HCM405 Casino Operations Management

Macau is enjoying the prosperity brought by the increase of gaming operations. However, this rapid development imposed a great challenge in Human Resources Management. The hospitality industry is experiencing a high turnover rate, which affects the service quality and long-term sustainability. Major causes of turnover were reviewed from Western based and Asian based literature. Both the software manufacturers and the casinos recognize that tracking systems are far from being anything close to perfect. Thus, gaming companies are continually trying to improve the systems that they have on the market. Junket representatives are usually independent agents who bring players into a particular casino; in return, they are compensated with commission by that casino. If these players do not spend enough time and money in playing, the casino simply loses interest in that representative. The purpose of this model is to identify critical behaviors and trends of casino customers that will help casino management better understand and connect with their target customers. The new segmentation model splits the industry into distinct customer groups based on geo-demographic, behavioral and attitudinal dimensions. Specifically, this study attempts to understand aspects that have been proven successful in order to design more effective customer loyalty programs. However, it appears that casino operators may have overlooked this useful and proven method. At most casino properties the bulk of gaming revenues are derived from slot machines. It is therefore imperative for casino operators to effectively manage and cultivate the performance of this department. However, the value of customer loyalty programs has been questioned in part because empirical research on the effects of loyalty schemes has been inconclusive. Worcester State College, Massachusetts, did not. Assessment of the participants’ attitudes toward gambling, gambling fallacy perceptions, ability to calculate gambling odds, and gambling behaviors were examined before and after exposure to gaming education. Many industry observers have reported a clear interest among Chinese in playing baccarat. Together, VIP and non-VIP baccarat accounted for as much as 85% of Macau's 2005 gross casino gaming revenue. This paper documented and examined the psychology of Chinese baccarat players through a 'non-participatory' observation study. The study discovered some peculiar behaviors about these Chinese gamblers that included a display of high illusion of control. Chinese baccarat players appeared to derive monetary, excitement, entertainment and social values from baccarat gaming. Casino Operations Management degree program is designed for individuals who wish to operate and manage the dynamics of gaming enterprises. Operations management is an important discipline that carefully manages the processes and products that provide services. Managers need to understand how resort and casino industries function on an operational basis in order to better identify opportunities for creating efficiencies in their processes and related activities. Our analysts will balance your floor and optimize your machine mix, which maximizes your revenue. Blackjack to Roulette, today’s table games operations are centered around a great guest experience, game protection, and efficiency. All too often, daily operations managers miss opportunities like inefficient scheduling, time-consuming or redundant rules, and obsolete techniques. Our analysts use proven algorithms and forecasting to maximize your revenue per customer, no matter the guest segment. Great programs can differentiate your location, giving you a competitive advantage that none of your competitors can match. HD is a proprietary analytical program, which delves deeper into a hotel and/or resort’s profit potential from both its existing active database and inactive database. Typically, in the gaming and hospitality industries, an individual with a recorded trip or visit within a 90-day period remains flagged as an active player. Profit Builder HD consultants have extensive experience in the unique local and regional business model of most Indian Gaming operations. We understand that Tribal Gaming is not just a segment of the broader gaming industry, but, a growing and thriving community that spans the entire country. We want to share our experience and help train your tribal community to maximize your casino operations. However, formatting rules can vary widely between applications and fields of interest or study. It's a sure bet that Casino Operations Management, Second Edition will help current and future gaming management professionals better serve any casino. Combines theory with field experience to gain a broader understanding of management as it relates to a specific hospitality segment. Students spend approximately 2.5 hours per week per credit on the job, complete academic work and meet with faculty. Students may earn 2 to 4 credits per semester, with a maximum of 8 credits in any one discipline. Distributes moneys to gaming guests via check cashing, conversion of coins, tokens and gaming chips into currency. Protects company assets while dealing with the public in an efficient and courteous manner.

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