2101

8:30 a.m. – 9:30 a.m.

The slot department is one of the most important revenue sources in any casino hotel. In this session, non-slot employees and executives can learn the basics of slots—how they work, why gamblers enjoy the machines, how a slot club generates loyalty, and what every employee should know about this department.

Speaker: N.D. "Butch" Witcher

2102

9:30 a.m. – 10:30 a.m.

When a player sees a winning combination on a slot machine, it is exciting. But when that combination is determined to be a result of a mistake, excitement often turns to anger and litigation. Learn how the industry has explained these mistaken jackpots and what the courts have ruled as a result of the lawsuits.

Speaker: Ellen Whittemore, Lionel Sawyer & Collins

2103

11:00 a.m. – 12:00 p.m.

A select group of video poker machines actually favors the player when played with an expert strategy. Why should casinos even consider offering these machines? At this session, hear why a good machine can be good for business and the balance of risk and rewards.

Speaker: Bob Dancer, Compton Dancer Consulting

2104

1:30 p.m. – 2:30 p.m.

Player tracking systems have developed into powerful marketing tools. From simple data covering the amount of bets and games played to the more nebulous kinds of information about tastes, preferences and desires, the newest software can provide casinos with a wide variety of marketing choices.

Speaker: Sal Scheri, PricewaterhouseCoopers

2105

2:30 p.m. – 3:30 p.m.

Listening to your slot players is an important part of market research. Determining what your slot players really want is much more difficult. During this session, learn how to read your players’ minds and how to deliver what they want before they even know they want it.

Speaker: Jeffrey Compton, Compton Dancer Consulting

2106

4:00 p.m. – 5:00 p.m.

The appeal of slots to the casino executive has traditionally been the guaranteed return they provide. When mega-jackpots combine with higher payback percentages in competitive jurisdictions, that "guaranteed" return becomes less certain. This session will explain how to live and love slot volatility.

Speaker: Randy Adams, Anchor Gaming

CASINO OPERATIONS Sponsored by CASINO MANAGEMENT ASSOCIATION

2201

8:30 a.m. – 9:30 a.m.

The ever-changing rules concerning reporting of cash transactions in the casino business make this session essential to floor personnel. Designed to thwart money-laundering, the laws are quite complex. Learn the latest rules and court interpretations, and the steps necessary to remain in compliance with even the most obscure regulation.

Speaker: Paul Larson, Lionel Sawyer & Collins

9:30 a.m. – 10:30 a.m.

Competition is an important part of the casino experience. When you can add a competitive situation between players, the excitement level often increases exponentially. But it’s more than just opening a special section of machines or tables and keeping score. Learn how to use tournaments to create excitement and anticipation on your casino floor.

Speaker: Marcus Prater, Bally Gaming

2203

11:00 a.m. – 12:00 p.m.

Since Ed Thorp proved that blackjack could be beaten in the early 1960s, the game has been under attack by professional gamblers. Hear about the latest methods used by card-counting teams and how they work. During this session, learn how to defend yourself without compromising your games or your customers.

Speaker: Bob Del Rossi, Gemaco Playing Card Company

2204

1:30 p.m. – 2:30 p.m.

Hurricanes, accidents, crime, bankruptcy and other travesties can often leave a gaming establishment under a cloud. A casino’s public response is critical. At this session, learn how to handle a crisis and how to keep it from having a serious impact on the long-term health of your property.

Speaker: Glenn Lillie, Claridge Hotel & Casino

2205

2:30 p.m. – 3:30 p.m.

Slot machine technology has improved by leaps and bounds over the past few years. Player tracking systems are gathering an unprecedented amount and variety of information, allowing a casino to tailor marketing programs to specific segments of the market. Learn how to make this work for your casino.

Speaker: Dr. Pearl Brewer, UNLV

2206

4:00 p.m. – 5:00 p.m.

There’s nothing like an autumn Sunday in the race and sports books of the Nevada casino. But it’s not just Nevada. Race books add excitement to any casino environment and bring a different kind of customer through the door. At this session, learn how to make the most of the parimutuel betting options at your casino.

Speaker: Lenny Del Genio, RCI International

2301

8:30 a.m. – 9:30 a.m.

Recruiting and hiring employees requires valuable time and money. By dedicating a portion of their budget to retention, casinos can actually save money spent on new hiring programs. This session will explain the most efficient methods used to retain employees and what is important to them.

