Case Bellagio Questions Essay
Name: Sam Clark
1. Focus on three key roles at mainly three levels of authority in the casino—blackjack dealers, pit bosses, and the vice president of table games. How would you characterize the “control strategy” (e.g., tight vs. loose) used over each of these roles?
2. Prepare a list of the controls described in the case. What control problems are they designed to address? Are the managers interviewed for the case justified in being proud of their company’s control system? Why or why not?
3. Are any of the control systems in place at the Bellagio suitable for firms in other industries?
1. Bellagio uses multiple forms of supervision and surveillance on the blackjack dealers, such as …show more content…
a. licensing, GCB required every gaming employee needs to be registered, and passes the background check. This control is designed for avoiding hiring people who had been involved in crimes or violations of casino rules, or those who might be attracted because of a need for quick cash. This problem may create several unexpected steal or other crime to the casino by employees. b. Standardization of actions at the tables. At the gaming tables, most of the dealers’ physical motions were standardized. This control is designed to make supervision and surveillance easier. Without this control, deals may have many chances to steal or do other crimes, while the supervisor cannot find it easily.
c. Supervision and surveillance. There were multiple forms of supervision and surveillance for front-line gaming personnel in Bellagio. The floor persons and pit bosses usually were used to watch the gaming activity and spot events that were out of the ordinary. Bellagio used 2,000 cameras to watch every corner of the casino. And the casino also used the mystery shopper to evaluate the dealers. These controls were designed to watch the personnel in the tables and improve the customer services.
d. Monitoring of results. Bellagio’s management watched the total drop and hold numbers carefully. This control was designed to avoid the appearance of the deviation on these numbers and keep the number on a normal level.