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Jack Entertainment Interview
Questions

30 Questions and Answers by Rachelle Enns

Rachelle is a job search expert, career coach, and headhunter
who helps everyone from students to fortune executives find success in their career.
Question 1 of 30
Casino environments can become emotional and heated. How do you handle uncomfortable customer service situations?
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How to Answer
As fun as casinos can be, they can also breed highly emotional responses from patrons. Some of the highly emotional factors include alcohol consumption, bright lights and loud sounds, and the chance of losing significant amounts of money. Talk to the interviewer about your ability to overcome difficult or uncomfortable situations that may arise from an unhappy customer.
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30 Jack Entertainment Interview Questions
Win your next job by practicing from our question bank. We have thousands of questions and answers created by interview experts.
Interview Questions
  1. Casino environments can become emotional and heated. How do you handle uncomfortable customer service situations?
  2. Are you willing to take a series of background checks?
  3. Are you able to work, standing up, for long periods of time?
  4. Do you enjoy gambling?
  5. What do you know about casino security and surveillance?
  6. Tell me about a time when you have made an unpopular decision.
  7. Who are our biggest competitors, and what does Jack Entertainment do better?
  8. Honesty is an essential virtue of our employees. What makes you an honest person?
  9. What is your casino game of choice?
  10. What would you do if a co-worker asked you to help them steal?
  11. Are you familiar with our dress code at Jack Entertainment? How do you feel about wearing a uniform?
  12. What does customer service mean to you?
  13. Competition for this role is tight. Why should we hire you?
  14. How do you think our casino can best compete with online gambling services?
  15. What are the signs of gambling addiction, and how can we promote healthy gambling habits?
  16. Take a few minutes to bring your resume to life for me, highlighting your experience in the hospitality industry.
  17. Casino rules can be stringent. How would you react if a patron was breaking a rule?
  18. How do you build rapport with your clients?
  19. How would you determine complimentary hotel rooms, meals, or other discounts to regular players, or those with large betting totals?
  20. How should Jack Entertainment portray ourselves on social media platforms like Instagram, or Facebook?
  21. The environment at Jack Entertainment is incredibly diverse. Discuss how you embrace diversity.
  22. What would you do if you saw a dealer breaking the rules?
  23. Have you ever been advised by a fellow employee or supervisor to lie about a situation? How did you handle this ethical dilemma?
  24. Tell me something about yourself that I wouldn't know from reading your resume.
  25. What questions do you have for me?
  26. How did you prepare for this interview?
  27. Looking at your resume, you've had a number of job changes. What would make me think that you will stay with Jack Entertainment?
  28. When have you made a mistake delegating tasks to your team members?
  29. How do you feel about working evenings and weekends?
  30. Do you have confidence in your communication skills? What is your communication style?
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Answer Examples
1.
Casino environments can become emotional and heated. How do you handle uncomfortable customer service situations?
As fun as casinos can be, they can also breed highly emotional responses from patrons. Some of the highly emotional factors include alcohol consumption, bright lights and loud sounds, and the chance of losing significant amounts of money. Talk to the interviewer about your ability to overcome difficult or uncomfortable situations that may arise from an unhappy customer.

Rachelle's Answer #1
"If faced with a very uncomfortable customer service situation, I would escalate the situation to my manager, who was perhaps better with customer dispute resolution. I understand that you cannot make everyone happy at all times, but I will certainly try my best. Do you offer customer dispute resolution training at Jack Entertainment?"
Rachelle's Answer #2
"I am passionate when it comes to delivering happy and harmonious customer service. A healthy and positive collaboration is an essential part of running a great, and safe, casino. If, no matter how hard I try, I am unable to make a client happy I will refer them to another floor manager with a different personality or sales style."
2.
Are you willing to take a series of background checks?
As you know, casinos handle a great deal of money on a daily basis. Security and safety are one of the top concerns for any casino. Background checks that Jack Entertainment may require of you could include:

- Credit checks
- Social security trace
- Employment verification checks
- Education verification
- Reference checks
- Drug screening
- Criminal record checks

Share with the interviewer that you will comply with any background check they require.

