How I Collaborate: Dustin Boshers, Director of Casino Operations, Red Rock Casino Resort & Spa
Win or lose, he says, the key is making sure the customer wants to come back.
Illustration: Yann Bastard for Bloomberg Businessweek
Few workplaces involve the emotional extremes of a casino. “We work in an environment where people sometimes lose, and emotions sometimes run high,” says Dustin Boshers, who oversees the 120,000-square-foot gaming floor at Las Vegas’s Red Rock Casino. “Nobody likes to lose.”
On a busy shift, Boshers manages more than 100 dealers at 60 stations for poker, blackjack, craps, roulette, and other games. A pyramidal management structure helps keep order: Toward the bottom are floor supervisors, who each oversee a half-dozen stations and handle any problems among dealers or guests; above them are assistant shift managers and shift managers, who are there when a guest wants to escalate an issue. They all report to Boshers.