Team 4: Matthew Toothe, Peter Lang, Julio Giraldo, Jillian Phelps, Ju Padonu, John Melissari

Ethics at Horseshoe Casino- Interview

Given Questions:
1.) How long have you been working in the current company?
I've been working for Caesar's Entertainment for almost three years now.

2.) How long have you been a manager in the current company?
For as long as I’ve worked here, so three years.

3.) What is your current position and title?

I work as a Table Games Supervisor.

4.) How many full time employees do you currently and directly supervise?
I supervise between 3 to 12 employees at any given time depending upon where they schedule
me.

5.) Tell me a little about your organization and your job.

Caesar's Entertainment is a corporation based in the casino industry with various casinos
throughout the U.S. and with one casino in Canada, and I believe one in Europe. We provide a
service for entertainment purposes mainly in gambling. Some of our other properties offer a
resort setting which provides a nice get away for most. We also offer dining venues for
customers to enjoy and may provide hotel accommodations at some properties. My job is to
ensure customers enjoy an excellent gaming experience while overseeing that dealers are
following proper policies & procedures; entering guest data within the gaming data system
(amount of money spent, average bet, win/loss amount, etc); monitor & report suspicious
activity; maintain the amount of chips on the table; and verify all monetary transactions to
name a few of my duties.

Our Questions:
1. Has there ever been a time when your ethics have been challenged by a customer?
How did you overcome it?
In the casino industry, your ethics are challenged daily by customers. Some customers are
always looking for a way to cheat...whether it's claiming a bet they never had on the craps
table, trying to cap a bet (meaning add on to their original bet while the dealer is preoccupied),
trying to pinch a bet (deduct money from their original bet while the dealer is preoccupied), try
to confuse new dealers on payouts or not giving money back from overpayment, stealing other
customers chips, etc. We confront these customers and correct the situation. Most times it
ends with the cheating customer either being given a warning or being ejected from the casino.

Analysis:
With this response I did not expect there to be this many ways for a person to cheat or
try and get over on the dealers/casino employees. I knew there were a few ways but I would
have thought because most games are such high stake, there would be extra special attention
being paid to each and every bet and customer. Also I would have thought there would be a
technological way to input a bet so nothing can be questioned or challenged.

2. Have you been challenged ethically by your employer, the Horseshoe Casino? Tell me
the situation.
I've not been challenged ethically by my employer but I have been by a former coworker who
was fired for collusion with a player. This coworker would make bogus bets for the customers
on busy craps games he would be dealing on. For example, he would say "Hopping the easy
sixes $5 each" just as the dice landed. Ordinarily, that would be a no bet because that bet
should have been made before the shooter shot the dice and definitely not when the dice
landed. He was seen whispering to the customers he was colluding with which is strange on a
craps where you, as a dealer, must be vocal at all times. He was under surveillance and
eventually caught on a night I was his immediate supervisor. The customer was ejected and
taken away by police. The coworker was questioned by police as well. The next day, the
coworker tried to get friendly with me thinking I would have his back. I reported my story to my
immediate supervisor who told me he was being watched. Everyone involved later had to go to
court for the incident.

Analysis:
I thought this answer was interesting because this is what we usually think happens
frequently at the casino when you hear about ethical issues arising. It was surprising that this
sounded like it was an isolated event and this did not happen too frequently, as what I would
have thought. The fact that he has been managing at the Horseshoe Casino for three years and
this was the only time he could think of was astonishing to me.

3. Do you personally think that a casino and all of its practices are ethical? Why or why
not?
I think a casino is ethical in its practices. It's providing a service for those seeking to win money.
Page | 2
I think it's unethical that high rollers are allowed to get away with things customers of modest
to low incomes could not get away with. The casino in most cases condones their behavior.

Analysis:
All in all, for this question I expected an answer similar to this but not this exact one. I
did think that he would say that some practices the casino has are a little unethical. In my view I
think the fact that customers are able to come in and gamble away everything while being
under the influence is unethical. Not only with regards that they may come in under the
influence, but because they have their own bars as well, they are making money both ways
from most customers. They also not only continue dealing when customers are under the
influence but also the ones that have gambling issues as well. They continue being dealt hands,
mostly everyone knowing they cannot stop playing.

