Occupation · SOC 39-1013
First-Line Supervisors of Gambling Services Workers
Directly supervise and coordinate activities of workers in assigned gambling areas. May circulate among tables, observe operations, and ensure that stations and games are covered for each shift. May verify and pay off jackpots. May reset slot machines after payoffs and make repairs or adjustments to slot machines or recommend removal of slot machines for repair. May plan and organize activities and services for guests in hotels/casinos.
Median wage
$61,590
$38,360–$82,370
Projected growth
—
—
Annual openings
—
per year
Employed (US)
25,530
Job Zone 2
Typical preparation
Some preparation
Stackable credential programs
5 mapped
Core skills
Service OrientationMonitoringSpeakingActive ListeningReading ComprehensionCritical ThinkingTime ManagementSocial PerceptivenessWritingManagement of Personnel ResourcesCoordinationInstructingComplex Problem SolvingNegotiationJudgment and Decision MakingSystems AnalysisPersuasionActive LearningSystems EvaluationLearning StrategiesMathematicsOperations MonitoringQuality Control AnalysisOperation and ControlTroubleshootingProgrammingManagement of Material ResourcesManagement of Financial ResourcesRepairingEquipment SelectionEquipment MaintenanceTechnology DesignOperations AnalysisScienceInstallation
Knowledge areas
Customer and Personal ServiceMathematicsEnglish LanguageAdministration and ManagementComputers and ElectronicsEducation and TrainingEconomics and AccountingPublic Safety and SecuritySales and MarketingPersonnel and Human ResourcesAdministrativePsychologyProduction and ProcessingLaw and GovernmentEngineering and TechnologyCommunications and MediaTherapy and CounselingMechanicalSociology and AnthropologyForeign LanguageTelecommunicationsTransportationFood ProductionGeographyDesignBuilding and ConstructionHistory and ArcheologyPhilosophy and TheologyPhysicsChemistryMedicine and DentistryBiologyFine Arts
Technology & tools
Corel WordPerfect Office SuiteMicrosoft AccessMicrosoft ExcelMicrosoft Office softwareMicrosoft OutlookMicrosoft PowerPointMicrosoft ProjectMicrosoft WordOperating system software
Representative tasks
Performing for or Working Directly with the PublicCommunicating with Supervisors, Peers, or SubordinatesGetting InformationWorking with ComputersGuiding, Directing, and Motivating SubordinatesEvaluating Information to Determine Compliance with StandardsResolving Conflicts and Negotiating with OthersMaking Decisions and Solving ProblemsEstablishing and Maintaining Interpersonal RelationshipsDocumenting/Recording InformationCoaching and Developing OthersOrganizing, Planning, and Prioritizing WorkDeveloping and Building TeamsIdentifying Objects, Actions, and EventsProcessing InformationMonitoring Processes, Materials, or SurroundingsTraining and Teaching OthersUpdating and Using Relevant KnowledgePerforming Administrative ActivitiesJudging the Qualities of Objects, Services, or PeopleCoordinating the Work and Activities of OthersPerforming General Physical ActivitiesAssisting and Caring for OthersInterpreting the Meaning of Information for OthersScheduling Work and ActivitiesAnalyzing Data or InformationHandling and Moving ObjectsCommunicating with People Outside the OrganizationProviding Consultation and Advice to OthersInspecting Equipment, Structures, or MaterialsDeveloping Objectives and StrategiesThinking CreativelyStaffing Organizational UnitsEstimating the Quantifiable Characteristics of Products, Events, or InformationSelling or Influencing OthersControlling Machines and ProcessesRepairing and Maintaining Electronic EquipmentMonitoring and Controlling ResourcesRepairing and Maintaining Mechanical EquipmentOperating Vehicles, Mechanized Devices, or Equipment
Competency framework
Skill expectations by proficiency level.
emerging
House rules and basic game procedures — recognize and follow under direct supervisor guidance on the casino floor.Patron complaints and service inquiries — listen actively and escalate to a senior supervisor in a gaming facility.Regulatory compliance requirements — identify tribal, state, and federal rules with support from posted guidelines and training materials.Customer greetings and service quality checks — perform scripted interactions with table game and slot machine patrons under observation.Suspected cheating behaviors — recognize common signs such as card marking or switching and report immediately to security staff.Hand-delivered jackpot payments — observe and assist in monitoring payment promptness under direct supervision.Basic monetary transaction paperwork — complete standard forms accurately with guidance from a shift supervisor.Slot machine minor malfunctions — identify common issues such as coin jams and tilts and notify a technician or supervisor.Office suite and email software — use to send routine shift reports and correspondence under direction in a casino office.Game strategies and cheating tricks — begin building familiarity through structured on-the-job training and reference materials.
