 2022, about as fast as the average for all occupations. Since some states benefit from casinos in the form of tax revenues, additional states may expand the number of gambling establishments over the next decade.

Similar Occupations

Compare the job duties, education, job growth, and pay of gaming services occupations with similar occupations.

More Information, Including Links to O*NET

Learn more about gaming services occupations by visiting additional resources, including O*NET, a source on key characteristics of workers and occupations.

What Gaming Services Occupations Do

Gaming services occupations
Many gaming dealers specialize in one type of game.

Gaming 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 gaming workers and operations.

Duties

Gaming services workers typically do the following:

  • Interact with customers and ensure that they have a pleasant experience
  • Monitor customers for violations of gaming regulations or casino policies
  • Inform their supervisor or a security employee of any irregularities they observe
  • Enforce safety rules and report hazards

Gaming managers and supervisors direct and oversee the gaming operations and personnel in their assigned area. Supervisors circulate among the tables to make sure that everything is running smoothly and that all areas are properly staffed. Gaming managers and supervisors typically do the following:

  • Keep an eye on customers and employees to ensure compliance with all gaming and casino rules
  • Communicate with other departments if security or customer-service issues arise
  • Address customers’ complaints about service
  • Explain house operating rules, such as betting limits, if customers do not understand them
  • Schedule when and where employees in their section will work
  • Interview, hire, and train new employees

Slot supervisors oversee the activities of the slot department. The job duties of this occupation have changed significantly, as slot machines have become more automated. Because most casinos use video slot machines that give out tickets instead of cash and thus require very little oversight, workers in this occupation spend most of their time providing customer service to slot players. Slot supervisors typically do the following:

  • Watch over the slot section and ensure that players are satisfied with the games
  • Refill machines with tickets or money when they run out
  • Reset cash slot machines after a payout
  • Respond to and resolve customer complaints
  • Interview, hire, and train new employees

Gaming dealers operate table games such as craps, blackjack, and roulette. They stand or sit behind tables while serving customers. Dealers control the pace and action of the game. They announce each player’s move to the rest of the table and let players know when it is their turn. Most dealers can work with at least two games, usually blackjack or craps. Gaming dealers typically do the following:

  • Give out cards and provide dice or other equipment to customers
  • Determine winners, calculate and pay off winning bets, and collect on losing bets
  • Continually inspect cards or dice
  • Inform players of the rules of the game
  • Keep track of the amount of money that customers have already bet
  • Exchange paper money for gaming chips

Gaming and sports book writers and runners handle bets on sporting events and take and record bets for customers. Sports book writers and runners also verify tickets and pay out winning tickets. In addition, they help run games such as bingo and keno. Some gaming runners collect winning tickets from customers in a casino. Gaming and sports book writers and runners typically do the following:

  • Scan tickets and calculate winnings
  • Operate the equipment that randomly selects bingo or keno numbers
  • Announce bingo or keno numbers when they are selected
  • Are responsible for the cash that comes in (on bets) and goes out (on winnings) during their shift

Work Environment

Gaming services occupations
Slot supervisors are in charge of the slot department.

Workers in gaming services occupations held about 182,200 jobs in 2012. Many of the jobs were in commercial casinos, riverboat casinos, casino hotels, Native American casinos, and racetracks with casinos. However, these establishments are not legal in every state.

Some gaming services occupations are physically demanding. Gaming dealers spend most of their shift standing behind a table. Managers and supervisors are constantly walking up and down the casino floor.

A casino atmosphere may also expose gaming services workers to hazards such as secondhand smoke from cigarettes, cigars, and pipes. Noise from slot machines, gaming tables, and loud customers may be distracting to some, although workers 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 work nights, weekends, and holidays. Most managers and supervisors have full-time work schedules. Most gaming dealers, sports book writers, and other gaming services workers also work full time.

How to Become a Gaming Services Worker

Gaming services occupations
Dealers should have good customer service skills.

Most gaming jobs require a high school diploma or equivalent. Some casinos may require gaming managers to have a college degree. In addition, all gaming services workers must have excellent customer-service skills.

