David Hernández closed the series of conferences Encuentro Yogonet with a master class

David Hernández, Director of the Casino division of the Community College Southern Nevada, US, started his talk commenting that the institution he represents has a two-year career on casino management, to prepare casino managers. “We teach all the functions carried out in a casino, all the table games”, he remarked.

As specialist in internal systems through which professionalize the evaluation of the rewards brought to customers, Hernández commented: “We have to think that we are wrong; none of us are in the casino industry, but in the entertainment industry. It is very important to receive customers with a smile; we are demanded a conversation and a good treatment towards customers.”

“We have to give the customer some sort of reward. They start with the mafia in Las Vegas around the years ’43 or ’46: they rewarded their friends so they stayed with them. It was evolving and nowadays it does not exist a casino in Las Vegas without a player's club, although many players don't know that they are being rewarded at their stay. We have to have an idea of how to finance the reward we will give the customer", he added.

Hernández assured that it is very difficult to observe a player and know which is the average he is gambling: “It is very subjective and difficult, that's why there is a formula. The best way of improving it is with the trainning given to the employee. We cannot apply the same formula to a slot player than to a card player or a roulette player".

He also talked about the preventive measures taken in casinos. "In US, to prevent money laundering, there is a betting limit for the player, which is us$ 10,000, so he must deliver his documents. When the customer changes his chips, there is also a limit. It also exists a report of suspicious activity".

“All the casinos in Las Vegas have cards that serve for promotions, receive birthday gifts, etc. In order to obtain this card, the customer has to present his documents, so with this, the casino obtains from the players the necessary information without the need to stop the customer and make questions. It helps to create an information bank that is very useful, and helps to know what kind of player do we have, which are his favourite games, the time he gambles, etc, and that helps to decide which reward to give him", he concluded.