Backbone of the Industry: Unsung Heroes of Ontario’s Casinos

What really makes your favourite casino so very special? The secret ingredient is the dedicated casino industry workers. But who are they and what do they do? Read on to learn about the critical role these workers play, and how they are the true unsung heroes of Ontario gaming.

• Spare a Thought for the Hidden Heroes
• Improving Ontario’s Casinos from the Inside
• Five Groups Keeping Ontario’s Casino Industry Thriving
• 1. Croupiers, Dealers and Table Staff
• 2. Slot Machine Technicians and Repair Staff
• 3. Security and Surveillance Personnel
• 4. Hospitality and Guest Services Staff
• 5. Regulatory Compliance Teams
• Hidden Heroes of the Online Casino Scene
• In Conclusion: Embrace Ontario’s Casino Scene

Spare a Thought for the Hidden Heroes

Casinos do not run themselves.

Some wonderful men and women work tirelessly behind the scenes to provide incredible gambling experiences every time you step into a casino in Ontario. This is as true today as it was when Casino Windsor opened in 1994. If you have played at an Ontario casino, then you can thank the casino staff for the positive memories. Because those workers and the casino are one and the same.

The incredible staff helped create the amazing moments you experienced. You can experience the upper echelon of casino staff by visiting some of Ontario’s best casino destinations. And while you are sitting at the tables, or a slot, or enjoying a drink, spare a thought for the brilliant casino workers who have made your enjoyment possible.

Improving Ontario’s Casinos from the Inside

Casinos in Ontario continue to improve every single year. Players can enjoy better games, new dining options, improved facilities, and more.

We concluded there are four main ways in which casinos can improve their product and continue to attract more customers.

• Customer Experience & Satisfaction: Support operators are on the frontlines of player communication. These casino industry workers resolve complaints, forward player feedback to casino managers, and help players in any way they can.
• Safety & Security: All casino industry workers strive to keep you and the casino safe. Actions are taken to keep transactions and personal information secure, to ensure games are free from fraud or tampering, and to keep players free from harm.
• Operational Efficiency & Maintenance: The casino staff need to keep things running smoothly. This means the slot machines are repaired and maintained, as well as maintaining the facilities overall.
• Innovation: Casinos analyze every player and learn how to provide a better experience. They also provide data that gaming service providers can use to develop new and improved games. Revolutionary new games may attract new players while perfected classics will keep regulars happy.

Five Groups Keeping Ontario’s Casino Industry Thriving

Casinos would grind to a halt if it weren’t for these distinct casino industry workers. These are workers who operate in roles that maintain the casino and contribute to the casino’s success. We provide further details on the most crucial casino industry workers by explaining their specific roles and their importance.

1. Croupiers, Dealers and Table Staff

Who they are

When it comes to playing games, these are the casino industry workers that matter most. Without croupiers, dealers, and table staff, there would be no live table games to play. These are the ladies and gentlemen who run, manage, and control the games. They collect bets, spin balls, deal cards, and they payout the winners. However, these staff members are often taken for granted. This is because they typically always excel at their jobs and their roles quickly become an afterthought.

What they do

• Control the game – The main role of these casino industry workers is to control the game. For example, for roulette, this would mean controlling the wheel, spinning the ball, and calling the winning numbers.
• Handle bets – These days the dealer is typically the croupier too. They collect player bets, calculate any payouts once the game round has ended, and provide players with their winnings.
• Entertain players – An element often overlooked, the best dealers or croupiers act like game show hosts. They chat with the players, create an atmosphere, and entice players to stay at the table and play.

2. Slot Machine Technicians and Repair Staff

Who they are

No staff member is more “behind the scenes” than technicians, but you’d have nothing to play without them.

Slot machine technicians ensure the machines operate correctly and technicians are quick to repair damaged or malfunctioning machines. Repair staff keep the casino in top shape. These men and women fix everything from light bulbs and plumbing to broken chairs and building fixtures. Specialist repair staff will also repair gaming tables, CCTV cameras, and other important casino functions.

Since players rarely see these casino staff members, they really fly under the radar. We just turn up and the machines are fully functioning, but we rarely stop to think about the talented technicians that keep them running.

What they do

• Fix slot machines – This could range from updating software to repairing a malfunctioning feature or something physical like replacing a button.
• Repair fixtures – It’s not just the gaming equipment that needs repairs. The maintenance team will replace broken light fixtures, repair scratches in tables, and meet other basic facility needs.
• Routine maintenance – The maintenance staff performs checks and regular acts of repairs almost every day. This ensures the slots always turn on, the toilets always flush, and the lights never flicker.

3. Security and Surveillance Personnel

Who they are

The security and surveillance team are casino industry workers that you rarely see in action after you enter the casino. For example, the surveillance team are the eyes and ears of the casino and operates without ever being noticed – that’s why they are truly “behind the scenes”.