Education

Gaming dealers, gaming supervisors, sports book writers and runners, and slot supervisors typically need a high school diploma or a equivalent. Educational requirements for gaming managers, however, differ by casino. Although some casinos may only require a high school diploma or equivalent, others require gaming managers to have a college degree. Those who choose to pursue a degree may study hotel management, hospitality, or accounting in addition to taking formal management classes.

Training

Individual casinos or other gaming establishments have their own training requirements. Usually, new gaming dealers are sent to gaming school for a few weeks to learn a casino game, such as blackjack or craps. These schools teach the rules and procedures of the game, as well as state and local laws and regulations related to the game.

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

Gaming and sports book writers and runners usually do not have to go to gaming school. They can be trained by the casino in less than 1 month. The casino teaches them state and local laws and regulations related to the game, as well the particulars of their job, such as keno calling.

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

Licenses, Certifications, and Registrations

Gaming services workers must be licensed by a state regulatory agency, such as a state casino control board or gaming commission. Licensing requirements for supervisory or managerial positions may differ from those for gaming dealers, gaming and sports book writers and runners, and all other gaming workers. However, all applicants for a license must provide photo identification and pay a fee. They must also typically pass a background check and drug test.

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

Work Experience in a Related Occupation

Gaming and slot supervisors and gaming managers usually have several years of experience working in a casino. Gaming supervisors often have experience as a dealer or in the customer outreach department of the casino. Slot supervisors usually have experience as a slot technician or slot attendant. Some also may have worked in entry-level marketing or customer-service positions.

Advancement

Gaming managers are often promoted from positions as slot or gaming supervisors. They also may be moved from a management job in another part of the resort, such as hospitality, after learning about casino operations through an internship or on-the-job training.

Gaming dealers can advance to gaming supervisors and eventually managers. A slot supervisor can also advance to gaming manager.

Important Qualities

Communication skills. Gaming services workers must be able to explain the rules of the game to customers and answer any questions they have. Simple misunderstandings can cost a customer a lot of money and damage the reputation of the casino.

Customer-service skills. All gaming jobs involve a lot of interaction with customers. The success or failure of a casino depends on how customers view the casino, making customer service important for all gaming services occupations.

Leadership skills. Gaming managers and supervisors oversee other gaming services workers and must be able to guide them in doing their jobs and developing their skills.

Math skills. Because they deal with large amounts of money, many casino workers must be good at math.

Organizational skills. Gaming managers and supervisors must be well organized to handle administrative and other tasks required in overseeing gaming services workers.

Patience. All gaming services workers have to be able to keep their composure when they handle a customer who becomes upset or breaks a rule. They must also be patient in dealing with equipment failure of malfunction.

Pay

Gaming Services Occupations

Median annual wages, May 2012

Total, all occupations

$34,750

Gaming services occupations

$20,210

 

The median annual wage for workers in gaming services occupations was $20,210 in May 2012. The median wage is the wage at which half the workers in an occupation earned more than that amount and half earned less. The lowest 10 percent earned less than $16,530, and the top 10 percent earned more than $54,830.

The median annual wages for gaming services occupations in May 2012 were as follows:

  • $65,220 for gaming managers
  • $49,290 for gaming supervisors
  • $32,390 for slot supervisors
  • $23,490 for all other gaming services workers
  • $21,810 for gaming and sports book writers and runners
  • $18,630 for gaming dealers

Most casinos are open 24 hours a day, 7 days a week. Employees work nights, weekends, and holidays. Most managers and supervisors have full-time work schedules. Most gaming dealers, sports book writers, and other gaming services workers also work full time.

Job Outlook

Gaming Services Occupations

Percent change in employment, projected 2012-22

Total, all occupations

11%

Gaming services occupations

10%

 

Employment in gaming services occupations is projected to grow 10 percent from 2012 to 2022, about as fast as the average for all occupations. Employment growth of gaming managers and supervisors is projected to be 7 and 8 percent, respectively. Employment of gaming and sports book writers and runners is projected to grow 8 percent.

These occupations will be driven by the increasing popularity of gambling establishments such as Native American casinos and regional casinos. Because states benefit from some casinos in the form of tax revenues, additional states may expand the number of gambling establishments over the next decade.