Rachelle's Answer #1
"I understand that the casino industry requires a great deal of compliance when it comes to security and safety matters. I will comply with any background check that you require."
Rachelle's Answer #2
"I am willing to complete any background check that you require. My criminal record is clean, my credit is strong, and I do not participate in any illicit drugs."
3.
Are you able to work, standing up, for long periods of time?
Your ability to perform the everyday physical tasks associated with this role will significantly determine if you are the successful candidate. With that said, it is critical that you are truthful with the interviewer regarding your physical capabilities. Depending on your region, you may not be required to disclose medical issues, but you should be honest about roadblocks you may face. An employer that sees a great fit in you may make modifications to accommodate.

Rachelle's Answer #1
"I can stand for extended periods of time; however, I have had knee surgery from an athletic injury years ago. It can become inflamed if I am not wearing the correct footwear or if the floor is particularly hard."
Rachelle's Answer #2
"I do not have any physical limitations and can complete all tasks outlined in the job description."
4.
Do you enjoy gambling?
There is no right or wrong reply to this question; however, the interviewer may be looking for an indication of gambling addiction. Consider replying short and sweet, explaining that you understand the draw to gambling but that you are also responsible when playing during your personal time.

Rachelle's Answer #1
"I think that gambling can be a fun activity, but also needs to be exercised responsibly. I will play the slots now and then but not on a regular basis."
Rachelle's Answer #2
"Gambling can be fun but to be honest, I have the most fun watching other people participate. The energy is buzzing, and when someone wins big, it can be a stimulating experience to witness."
5.
What do you know about casino security and surveillance?
Casinos must have very tight security and surveillance across every inch of the gambling areas. Discuss with the interviewer if you have any security training. If you do not have experience in casino security, express that you are looking forward to taking the training available with Jack Entertainment.

Casinos will take security measures that include:

- Employee background checks
- Video surveillance
- Physically present security officers
- Digital tracking of chips and cash
- Floorplan and employee coordination/placement

Rachelle's Answer #1
"I have taken some training in digital tracking devices for chips and cash. It's important that I fully understand the security measures present at the casino where I work so that I can know which areas we are most secure, and which areas we may be slightly vulnerable. What type of training does Jack Entertainment offer in regards to security and surveillance?"
Rachelle's Answer #2
"In my current role with Casino ABC, I received training in CCTV monitoring. It was my responsibility to ensure that all the cameras were in place before we opened our doors in the morning. Casino security is robust, and there is a lot to learn. I look forward to additional training from Jack Entertainment."
6.
Tell me about a time when you have made an unpopular decision.
You cannot make everyone happy all of the time. When you work in a hospitality based role, you are faced with numerous personalities and preferences every day. Also, your team will be made up of a wide range of people. Talk to the interviewer about a time when you had to make a decision that you knew was for the better of the company, but perhaps unpopular among your staff or clients. How did you come to a decision, and how did you deal with the effects of your unpopular decision.

Rachelle's Answer #1
"Just this year I needed to implement split shifts among my serving staff. Our staffing costs were too high, and we had a severe drop in patrons between 2-4PM. Some of our staff threatened to quit, while others were just fine with the decision. I knew it would be unpopular; however, I stuck with my decision because I knew it would significantly help our bottom line over time. I was correct, and after just six months, we reduced staffing costs by 15%."
Rachelle's Answer #2
"This past month I decided to terminate our lead customer service agent. The decision did not come easy as he was a longstanding member of our service department. With that said, this particular person had 3x the customer complaints than any other team member, was regularly tardy, and had two no-show incidences the month before. He was beloved among the team, so the news was not welcomed. I knew it was the right decision and luckily, our team bounced back quite quickly afterward."
7.
Who are our biggest competitors, and what does Jack Entertainment do better?
It is critical that you research Jack Entertainment and their most vigorous competitors, before your interview. What do they do best, and who is trying to do it better? Speak openly with the interviewer about your ability to work competitively and how you plan to contribute to their continued success.

Rachelle's Answer #1
"I understand that Casino ABC is within proximity to you. I have been there before, and the most notable differences include the fact that Jack Entertainment has a much better dining experience, with three full restaurants and two bars available to your patrons. Ample choice is important, and I believe it makes a significant impact on people when they are deciding where to go, and spend their money."
Rachelle's Answer #2
"I worked for one of your larger competitors, Casino ABC, and am somewhat familiar with the others including Casino XYZ. Jack Entertainment stands out on many accounts, including your excellent online reviews, your drive for exceptional customer services, and the quality of dealers that you hire. These factors make all the difference and are a significant reason why I have applied to work at Jack Entertainment over any of your competitors."
8.
Honesty is an essential virtue of our employees. What makes you an honest person?
Being an honest person means making the right decisions, even when nobody is looking. It's having integrity in your actions, words, and thoughts. Because gambling establishments need to be very careful who they hire, the interviewer needs to know, without a doubt, that you are reliable. Give an example of a time when you chose honesty above all else.

