Workforce scheduling can be a balancing act, similar to the decision whether to hit or stay when the blackjack dealer is showing an ace. It’s a task that requires casino managers to take into account a number of factors.
Among those factors are the many issues involving employees, including their availability, union status, seniority, abilities, and desire to work when you need them in a 24/7/365 industry, not to mention the costs of labor and benefits.
The balancing act also involves pressure on managers to keep costs down, as labor often represents a large portion of controllable costs. The casino manager must balance the number of potential patrons on the casino floor or at the tables with the business’s ability to provide good customer service.
This paper by John P. Goetz examines the issues that surround current scheduling processes — which are mostly manual — and reveals how technology can not only improve business efficiencies but also produce an immediate return on investment.