4. Are you involved in the hiring process? If so what qualities do you look for in potential
candidates in regards to values and ethics? In the interviewing process are there
questions to determine one’s ethical decision-making skills?
I'm not involved in the hiring process although I would like to be. Horseshoe casino likes to
promote people to positions of authority when clearly they are not ready. It is a recipe for poor
customer service and more times than I can count I must help these inexperienced supervisors
with their job while doing my own job.

Analysis:
It is unfortunate that Mr. Jenkins was not involved with the hiring process at Horseshoe
Casino, it would have been great to get the insight from someone who knows what they look
for. However, his analysis of the promotion structure shows that Horseshoe is a company the
likes to promote from the inside. This promotion from the inside probably helps to keep
employees motivated to work hard to get what they want. A negative side effect of these
internal promotions is that the company values them over the skills required to do the job, and
because of this they promote people that are not ready. This lack of readiness causes issues
with customer service, and the customers should come first so maybe horseshoe should take
that into consideration.

5. Is there room for personal ethical growth in your industry?

Promotions in the casino industry are largely based on who you know and not what you know.
That creates problems as unqualified people are put in high positions over qualified people. I
was hired as a supervisor based on what I know and that's how I prefer it.
Page | 3
Analysis:
This is a common practice in business, it is true that many positions are filled by the
“who you know” instead of “what you know” method,but eventually the deserving candidates
will fill positions that they deserve because they will be hired by better companies. It is good to
hear the Horseshoe casino is ethical when it comes to bringing in employees.

6. What qualities do you possess that make you a great ethical role model?
My coworkers know I care about the quality of work performed and I try to give pointers to
those willing to listen.

Analysis:
Respecting your employees while showing great ethical attributes would lead to them
trusting and respecting your working methods. By them doing this, some may even try to mimic
their habits to excel within the company while at the same time benefiting the company and
making customers satisfied.

7. How do you handle an employee who violates the ethical code of the Horseshoe
casino? Is there a no tolerance program, or is it based on the situation?
Employees who violate codes of casino ethics are subjected to disciplinary action. Depending
on the violation, action can be a simple write up all the way to termination.

Analysis:
Applying consequences for violating the company policy won’t mean nothing to the
employees unless a supervisor acts on them. Mr. Jenkins forcing disciplinary actions on
violators shows the other employees that the ethical code of Horseshoe is taken very seriously.

8. How do you define success within your team? What are your expectations for team
members?
I define success with my coworkers as a day where all the dealers follow policies and
procedures, they commit no mistakes, they're engaging the customers with conversation, and
providing me with any information that I may have missed. Also, on the spot good remarks
from customers are nice.

Analysis:
Page | 4
 It is to be expected that in a customer service industry a successful team member makes
the customers happy. Mr. Jenkins goes even further with this example, saying that it is nice
when he hears good remarks from the customers, because his team members are doing such a
good job of keeping them engaged. The missing information coming to Mr. Jenkins probably
has to do with cheating, or shady things taking place at the casino. To Mr. Jenkins, a team
member that points out things that should not be happening is ethical, it is something that he
expects out of his team members.

9. What kind of expectations does the Horseshoe Casino have for their employees in
regards to ethics? Is there a clear set of guidelines?
Horseshoe casino expects a high degree of ethics and there are guidelines. I am not in
possession of our handbook anymore so I can’t elaborate on specifics.

Analysis:
It is expected that a place handling so much money has a high degree of ethics within its
establishment. The company probably has many codes, and punishments in effect for people
who mess with the money, or that attempt to steal money under any circumstances. Mr.
Jenkins did in one of his answers give insight to the company's no tolerance policy on
customers, and employees cheating. This resulted in the customer getting charged, and the
employee getting fired. It is also good that Horseshoe does have a code of ethics in effect, and
it probably solves a lot of problems.

