She knows many players by name, the names of their kids and what happened at their latest soccer game. One longtime customer brought his buddies up to prove the pit boss gives him a hug when he comes gambling. Young starts each day deciding how many blackjack and craps tables to open. Throughout the day she moves dealers around, watches them closely to make sure they deal according to casino rules, and watches players and dealers for suspicious moves. We have a procedure.
Dealers shuffle a particular way, they deal a particular way, they pay money out a particular way.
It must be done exactly to our style. She also is troubleshooting myriad problems. Someone complains that restroom lines are too long or that a waitress served the wrong drink. Young sees problems as opportunities to talk to guests. Young worked as a bank security officer and trained to be a reserve police officer.