Speaker: Curtis Love, UNLV

2302

9:30 a.m. – 10:30 a.m.

It’s not just the "whales" from Asia who add dollars to the bottom line. The foreign markets are very important to casinos in every country, but to successfully attract them, you have to understand the cultures. At this session, learn about the customs and superstitions that can make the difference between success and failure.

Speaker: Andy Nazarechuk, UNLV, Tourism & Convention Dept.

2303

11:00 a.m. – 12:00 p.m.

Whether you’re talking about slot machines or table games, a casino is really just one giant math class. The "edge" enjoyed by the casino is simply a mathematical formula, and is eminently predictable. At this session, hear how to manipulate these equations and how they affect the bottom line.

Speaker: Jim Kilby, Rio Suites Casino Resort

2304

1:30 p.m. – 2:30 p.m.

Every department in a casino hotel must submit an annual budget, estimating costs and staffing for the upcoming fiscal year. At this session, learn how the elements of this plan come together. Understand how the budget of one department interacts with others and how staffing levels can be controlled.

Speaker: Tony Lucas, UNLV

2305

2:30 p.m. – 3:30 p.m.

Some people see more opportunities at casinos than simply working or winning. Some come to the casino to create problems, run a scam, or fake an injury to collect insurance money. This session will review how the risk management department works together with other departments to minimize this threat to the well-being of the casino and its employees.

Speaker: Sandi Sampson, Willis Coroon

2306

4:00 p.m. – 5:00 p.m.

The gaming industry has a colorful, but often unseemly history. Hollywood has done its best to perpetuate this perception of the industry, but in today’s corporate casinos, perception is not reality. At this session, learn how gaming’s past can work positively for the future and how to help shape the industry’s reputation.

Speaker: David Schwartz, UNLV

2401

8:30 a.m. – 9:30 a.m.

Has the role of Hotel/Casino Security changed from one of crime fighter to one of order maintenance? Has their emphasis been redirected towards hospitality and socialization or has utilization of the latest high tech surveillance, monitoring, and tracking systems allowed security to expand well beyond their traditional bounds to one where contacts with guests are at an all time low? This session will discuss where the future of Casino Security lies.

Speaker: Dave Shephard, Director of Security, The Venetian Hotel & Casino

2402

8:30 a.m.– 9:30 a.m.

A panel of Australian Gaming Security Professionals will discuss Australian Gaming operational trends and application of digital recording in the industry. Security, Surveillance and Investigative techniques utilized and the challenges that face Australian Gaming operations.

Speaker: Steven Van Zwieten, CPP, Director of Security & Surveillance, Panthers World of Entertainment

2403

9:30 a.m. – 10:30 a.m.

All Tribal Gaming Agencies in Indian Country are tasked with the responsibility for the Due Diligence protection of Tribal assets and the Integrity of Gaining on the reservation. This session will reinforce the concept of the regulation and control functions and responsibilities required for this purpose. Establishment of a strong regulatory environment, operating procedures, training, internal controls, and regulations will enhance your Due Diligence of the tribal gaming operation.

Speaker: Robert Preston, Executive Director, Pauma Gaming Commission

2404

9:30 a.m. – 10:30 a.m.

An apparently significant increase in litigation has been filed where excessive use of force has been claimed against security guards. Cases range from simple assault to assault with a deadly weapon, sexual assault and even homicide. Actual cases will be cited, with discussion about why this is occurring and suggestions will be given to reduce the likelihood of future litigation.

Speaker: Ken Braunstein, President, Forensic Science Consultants

2405

11:00 a.m. – 12:00 p.m.

This session will discuss a unique self-directed training system for casino surveillance technicians that will allow you to standardize the competence and skills of all surveillance personnel to efficiently detect cheating situations and anomalies. You will learn how to build and maintain an invaluable databank of human knowledge that can provide you with an insurance policy when key surveillance personnel leave or retire.

Speaker: Conrad Montanarini, Vice President of Business Development, Media Coach e-learning

2406

11:00 a.m. – 12:00 p.m.

This session will focus on the 86 processes in the Hotel & Casino environments. This fast paced presentation will cover customer relations, policy & procedure, legal considerations, documentation and training regarding this ever-constant problem of the "undesirable" in the industry. Many proven methods of handling that difficult customer will be presented and shared with the participants. CCTV tape retention and filming of the escorts along with updates on the ever-changing conditions in the gaming industry regarding arrest and prosecution of the "86’d" customer.