Rachelle's Answer #1
"In my current position, I am responsible for the cash deposit on a daily basis, as well as chip disbursements, and signing off on the counts. In the two years that I worked there, I have never encountered a discrepancy. I best show my integrity by being a consistently reliable employee."
Rachelle's Answer #2
"Honesty and integrity are two values at the center of my being. I like to think I practice this in the workplace by always doing the right thing by the company, its customers, and its people. I have three letters of reference with me, all of which attest to my honest nature."
9.
What is your casino game of choice?
If you are applying for a dealer role, you will likely be asked which games you prefer to deal, or where your expertise may be. You may prefer Blackjack, Craps, or Roulette. Whatever your game of choice, be sure to outline your amount of experience and level of training. You want to avoid pigeonholing yourself into just one type of game so be sure to express that you are interested in learning a variety of dealer games and that you look forward to training with Jack Entertainment.

Rachelle's Answer #1
"I have been a Blackjack dealer for four years, and have dealt Roulette for two years. With that said, I am open to learning any game as I am a quick study and interested in expanding my repertoire."
Rachelle's Answer #2
"I do not come with a preference when it comes to the games I could deal here at Jack Entertainment. The bulk of my training and experience is in Craps; however, I most look forward to learning a variety of games and becoming a very well rounded dealer."
10.
What would you do if a co-worker asked you to help them steal?
The interviewer would like to know how you would react if put in an awkward, or potentially harmful situation like being asked by a co-worker to steal with them. Theft can occur in many ways in the workplace and is not necessarily reserved to blatantly taking a product. Ensure that you are aware of the different ways a co-worker may try to pass stealing off as 'no big deal.'

- Timecard fabrication, also known as 'buddy punching' where you punch in for a coworker who is not present
- 'Borrowing' money from the cash register
- Falsifying vendor or expense accounts
- Taking items from the lost and found
- Stealing data or documents containing trade secrets
- Taking expensive office supplies like ink, or adding personal items to supply orders
- Billing hours to clients that they did not work

Of course, you already know how to answer this question! Express that you would never engage in this type of behavior and discuss how you would go about reporting this type of situation. If this has happened to you in the past, you can talk about the case.

Rachelle's Answer #1
"I once had a coworker ask me to punch in for her when she was late. She didn't want to lose hours on her time sheet! I simply laughed and told her that she needed to wake up a bit earlier if she wanted to be at work on time. She apologized later for asking me to do something unethical. It didn't happen again."
Rachelle's Answer #2
"Stealing is wrong, no matter which way you slice it. I have zero tolerance for unethical behavior and would report the situation immediately."
11.
Are you familiar with our dress code at Jack Entertainment? How do you feel about wearing a uniform?
Uniforms are very important in the casino and hospitality industry as they show unification amount a team, and help customers to identify better who can help them when they have a question or other need. If you have seen the uniforms at Jack Entertainment, express that you are aware of the dress code and are willing to comply. If you have not seen the uniforms at Jack Entertainment then you should ask to see them before accepting. Do be sure to let the interviewer know that you understand the importance of unification in the workplace.

Rachelle's Answer #1
"I have seen the uniforms at Jack Entertainment and am happy to comply. They are classic options, and I believe they stand out enough that a patron could quickly identify an employee when they have a need."
Rachelle's Answer #2
"I understand the importance of a well-laid out dress code in the hospitality industry. If you don't mind, could you please show me what the uniform expectations may be?"
12.
What does customer service mean to you?
Excellent customer service goes beyond doing precisely as your expected, and it's more than having a smile on your face when the customer is looking. Excellent customer service means that you actively seek out the opportunity to deliver more than the standard. It means thoroughly listening to your customers when they tell you what they need. Also, it equals offering support when your customer may be a little bit in over their head. Be sure to echo the jargon used on Jack Entertainment social media accounts and website when it comes to keywords related to their service mantra. Keep your answer brief but ensure that it packs a punch.

