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OPERATORS AND HUMAN RESOURCE LEADERS by Gary Burrus Jr. May The casino industry in America continues to grow. As the industry expands,​.


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Exploring Human Resource Challenges in the Casino Industry - PDF Free Download
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And gambling revenue has made Macao the world's top casino market, going beyond Las Vegas. (Wikipedia ) Let's come back to the Europe, For example.


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The AGA represents the casino industry by addressing issues affecting its members. The National Human Resources Association (NHRA) is focused on.


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Kelley has over 15 years in the casino industry, 12 of them have been in Human Resources. Prior to joining the Wild Rose Team she was a Table Games Dealer.


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And gambling revenue has made Macao the world's top casino market, going beyond Las Vegas. (Wikipedia ) Let's come back to the Europe, For example.


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She has been in the gaming industry since and calls herself “a total success story.” Janie started out as a human resources interviewer with a casino in.


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MANAGING HUMAN RESOURCES DURING MERGERS AND We have also seen many acquisitions in the casino industry so that now two companies.


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The AGA represents the casino industry by addressing issues affecting its members. The National Human Resources Association (NHRA) is focused on.


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The local human resource landscape has also changed completely with new gaming operators rivalling one another for a share of the local gaming market [7].


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However, unlike people working in casinos, workers in non-gaming industries Therefore, it is critical for the society and human resource management in.


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HR managers of casinos should adopt selection tools to choose employees with better psychological quality, for example, personality tests to assess some important traits such as agreeableness level, the degree to which someone is trusting, amiable, honest, cooperative, and flexible; and emotional stability, the degree to which someone is secure, calm, independent, and autonomous Gomez-Mejia et al. Thus, the casino industry grasps a good opportunity to develop the business, so casino locales are attempting to broaden their markets to include people who were traditionally beyond the profile of gambling travelers, families and younger adults Yoshihashi, The expansion of the casino industry allows casino managers to recruit more staff. Law and morality toward casinos not only affect gamblers but they also affect employees job performance, behavior and loyalty to the industry. Training Not only does training help improve employees job performance and customer satisfaction but it also helps employees reduce psychological pressure and workplace deviant behaviors. Besides the above reasons for turnover, the respondents in the study also pointed out that other reasons for high volunteer turnover rate in casinos are related to the nature of casino work as mentioned above: psychological pressure and non-safety. Employee turnover was rated the third 10 per cent. The Chartered Institution of Personnel and Development concluded the major reasons for turnover in Figure 1. Enhancing Administration: In the U. Practical implications are suggested for casino practitioners in the areas of recruitment and training to help minimize the negative impacts of the HR problems. For instance, American people have evolved as casinos spread across the landscape Minkyung, et al. Casino WDBs are much grimmer than those in other industries, which are commonly found as frauds, cheatings, etc. The tests are available to assess and weed out applicants who might steal on the job. Psychology tests are widely used in selections, especially in retail chains, banks, and other service sectors. High turnover is also one of the biggest HR challenges for casino management. The change hand of big cash and property and the chanciness of winning and losing are violent mental stimulations. The percentage and background of respondents were shown in Table 1. High turnover and rapid change of employee faces in an organization can affect employees commitment and incur high costs in recruitment, training, administration, and morale. Another example, six swindling casino employees, including a senior manager, colluded to defraud in a Scotland casino over 1,, pounds over a four-year period in a scam centered on baccarat. Garry et al. In a sense, human resource management HRM issues in the casino industry look similar to those other hospitality and tourism industries are now facing. Others included training, employees job satisfaction, and salary and so on. Findings The answers to the first part of interview questions shows that most of the respondents rated the psychological security as the biggest and most serious issue in the casino workplace 48 per cent , followed by employees workplace deviant behaviors in casinos 37 per cent. In this way, casinoemployees can identify and take effective measures to handle problem gamblers timely. Human-capital considerations top the list of current managerial concerns in the hospitality industry Cathy, Macintosh et al. On the other hand, the casino industry is so special a business that it does not simply mean games or recreational activities, it also relates to legal and moral issues. However, it is suggested that those functions should be taken up by the human resources department. The National Opinion Research Center noted that gambling appears to be a significant factor prior to divorce. Conclusions and Implications 1. This study attempts to fill the gap. Gomez-Mejia et al. On one hand, the stimulations can make people happy and excited, which may be the original and important purposes that most gamblers hanker for. Employee Turnover Employee turnover is a critical issue to many industries. It helps streamline the functions and operations. Thus, the objectives of this study were to investigate the current HRM challenges in the casino industry and to explore the possible implications for industry practitioners to consider. In addition, Garry et al. In recent years, with the development of the tourism industry, many academics and industrial professionals published their journal papers, conference papers and books about human resource issues in the context of tourism and hospitality industries. The two-way allegiance between casino management and staff reduces the likelihood of employee theft and cheating scams. This is why HRM for casinos is a critical issue with greater complexity than that in other tourism and hospitality industries. The research method can describe social phenomena as they occur naturally; 3. Casino employees work long hours in casinos. Las Vegas and Macau are both famous tourism destinations. The reasons are: 1. It not only benefits gamblers and organizations, but also minimizes psychological and physical harm to casino employees. However, given the escalation of customers demand for gambling, casinos have to recruit, train, and administrate their employees so that they can provide high quality services for their customers. It is suggested that casino management should adopt a comprehensive testing tool kit to screen out candidates. One of the important reasons is the United States have legalized gambling as a means of attracting more tourism Long, et al. Based on a review of the casino effect literature, the interview questions were comprised of two major parts: the first part asked the respondent to identify the biggest HRM challenges in the casino industry and the second part requested the respondent to suggest possible solutions to solve these challenges. Consequently, casino employees tend to be loyal and customer-service oriented because personal success is tied to the casino s viability. Besides the technical training programs, casino employers should provide psychotherapy programs to their employees to help them release psychological pressure. Thompson exposed that casino employees in Europe typically aspire to careers in the gambling industry and many stay with the same company for the duration of their working lives. Although casinos are often perceived as evil, this perception has changed. There are many techniques for human resource managers to test candidates qualifications, personality, expertise, and attitude. Lam et al. The main reason is: in this service industry, most casino employees have direct contacts with the customers they serve and the feedback they get from their customers includes not only things like satisfaction level, job performance, etc. Many governments see casinos as money generating tools that can help spur economic growth. A casinoemployee as a gambling participant or operator is possible to be lured or even take the initiative in those crime activities. As a result, some casino-employee s psychological symptoms are similar to those of problem gamblers. However, people hold a very ambivalent attitude to it and the casino, as a special issue, has been disputed for a long time. However, their percentages were low totaling about 5 per cent. Gary et al. This problem is even more serious in the casino industry. Developing Careers: Many organizations view career development as a good way of preventing job burnout, improving the quality of employees work lives, and meeting affirmative action goals Gomez- Mejia et al. According to Maslow s Need Hierarchy Theory , five basic need levels were categorized: 1. Stedham and Mitchell stated that the casino industry has the highest rate of employee turnover of any major industry. Casinos appear to be a favorite entertainment venue to some of them. In the market, there are tool kits that help casino employees to increase awareness of how to recognize problem gamblers and how to help them, such as Operation Bet Smart, which was developed by Harrah s Entertainment.