Speaker: Alan W. Zajic, Security Consultant

2407

1:30 p.m. – 2:30 p.m.

This session will focus on an intelligence information conduit for casinos, across the United States and the World, to communicate information of improprieties and their perpetrators against the gambling industry. Prior to 1997 pertinent information applicable to casinos, and specifically, surveillance departments was frequently not shared, thus allowing criminal activity, etc. to continue across the country with very few obstacles. DSL technology is improving the system of dissemination and will soon be providing intelligence bulletins via E-mail to those who request this mode of transmission.

Speaker: Woody Pierce, Managing Partner, I. C. S. N.

2408

1:30 p.m. – 2:30 p.m.

This session will address how to "Harden the Target" in the Casino/Hotel Environments and how to document "Guest Protection" policies, procedures, and Security actions. Examples of proven proactive programs to enhance "Guest Protection" without additional staffing and with minimal costs will be presented. Find out if your logs reports, manuals and procedures will help or binder you in a security litigation. Casinos now spend hundred of thousands to millions of dollars on surveillance equipment. This session will explain how the People working with that equipment will increase the bottom line of the casino.

Topics discussed will be the role surveillance plays in protecting the casino assets, customer satisfaction, casino productivity and keeping honest people honest. Also discussed wilt be setting up a proper tape Library, correct camera coverage for the cage till window and the correct forms used to document casino activities. Video will be shown showing the most common type of theft that occurs in the casinos today, which effects the bottom line. Like any other investment you expect to see a return. This session will show how that can be accomplished through casino surveillance.

Speaker: George L. Lewis, Jr., President, G & G Surveillance Specialists

2409

2:30 p.m. – 3:30 p.m.

A panel of CCTV and Electronic security professionals in an open question and answer forum. Purpose is to field technical questions from attendees on the various topics but not limited to the topics listed below. This session is intended to be one of the last in the workshop to cover technical questions from all previous presentations. Digital Recording media, VCR management, Video transmission media (coax, fiber, twisted pair, network), Integration and standardization of various CCTV and alarm systems.

Speakers: Robert A. Prady, Surveillance Tech. Supervisor, The Stratosphere Hotel & Casino; Dennis Crabtree, Ken Massrey Associates; Neil Heller, Digital Imaging Group Manager, Panasonic

2410

2:30 p.m. – 3:30 p.m.

The increasing levels of violence and political influence have created an environment that requires strong security measures to be employed. It has also lead to an increase in operational issues not faced by Gaming Security Professionals in contemporary gaming practices. This presentation will provide insight into gaming operations, outside resources for security and security trends now facing South Africa.

Speaker: Johan D. Du Plooy, CPP, CEO, Investment Surveys Ltd.

2411

4:00 p.m. – 5:00 p.m.

Development of Native American gaming security operations

Security practitioners associated with Native American gaming face many challenges unique to Indian gaming. Many Native American casinos are located in semi rural regions, which requires innovative recruitment and training techniques, cultural differences, often overlooked by general consultants and practitioners can be barriers to efficient training and operations. Security professionals with insight into the strengths of the tribes can successfully operate in this unique venue. Mr. Eastwood, through this presentation will outline proven methods and discuss mutual respect between consultants and Indian people.

Speaker: Matt Eastwood, Security Director, Wild Horse Gaming Resort

2412

4:00 p.m. – 5:00 p.m.

Biometric technology offers casinos the opportunity to enhance their identification capabilities in ways that have never existed before. Today, facial recognition is becoming a standard for surveillance departments, but there are many more technologies that can and will be employed by casinos. Inclusion of facial recognition ready data bases and information sharing platforms such as CVI and Biometrica Systems.

This presentation is an overview of all biometric technologies that exist today. Included in the presentation will be: Fingerprint scanning, Iris scanning, Facial Recognition, Voice recognition, Hand geometry, DNA. The discussion will center on the types of biometric technologies available, and the characteristics of each one. Included will be discussion of where each technology might be successfully employed by a casino.

After the presentation there will be a presentation on facial recognition technology that is now being used in casinos.

Speakers: Andy Anderson, Owner, CVI; Robert Schmitt, Jr., President, Biometrica Systems, Inc.

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