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Pechanga Resort & Casino Interview

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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Top 30 Pechanga Resort & Casino Interview Questions with Full Content
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 Pechanga Resort & Casino?"
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."
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 Pechanga Resort & Casino 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."
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."
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."
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 Pechanga Resort & Casino.

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 Pechanga Resort & Casino 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 Pechanga Resort & Casino."
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."
Who are our biggest competitors, and what does Pechanga Resort & Casino do better?
It is critical that you research Pechanga Resort & Casino 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 Pechanga Resort & Casino 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. Pechanga Resort & Casino 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 Pechanga Resort & Casino over any of your competitors."
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."
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 Pechanga Resort & Casino.

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 Pechanga Resort & Casino. 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."
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."
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