Findings show that psychological issues and workplace deviant behaviors are critical in the casino workplace. Human resources in casino industry of them simultaneously pointed out that the psychological pressure does not only exist among read more, but also affect casino employees via gamblers.

On the other hand, when gamblers are over excited, those stimulations become dangerous things. Limitation This study had some limitation in that the scale of sample respondents was small.

The writer interviewed those respondents by means of face-to-face discussion, telephone interview and communication by herself. Other problems are also very significant in the casino-group, such as divorce and suicide. Qualitative method is concerned with the opinions, experiences and feelings of individuals producing subjective data; 2. However, some experts worry about validity of the test and question if the test is illegal in certain countries or regions. Harper reported that 33 to 75 per cent of employees have engaged in deviances in their workplace. In the respondents opinions, comparing with psychological Methodology Qualitative method was used in this study to find out industry experts opinions about HR challenges in casinos. Recruitment and Selection It is important that casinos must divert more efforts on recruiting and selecting potential employees. Although there have been some studies on HR in casinos, they did not explore the issues in depth. Nowadays, many training programs aim to teach employees how to provide quality service to customers and to protect employees themselves at the same time. The survey used a convenient sampling method to invite 20 academic professionals including 9 experts in the casino in dustry and 1 government official. The matters of EPS, from job perspective, can lead to job dissatisfaction, poor job performance, and working frauds. These studies offer a strong academic support to casino HRM. Only those who meet the job requirements are able to enter the job brigade. It is suggested that management should offer more training programs for their employees because training can raise the employees job satisfaction, reduce turnover rate and maintain loyalty. Shaffer and Hall indicated in their study that casino employees represent a unique and highly vulnerable segment of the population, who have been found to have a much higher rate of gambling disorders because they have a greater access and exposure to gambling as compared to the general public. Michand also noted that companies with the better training methods tend to have a lower turnover number overall. Employees Psychological Security EPS EPS gets wide attention in today s world, which can be described as the level of safety an employee feels in his or her workplace. Insiders frauds, cheatings and crimes in casinoworkplace not only harm customers, organizations and employees themselves but they also derogate public impression of this industry. Discussions 1. With rapid social and economic development, people have more time to enjoy and money to spend on entertainment and leisure than in the past. Further to that, employee deviance is voluntary in that employees either lack the motivation to conform to normative expectations of the social context or become motivated to violate those expectations Kaplan, Previous studies showed that fraud, vandalism, theft, lying, malicious rumors, withholding effect, aggressive behavior and sexual harassment are most predominant activities in DWB Griffin et al. This suggestion is supported by academics and industrial professionals. The respondents personal characteristics such as age, gender, nationality and marital status did not come within the scope of study, but they are familiar with the casino industry and have HRM-knowledge in casinos. One of the problemgambler s matters is psychological problem. The tourism and hospitality industry is facing the high turnover problem. Moreover, government s attitudes and policies to casino have also facilitated the changes.