Rachelle's Answer #1
"For me, customer service means actively seeking out opportunities to give the customer a better experience than they expect, or perhaps had the last time."
Rachelle's Answer #2
"Ensuring that my customers are satisfied with their experience every time. That is what good customer service means to me. This level of service may mean bending the rules a touch to deliver what they need. For instance, I will extend the return policy by a reasonable amount if it means a happy customer who will give a solid review."
13.
Competition for this role is tight. Why should we hire you?
Interviewers want to hear about that one unique skill that sets you apart from the other candidates applying for this job. Think of your answer as your 'elevator pitch' or your qualifying statement. If you can't think of ways that you are unique, ask a few friends or family members what they feel sets you apart from other people. Their observations may help you understand how you are perceived.

Perhaps you already know what sets you apart! This skill could include any educational accolades, exceptional achievements, additional industry related training, a second language, or how involved you are in the community. Don't be afraid to brag about yourself a bit. In an interview, you are your most influential advocate.

Rachelle's Answer #1
"I have over a dozen years of experience in management at one of your largest competitors. I have a proven track record of successes there and will bring that knowledge with me. I also offer creative solutions on how to position your casino against the competition, and ideas that will help elevate your establishment to the next level. Having been a part of the industry for nearly half of my life, I have seen a ton of change and have adapted to every change or innovation with ease and excitement, and I look forward to doing that for Jack Entertainment as well."
Rachelle's Answer #2
"You mentioned earlier in the interview process that you were struggling with maintaining staff and retaining them. I have an incredible onboarding strategy that took my current company from a 35% turnover rate to just 5% in twelve months. I will turn this pain point around for you."
14.
How do you think our casino can best compete with online gambling services?
Since the start of online gambling, brick and mortar casinos have seen a significant shift in their business, and have had to adjust. The interviewer would like to know if you are aware of the effect the internet and online gambling would have on the casino business, and if you have any insight into how Jack Entertainment can remain competitive.

Some ways that casinos could compete with online gambling services include:

- Offering food and beverage specials
- Focusing their advertising pitch on the benefits of gambling in a real casino
- Creating a buzz around the unbeatable casino atmosphere that you cannot get from home
- Focus on the fact that you can win more often, and bigger bets, at a land-based casino

Rachelle's Answer #1
"I think that Jack Entertainment has an incredible menu and cocktail bar so, I would focus on enticing people with your delicious menu. Would you rather be at home, gambling online all along with a frozen dinner, or in the buzz of this beautiful casino with amazing food and drink options? That's how I would spin things to compete."
Rachelle's Answer #2
"Many popular games are not available online so, to compete with these online gambling services, I would focus my marketing efforts on those games that are only available in land-based casinos."
15.
What are the signs of gambling addiction, and how can we promote healthy gambling habits?
According to the North American Foundation for Gambling Addiction, approximately 2.6% of the U.S. population has some type of gambling issue. That adds up to nearly 10 million people in the United States who struggle with a gambling habit. This issue adds up to approximately 6 billion dollars each year, which impacts the U.S. economy and citizens.

Casinos often collaborate on public service announcements and other private efforts related to gambling addiction and the social issues that may come along with problem gambling. If properly used, casinos have a unique position to promote a positive gambling mindset.

Some of the signs of gambling addiction include:

- Chasing a loss, or claiming they will only stop once they win
- Increasing bet amounts, whether they are successful or not
- Increased or dramatic agitation at a loss

Share with the interviewer how you think a casino could have a healthy partnership with gambling and promote normal gameplay and habits.

Rachelle's Answer #1
"Ethical gambling is an essential topic in the casino industry. The signs of gambling can be tricky when you don't spend every day with someone; however, we can be on the lookout for regulars, or people who are more boisterous at the table than others. One way that I believe Jack Entertainment can promote healthy gameplay is to have hotline numbers readily available in open sight for players. You may not be able to save someone from a gambling addiction, but we can play our part in making resources readily available to our patrons."
Rachelle's Answer #2
"One of the biggest signs of gambling addiction that I look for is high levels of agitation and heavily emotional responses when the table does not turn in their favor. When this happens, the casino I currently work for may ask a player to step away for a breather. Our staff all have access to hotline cards that they can pass along if needed, or leave in a visible location for our guests to easily access."
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