The team are concerned with safety and security in numerous ways including preventing cheating and theft, stopping violence, managing conflicts, and ensuring compliance with applicable laws. Our experts have plenty of useful advice on keeping casino security happy and how to gamble online legally in Ontario.

What they do

• Watch for trouble – The team on the floor and the “eyes-in-the-skies” watch the tables to prevent cheating. They also keep a watchful eye on patrons to spot troublemakers such as drunken or inappropriate behaviour.
• Check IDs – One of the main tasks of the casino security team is to check patrons’ IDs. This is to ensure players are of legal age and so the casino is aware of the identity of the players.
• Mitigate conflict – Casino security is not just about being ready for when something goes wrong. It’s also about preventing risks and conflict. The team will conduct proactive tasks, rather than just react to security conflicts.

4. Hospitality and Guest Services Staff

Who they are

When we think of casinos, it is all too easy to only think about gambling. However, casinos offer so much more.

You can enjoy tasty dining, drink at vibrant bars, and stay at comfy hotels – all within the casino and all provided by talented casino staff.

The hospitality team handles almost all the non-gambling-related services. These are the waiters and waitresses, the room attendants, the cleaning staff, and the bar staff.

Guest Services is your go-to for getting any query answered. This team will help with gambling services and provide guidance on all other casino facilities.

What they do

• Provide rewards cards – If you want to sign up and receive a rewards card at your favourite casino, you’ll need to head to Guest Services. The friendly casino staff there will check your ID, file your paperwork, and provide you with a rewards card.
• Help & guidance – Looking for the bathroom? Want to learn how to use a slot machine? Need tickets to an event? The hospitality and guest services staff can provide a helping hand.
• F&B service – The wonderful food and beverage service team prepare food, pour drinks, and serve you your order. Some casinos will even allow drinks to be served at the gaming tables while you are playing.

5. Regulatory Compliance Teams

Who they are

The Alcohol and Gaming Commission of Ontario (AGCO) regulates gambling in the province and sets forth numerous laws and regulations that must be adhered to. There are, of course, a ton of other regulations – such as those pertaining to alcohol sales, facilities management, and finances -that must also be met.

Compliance teams are made up of casino industry workers with backgrounds in law, accounting, security, and similar fields. They make sure the casino meets regulatory requirements across all required departments. It is a 24/7 requirement, and the players rarely see this side of the casino. Compliance occurs in the background, but it is integral to ensuring players can enjoy safe, fair, and legitimate gambling.

What they do

• Liquor licensing – The legal drinking age in Ontario is 19 and the compliance team must ensure all bar and security staff are checking IDs. Other liquor laws must be followed too, such as legal measures, and identifying and cutting off intoxicated patrons.
• Responsible gambling – Casinos are required to meet strict standards for responsible gambling. This means the compliance team must ensure the casino’s policies adhere to safe practices and that casino staff members are appropriately trained.
• AML compliance – Ensuring the casino is not used to launder money is one of the biggest tasks of the compliance teams. They need to make sure that players are legitimate and not trying to clean illicit funds by playing casino games.

Hidden Heroes of the Online Casino Scene

There are hidden heroes in the online casino world too. While similar to land-based casinos, certain roles differ purely because of the online element. Customer support representatives, software developers, and cybersecurity teams uniquely make online gaming possible. By continuing to push the envelope of what’s possible, these hidden heroes push online casinos to new heights.

Software Developers and Game Designers

The work of these talented tech geniuses can be seen everywhere from a casino’s loading page to the high-definition games. Game designers develop all the unique concepts and mechanics that make games so exciting. Software developers produce the graphics and write the code, making all the games possible.

Cybersecurity and Fraud Prevention Teams

Being based online, online casinos are subject to significantly more advanced threats than regular casinos. With the wide acceptance of cryptocurrencies, money laundering and fraud have become harder to detect. Online casinos need to hire the most talented cybersecurity experts and compliance officers to ensure players are legitimate and the casino remains secure.

Customer Support Representatives.

Online casinos can handle far more customers than land-based casinos. The support teams often work 24/7 on multiple channel types such as email, live chat, and phone support. Customer support representatives help players with cashier problems, registration, identification verification, and grievances.

In Conclusion: Embrace Ontario’s Casino Scene

You now know all about the incredible casino staff that power the casino industry in Ontario. We recommend learning more about the different casinos in Ontario to help find your perfect destination by checking out our reviews.

Find out where you can play your favourite games, get the most delicious dining experiences, and seek out exciting entertainment. Our comprehensive reviews provide all the details and insights you’ll ever need to find your perfect casino. Go forth and embrace Ontario’s vibrant casino scene at your own pace, matching your unique styles and preferences.