10. Are there any ethical issues that occur frequently?

I think the main ethical issue everyone has is the problem gambler. Not every gambling addict
acts the same, so we can't assume every customer has a problem. If we spot a customer with a
problem, we are to notify our supervisor and they in turn notify gaming commission in regards
to the customer's gambling addiction. Usually if the customer becomes erratic over losing
money or says something that would signal a problem is when we would step in.

Analysis:
Like i said before in part one of the project, “the biggest ethical problem the company
faces are its customers”. I also stated that having a gambling addiction is a very serious disease
and people that have the addiction won’t have the ability to cope with disease. My was
Page | 5
question was “is it ethical okay for horseshoe casinos to take money from people when you
clearly see a problem with that person”. I was happy to hear during the interview that when
employees spot a customer with a problem or gives the image of it, that they will notify their
supervisor and step in, to try tried to avoid it as much as possible. But at the end of day saying
they take ethics to consideration than taking action is completely different. When you walk in a
casino it seems like they want people coming in to gamble no matter if you have a problem or
not because of the bright lights, no windows, no clocks, free alcohol, and giving perks and
benefits to customers that are high rollers.

11. What is your policy on gambling while under the influence of alcohol? Do you think
this is ethical?
Ethical issue that occurs frequently is cheating from the customers. I guess one that is constant
among the casino management is favoritism. Those employees who kiss ass are less likely to be
disciplined than an employee who isn't a favorite.

Analysis:
Mr. Jenkins doesn’t necessarily agree with the habit of being under the influence while
gambling. This is because he realizes it influences customers to make unethical decisions like
cheating and displaying belligerent behavior. He also does not believe that favoritism within the
company amongst the supervisors for certain employees is ethical.

12. What is your stance on customers with clear gambling addictions? Do they receive any
special consideration (with casino credit, alcohol, etc.)? How do you personally handle
these types of customers?
Our policy for gambler under the influence is to cut the customer off from any more alcohol
once we notice they're clearly intoxicated...slurred speech, slow reaction, belligerent behavior,
etc. I believe it is ethical to cut the customer off if they’ve been drinking heavily. The casino can
be held liable if a customer leaves and gets behind the wheel and in some cases gambles away
their money while heavily intoxicated and not in control.
My stance on gambling is that anyone of legal age should be allowed to gamble with the
exception of those with mental health issues like severe mental retardation and those with a
strong gambling addiction. The casino will issue the gambler a line of credit providing they have
a great credit score. I've noticed some customers in the past that had credit now no longer have
a line of casino credit. I'm assuming anyone who admits to having a problem and signs
themselves out of the casino (a self ban) would have their line of credit rescinded. I can only
intervene with a problem gambler if they indicate they want help and want to sign themselves
out of the casino. At that point, I have to immediately contact my supervisor and they take it
Page | 6
from there.

Analysis:
I agree with horseshoes policy when it comes to customers that are under the influence.
That was another topic I discussed about in part one of the project was alcohol. In part one of
the project I was wondering if upper management would allow or even encourage lower entry
employees to keep serving customers when they are under the influence because as a result
customers might not know what they are doing and spend even more money. It was great a
response saying that they will cut the customers off they have been drinking heavily . I forgot
that casinos can be held liable if a customer leaves and gets behind the wheel and potentially
get into a accident. I also agree with his stance on gambling. I believe in freedom so if they are
the legal age to gamble, he/she should be allowed to gamble expect in certain situations like if
a person have a mental health problem. Another issue I presented in the project was casino
credit. It’s good know that they only allow casino credit to people who provide good credit
themselves because hopefully he/she can be responsible with the casino credit. As you can see
from the manager response, he has see people that have good credit and casino credit, and
he/she end up losing both. In the customer's mind they think they can win money by gambling
and pay off the credit they own. That’s not the case, because that rarely ever happens. So is it
even ethical to provide casino credit in the first place? No, but casinos can’t be accountable for
it because he/she agree to the terms and they now have to face the consequences.