Increased demand for table games will drive growth for gaming dealers, whose employment is projected to grow 11 percent from 2012 to 2022. Many jurisdictions that currently allow only slot machines are expected to begin allowing table games for the additional money they bring. However, new electronic table games, which eliminate the need for a dealer, may moderate employment growth.

Employment of slot supervisors is projected to grow 6 percent from 2012 to 2022, which is slower than that of other gaming services occupations. Almost all slot machines now use tickets instead of coins, reducing the need for workers to pay out jackpots, fill hoppers, and reset machines. In addition, advancements in technology allow slot machines to be linked to a network and adjusted from a central computer, rather than one at a time on the floor.

Some casinos may be at risk due to potential oversaturation. As more states approve the expansion in the number of gaming establishments, the competition for customers will increase. Those establishments that fail to keep or attract customers may be forced to close.

In addition, new state taxes on casinos may make some casinos unprofitable and lead to closings or hesitancy among investors to invest in new gaming establishments.

Job Prospects

Although job openings will occur due to workers leaving the occupation, strong competition is expected for jobs at casinos. Those with work experience in customer service at a hotel or resort should have better job prospects because of the importance of customer service in casinos.

Employment projections data for Gaming Services Occupations, 2012-22
Occupational Title SOC Code Employment, 2012 Projected Employment, 2022 Change, 2012-22 Employment by Industry
Percent Numeric

SOURCE: U.S. Bureau of Labor Statistics, Employment Projections program

Gaming services occupations

182,200 200,100 10 17,900

Gaming managers

11-9071 4,800 5,200 7 400 [XLS]

Gaming supervisors

39-1011 38,500 41,600 8 3,100 [XLS]

Slot supervisors

39-1012 10,700 11,400 6 600 [XLS]

Gaming dealers

39-3011 100,300 111,700 11 11,400 [XLS]

Gaming and sports book writers and runners

39-3012 14,700 15,800 8 1,100 [XLS]

Gaming service workers, all other

39-3019 13,200 14,400 9 1,200 [XLS]

Similar Occupations

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

Occupation Job Duties ENTRY-LEVEL EDUCATION 2012 MEDIAN PAY
Customer service representatives

Customer Service Representatives

Customer service representatives handle customer complaints, process orders, and provide information about an organization’s products and services.

High school diploma or equivalent $30,580
Lodging managers

Lodging Managers

Lodging managers ensure that guests on vacation or business travel have a pleasant experience at a hotel, motel, or other types of establishment with accommodations. They also ensure that the establishment is run efficiently and profitably.

High school diploma or equivalent $46,810
Public relations managers and specialists

Public Relations and Fundraising Managers

Public relations managers plan and direct the creation of material that will maintain or enhance the public image of their employer or client. Fundraising managers coordinate campaigns that bring in donations for their organization.

Bachelor’s degree $95,450
public relations specialists image

Public Relations Specialists

Public relations specialists create and maintain a favorable public image for the organization they represent. They design media releases to shape public perception of their organization and to increase awareness of its work and goals.

Bachelor’s degree $54,170
Retail sales workers

Retail Sales Workers

Retail sales workers include both those who sell retail merchandise, such as clothing, furniture, and automobiles, (called retail salespersons) and those who sell spare and replacement parts and equipment, especially car parts (called parts salespersons). Both types of workers help customers find the products they want and process customers’ payments.

Less than high school $21,410
Sales managers

Sales Managers

Sales managers direct organizations' sales teams. They set sales goals, analyze data, and develop training programs for organizations’ sales representatives.

Bachelor’s degree $105,260
Security guards and gaming surveillance officers

Security Guards and Gaming Surveillance Officers

Security guards and gaming surveillance officers patrol and protect property against theft, vandalism, terrorism, and illegal activity.

High school diploma or equivalent $24,020
Suggested citation:

Bureau of Labor Statistics, U.S. Department of Labor, Occupational Outlook Handbook, 2014-15 Edition, Gaming Services Occupations,
on the Internet at http://www.bls.gov/ooh/personal-care-and-service/gaming-services-occupations.htm (visited September 30, 2014).

Publish Date: Wednesday, January 8, 2014