developing
Game operations across assigned tables or machines — monitor independently to ensure house rules and regulatory adherence during a standard shift.Patron complaints and service issues — resolve routine complaints directly using established protocols without escalating to management.Monetary transaction documentation — complete and process paperwork accurately and on schedule with minimal oversight.Cheating indicators such as card counting or switching — detect through attentive floor observation and coordinate response with security staff.Customer service quality — assess consistently by circulating the floor and asking targeted questions of patrons at gaming stations.Slot machine adjustments and minor repairs — perform independently to resolve tilts, coin jams, and display errors on the gaming floor.Hand-delivered jackpot monitoring — oversee payment timing and accuracy to ensure prompt, compliant patron payouts.Employee scheduling and task coordination — assign and adjust staff duties during a shift using scheduling software and verbal direction.Spreadsheet and database tools — use to track transactions, incident logs, and machine performance data in daily operations.Regulatory updates and facility game changes — maintain current working knowledge and apply to routine supervisory decisions.
proficient
Full gaming floor operations — supervise autonomously across all game types and shifts, ensuring consistent rule enforcement and regulatory compliance.Complex or escalated patron disputes — resolve independently using negotiation and critical thinking to protect both patron satisfaction and facility interests.Patterns of suspicious gambling behavior — analyze across multiple sessions and patron interactions and lead coordinated responses with security and management.Staff performance and development — evaluate individual employees, deliver constructive feedback, and guide improvement on a gaming shift.Non-routine monetary transaction discrepancies — investigate, document, and correct while maintaining accurate records in compliance with audit requirements.Cheating strategies and emerging tricks — apply deep facility-specific knowledge to proactively adjust surveillance protocols and staff positioning.Multi-system technology tools — use office suite, database, and project management software to generate shift reports and operational analyses.Cross-functional coordination — work with security, cage, and facilities teams to resolve incidents, machine outages, and compliance findings efficiently.Training delivery for new gaming floor employees — instruct on house rules, service standards, and regulatory requirements using structured on-the-job sessions.Time-sensitive jackpot and high-value transaction oversight — manage end-to-end from verification through payout to meet regulatory and customer service standards.
advanced
Department-wide compliance culture — set standards and lead initiatives ensuring consistent adherence to tribal, state, and federal gaming regulations across all shifts.Strategic staffing and personnel resource management — design shift structures, mentor emerging supervisors, and optimize workforce deployment across the gaming floor.Facility-level cheating prevention programs — develop and implement detection protocols, training curricula, and security coordination strategies across the operation.Escalated patron relations and high-stakes disputes — lead resolution of sensitive complaints with authority, protecting the facility's reputation and regulatory standing.Operational performance metrics — analyze transaction records, incident logs, and service data using spreadsheet and database tools to drive continuous improvement.Regulatory relationship management — serve as primary point of contact with tribal, state, and federal gaming authorities for audits, reporting, and policy interpretation.Cross-departmental process improvement — lead collaborative projects with security, finance, and facilities to eliminate operational inefficiencies and compliance gaps.Technology adoption and systems oversight — evaluate and champion implementation of new gaming management and reporting software across the supervisory team.Organizational training and knowledge transfer — design and oversee onboarding and ongoing instruction programs that build competency at all supervisory levels.Leadership culture and work-style modeling — exemplify and reinforce dependability, integrity, and attention to detail as organizational norms throughout the gaming services division.
Also known as
51 alternate job titles map to this occupation.
Blackjack Pit BossBlackjack SupervisorCage SupervisorCardroom ManagerCardroom SupervisorCasino Floor RunnerCasino Floor SupervisorCasino FloorpersonCasino ManagerCasino Services SupervisorCasino Shift Manager (CSM)Casino Slot SupervisorCasino SupervisorContract RunnerDual Rate SupervisorElectronic Gambling Device SupervisorElectronic Gaming Device SupervisorExecutive Casino HostFloor PersonFloor SupervisorFloorpersonGambling Floor SupervisorGambling SupervisorGaming Floor SupervisorHourly ManagerKey PersonLottery Office ManagerPit BossPit SupervisorPlayer Services SupervisorPoker Room ManagerPoker Room SupervisorPoker SupervisorSecurity SupervisorSlot Floor PersonSlot Floor SupervisorSlot Key PersonSlot Machine Floor PersonSlot Machine Key PersonSlot Manager