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 OrientationMonitoringActive ListeningSpeakingCritical ThinkingReading ComprehensionTime ManagementSocial Perceptiveness
Knowledge areas
Customer and Personal ServiceEnglish LanguageMathematicsAdministration and ManagementComputers and Electronics
Technology & tools
Office suite softwareData base user interface and query softwareSpreadsheet softwareElectronic mail softwarePresentation software
Representative tasks
Monitor game operations to ensure that house rules are followed, that tribal, state, and federal regulations are adhered to, and that employees provide prompt and courteous service.Observe gamblers' behavior for signs of cheating, such as marking, switching, or counting cards, and notify security staff of suspected cheating.Perform paperwork required for monetary transactions.Greet customers and ask about the quality of service they are receiving.Respond to and resolve patrons' complaints.Perform minor repairs or make adjustments to slot machines, resolving problems such as machine tilts and coin jams.Maintain familiarity with the games at a facility and with strategies or tricks used by cheaters at such games.Monitor payment of hand-delivered jackpots to ensure promptness.Explain and interpret house rules, such as game rules or betting limits, for patrons.Establish and maintain banks and table limits for each game.Reset slot machines after payoffs.Answer patrons' questions about gaming machine functions and payouts.Record the specifics of malfunctioning machines and document malfunctions needing repair.Monitor patrons for signs of compulsive gambling, offering assistance if necessary.Report customer-related incidents occurring in gaming areas to supervisors.Supervise the distribution of complimentary meals, hotel rooms, discounts, or other items given to players, based on length of play and amount bet.Attach "out of order" signs to malfunctioning machines, and notify technicians when machines need to be repaired or removed.Enforce safety rules, and report or remove safety hazards as well as guests who are underage, intoxicated, disruptive, or cheating.Exchange currency for customers, converting currency into requested combinations of bills and coins.Evaluate workers' performance and prepare written performance evaluations.Monitor stations and games and move dealers from game to game to ensure adequate staffing.Clean and maintain slot machines and surrounding areas.Monitor functioning of slot machine coin dispensers and fill coin hoppers when necessary.Record, issue receipts for, and pay off bets.Determine how many gaming tables to open each day and schedule staff accordingly.Direct workers compiling summary sheets for each race or event to record amounts wagered and amounts to be paid to winners.Establish policies on types of gambling offered, odds, or extension of credit.Review operational expenses, budget estimates, betting accounts, or collection reports for accuracy.Interview and hire workers.Train, supervise, schedule, and evaluate workers.
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
54 alternate job titles map to this occupation.
Slot Shift SupervisorFloorpersonExecutive Casino HostPoker Room ManagerPoker SupervisorSlot Machine Floor PersonFloor SupervisorCasino Slot SupervisorFloor PersonCardroom SupervisorPlayer Services SupervisorSlot Floor SupervisorSlot Floor PersonElectronic Gaming Device SupervisorSlot Key PersonTable Games SupervisorSlot Technical SupervisorSecurity SupervisorGaming Floor SupervisorSlot Machine Key PersonCasino FloorpersonSlot SupervisorPit BossKey PersonTable Games ManagerCasino Floor RunnerCage SupervisorTable Games Dual Rate SupervisorVideo Poker FloormanBlackjack Pit BossSpecial Services Officer (Navy 3535)Electronic Gambling Device SupervisorTable Games Shift ManagerHourly ManagerCasino SupervisorGambling Floor SupervisorCasino Floor SupervisorPit SupervisorPoker Room SupervisorServices Manager (Air Force 3F100)