User:Theory and Practice/sandbox

=Pit Manager= PROVIDE AN INTRODUCTION TO WHAT A PIT MANAGER IS, LIKE a 3-4 sentence summary.

General Overview
First line employees on a gaming floor include the Casino Shift Manager, Pit manager, Floorperson/ Supervisor, and Dealers. A pit manager supervises the Floorperson(s) and the Dealers they are assigned to during their shift. It is difficult to specify the job description of a pit manager because of different rules, regulations, policies and procedures that vary between different countries, states and provinces. Depending on the table game or games a Pit manager may be responsible from 2 tables up to 32 tables in the pit or pits. Various table games require different supervision. A pit manager may be compared to a boxman who supervises the craps table. A pit manager must have excellent customer service skills in order to interact professionally with the employees and the patrons of the casino. They report to the Casino Shift Manager and follow the hierarchy of employee status. Knowledge of the province’s gaming legalities, policies and procedures is essential in order to conduct proper management.

Pit Managers and Casinos
The first permanent casino was opened in 1993 in Ontario. Most casinos are on First Nations land and is a multi-billion dollar industry. In Ontario the regulatory rules have to be met in accordance with the Ontario Lottery OLG and Gaming Corporation and the Alcohol and Gaming Commission of Ontario AGCO. There are different categories of gaming licences casino employees must apply for; be approved, and abide by any stipulations from the licensing bureau or commission

Customer Service Responsibilities
A Pit Manager must keep the facility’s best interests in mind at all times. Observing table game activities and ensuring proper procedures are being followed including watching for illegal play such as cheats.net/cheats, money laundering, and disgruntle patrons disrupting play. This is when customer service skills are imperative. The ability to portray empathy and/or negotiate under pressure is essential when resolving discrepancies. The ability to also be aware of employees under duress because of their own gambling addictions is imperative. Gambling addictions are quite high amongst casino employees. These are examples of why extensive knowledge of game procedures is imperative. Professional appearance is absolute. In Ontario the Responsible Gaming council has put a kiosk called M.A.R.G.I. in all casinos. This is a computerized kiosk that has information about gambling that a patron can use confidentially. A Manager may suggest a patron use it to make more informed decisions about their gambling.

Pit Managers are also constantly training, teaching and coaching dealers and floor supervisors to enhance the working environment and the patrons playing experience at the casino. This builds and maintains relationships with co-workers and guests making it a better experience for everyone

Pit Manager Procedures
Different provinces have different regulatory rules that must be followed. Each casino has different internal policies and procedures to follow as well. For example Pit Managers in Alberta must pass a test before they are allowed their key gaming license to withhold such a position. Also, in [Alberta] the Pit Boss role is the same as an Inspector or Supervisor while the Supervisor in Alberta is the same as a Pit Manager or Pit Boss in Ontario. Some Pit manager’s duties include and may be responsible for issuing cards, making sure all paper work is correctly filled out and signed by the appropriate persons. Implementing the proper procedures are being met by all parties including patrons. Report pertinent information to the Casino Shift Manager or Casino Manager. Effectively enter information into computer system and keep information updated, such as times of card changes, table money in and out counts, and schedules. Ensure all guests are treated respectfully by all gaming floor staff. Because Pit Managers work directly with all staff on the gaming floor, their input is first-hand knowledge of the job performance of Floorpersons and Dealers and is used in the evaluations or probationary period of the Floorperson and Dealers. A Pit Manger continuously walks the gaming floor in their designated [pit] unless instructed or taken upon their own incentive to see a situation that needs tended to elsewhere. Pit Managers must know the emergency contingency plan in case of power outage, fire alarm, bomb threat, patron or employee sickness, etc. but during this they must maintain customer service standards to its highest level. Pit Mangers are responsible for tracking a patron’s game play. Upon this they can determine what kind of comp a patron is entitled to. Depending on a patrons play they may be eligible for a free hotel night stay, pick-up or drop-off to and from the casino, a concert or show at the entertainment center of the casino, a dinner or even a sandwich. There is no set limit for comps, this is a big misconception. Comps can be given for any number of reasons. For play time and monies spent while playing, error made not in favour of the patron, a mishap such as a drink was spilled on the patron accidentally and loyalty or return of play at the casino. A Pit Manager would have an advantage knowing different cultures beliefs and values because casinos are both employed and visited by many different cultures. Scheduling of the gaming floor varies. A [Pit Manager] may be responsible for the scheduling of the entire gaming floor assigning everyone from fellow Pit Managers to their assigned pits, what pit the Floorpersons will be in and what table the Dealer will be at. They are also responsible for the different shifts of the gaming floor employees throughout their own designated shift. Everyone does not have the same start time because most casinos are open 24/7 and staggered shifts are favoured in this industry. Gaming etiquette is mainstream unlike policies and procedures. A Pit Manager may suggest or give a new player an information card about a game they do not know how to play but no employee is allowed to tell a player what to do. They may give the odds of a game or an explanation of the game. A player is more apt to have a better experience at the casino and feel less intimidated if they know the basics of table games

Professional Qualifications
PROVIDE AN OVERVIEW TO WHERE YOU GOT THIS INFORMATION FROM, AND THE CAREER PATH OF A PITMAN
 * impeccable customer service skills
 * proficient in Microsoft suite
 * professional at all times
 * Strong written, oral and computer skills
 * mathematical skills, ability to make concise decisions