What is a gaming attendant?
Gaming attendants oversee the gaming floor and assist patrons, handle cash transactions and ensure compliance with relevant policies, regulations and laws.
What do they do?
Some common tasks include:
Monitor the operation of gaming machines
A gaming attendant monitors the operation of gaming machines to ensure they are functioning properly and efficiently. If a patron reports an issue, such as a machine not dispensing winnings correctly, the attendant investigates, troubleshoots where possible, or escalates the matter to the technical team for resolution.
Provide customer service to patrons
Delivering high-quality customer service is a central responsibility of a gaming attendant. They engage with patrons, respond to questions, and guide them in using gaming machines. For example, if a new patron is unfamiliar with a slot machine, the attendant may explain the rules, demonstrate its use, and ensure the patron feels comfortable and confident playing.
Ensure compliance with gaming laws and regulations
As witnesses to the activity on the gaming floor, attendants play a key role in maintaining compliance with gaming laws and regulations. They oversee activities to ensure they remain lawful and ethical. If a patron appears to be underage, the attendant should request identification to verify their age, ensuring the venue meets legal age requirements for gambling.
Minor maintenance and repairs
Gaming attendants are often tasked with carrying out minor maintenance and repairs on gaming machines. When a machine malfunctions, they may attempt to resolve the issue or escalate it to the technical team.
Assist with cash handling and payouts
Gaming attendants also manage cash handling and payouts, making sure patrons receive their winnings quickly and accurately. When a patron wins a jackpot on a slot machine, the attendant confirms the result, processes the payout, and congratulates the winner!
Monitoring behaviour and limiting gambling-related harm
Gaming attendants also play a role in promoting responsible gambling by monitoring guest behaviour and setting limits where necessary. They are trained to recognise signs of problem gambling and take appropriate action. If a patron appears to be overspending or showing signs of distress, the attendant might discreetly approach them, engage in a conversation and offer information about gambling support services.
Requirements to becoming a gaming attendant
To work as a gaming attendant, you must hold both an RSA and an RCG (in New South Wales and the Australian Capital Territory) or an RSA and an RSG (in all other Australian states and territories). These certifications equip gaming attendants with the necessary skills and knowledge to conduct gaming activities responsibly and ethically, contributing to a safe and enjoyable environment for all patrons.
Responsible Service of Alcohol (RSA) certification is necessary because gaming establishments often serve alcohol. Gaming attendants learn how to serve alcohol responsibly, recognise signs of intoxication and manage patrons who may have consumed too much alcohol.
Responsible Service of Gambling (RSG) and Responsible Conduct of Gambling (RCG) certification is specific to the gaming industry. It provides gaming attendants with the knowledge and skills to carry out their duties in a manner that minimises the negative impacts of gambling. This includes understanding how to promote responsible gambling, identifying signs of problem gambling and providing assistance and resources to those experiencing difficulties with their gambling behaviour.
Key skills for gaming attendants
Beyond your RSA and RCG or RSG certificates, what other skills do you need to be successful as a gaming attendant?
Communication
Clear and effective communication underpins quality customer service in gaming venues. Attendants must interact confidently with patrons from diverse backgrounds, addressing their needs promptly and respectfully.
Patience
Remaining calm under pressure is essential, as gaming venues can be fast-paced and occasionally confrontational environments.
Problem-Solving
Strong problem-solving skills enable attendants to respond quickly and effectively to unexpected issues on the gaming floor.
Reliability and Teamwork
Collaboration with colleagues is key to ensuring smooth operations. Attendants who are dependable, approachable, and cooperative help create a positive team dynamic and a seamless guest experience.
Conflict Resolution
Conflict resolution skills are critical for de-escalating disagreements or tense situations. For example, an attendant might apply these skills to resolve a dispute between patrons over access to a gaming machine.
How to get a job as a gaming attendant?
-
Get necessary certificates
-
Writer a killer CV and cover letter. Make sure to include details about other skills you can bring to the role.
-
Apply for roles.
Career Growth from Gaming attendant
Starting as a gaming attendant is just the beginning. Here are potential career paths and roles you could pursue as you gain experience:
-
Gaming Supervisor: Oversee operations on the gaming floor, ensuring compliance and exceptional customer service.
-
Floor Manager: Manage multiple departments, focusing on efficiency and patron satisfaction.
-
Compliance Officer: Ensure that gaming practices meet all regulatory requirements, a critical aspect in Australia’s gaming landscape.