13. What are your thoughts on the degree of surveillance and security inside your casino?
Do you feel it is necessary? Has it ever affected your own privacy?
I think surveillance in my casino is necessary. I believe some of the ones I've talked to could be
better trained but overall they do a good job. Security at the casino in general is laughable. Our
security is made up of a variety of people of various ages and sizes. None of them are of an
intimidating nature. A 90 lbs male/female is going to be ineffective handling an aggressive
customer. Just like a 70 yr old male/female security guard will be ineffective as well. Security
personnel should be physically fit and possess some form of self defense training or
military/police/security training. Our policy on people bringing book bags and such on to casino
property is that should not be allowed. Standard casino security protocols are not followed at
this casino and it's troublesome. I believe an improved security force is necessary.

Analysis:
We agree with Omar, the security team should be able to use physical force when
needed because there will be people who are intoxicated, or angry because they lost in the
Page | 7
casino. As far as the bag rule and surveillance cameras go, they are both necessary in a casino
because they can prevent theft. If they enforce these rules early then it will prevent further
conflict.

14. What steps do you personally take to promote a healthy and ethical environment for
your customers and employees?
The steps I take to ensure a healthy atmosphere is to keep watch over my assigned area and try
to prevent issues before they start.

15. How does security handle customers under the influence of drugs or alcohol? When
does it become necessary for security to intervene? Is the use of force common
practice?
Security does not do anything to customers under the influence of drugs as we have a number
of individuals who come in reeking of strong marijuana. If they're doing drugs on property then
they detain them until the police arrive. Drunk customers are monitored by everyone and we
try to get them sober enough. We can't physically prevent them from leaving but we can
persuade them (sometimes) to stay and sober up.

The use of force is only necessary as a last resort if a fight breaks out on property. Local police
are usually on property so they are the ones to use force.

Analysis:
Its understandable that security does not do anything when customers are under the
influence because it's not illegal to get drunk unless they are causing a scene or fight. Same
goes with the strong odor of marijuana. It's not illegal to smell like marijuana, only have
possession or smoking pot on the property is. I didn’t discuss much of security and ethics in part
one but this is still a relevant topic about casinos and ethics. Also, it's good to know that
security monitors its drunk customers and sometimes try to keep the customers sober up or at
least functional.

16. Have you noticed any changes in local crime rates since you first started working for
the Horseshoe Casino? Do you feel the Horseshoe Casino has had an impact on the
local community, good or bad? Please elaborate.
I wasn't born and raised in Baltimore so I have no idea if crime rates rose, stayed the same, or
lessened since the casino opened. In my opinion, a casino will always bring an element of crime
with it...loansharks, prostitution, theft, assault, and in some cases homicide/suicide. Horseshoe
Page | 8
has had an impact on the area. It has created more jobs providing some individuals a steady or
higher income. It has caused rents in the area to increase which is good for the property owners
but not so for some tenants. It's caused some investors to look to investing more in Baltimore.
Horseshoe has donated to local causes like providing school supplies for students and food
drives to help the unfortunate. I'm just not quite sure what the percentage is regarding
beneficial and detrimental for Baltimore.

Analysis:
Casinos in a non-tourist city definitely have their pros and cons. Some pros include
increased job opportunity, and it brings something else to do, Like any other attraction, Casinos
also have cons, crime rates in the surrounding areas increase, increased alcohol consumption,
and can cause a gambling addiction to consumers.

Credentials

Page | 9
 Horseshoe Casino Baltimore
1525 Russell St. Baltimore, MD 21230
Lessons Learned:
● I learned that when you are working for a company that any people believe see as an
unethical place, there will be issues you come across that can challenge you, but you have
to remember what is important and to stick to your morals.
● Understand that not all people are as ethical as they seem, some people may be scheming
underneath your nose. But it also works the other way as well; as a manager you may
come across employees or customers that you may find sketchy, but are really the
complete opposite.
● I expected Mr. Jenkins to be involved in the hiring process. I also expected the company to
hire from the outside to get more qualified people, however, Mr. Jenkins statements
completely contradicted my thoughts and gave me a better understanding of how the
Page | 10
 companies hiring system works.
● I expected a response like this, a good team member should keep things flowing. They
should not cause issues, and they should make sure everyone involved in the process is
happy.
● I didn’t expect Mr. Jenkins to have a copy of the handbook, but I did expect him to have
some memory of the policies in place.

Page | 11