The Horseshoe Casino’s first days in business were bound to include a few kinks here and there. Would Mike Trivisonno’s poker table require delivery of fried chicken? Would he fetch his own?
But word inside Dan Gilbert’s palace is that the house is dealing with more than a few hiccups in its opening weeks — most notably that a ton of employees have already quit.
“People can’t handle it,” says one Horseshoe employee who asked not to be ratted out for talking to people of our dubious stock. “It’s the stress. It’s a lot of culture shock. A lot of people from all departments have already quit. It’s visibly noticeable and something we talk about.”
Many of the problems stem from the casino’s hiring philosophy, says the staffer. “The process was kind of like American Idol, which was cool. But even if you were experienced, you might have been turned down because they wanted to hire based on having an upbeat and positive attitude. There are people working here who had never even frequented a casino as a guest before.”
A second casino employee who also declined to be named confirms that workers are fleeing like Browns fans at halftime. Consensus is it’s the relatively inexperienced older folks who are cashing out early, and that plenty of workers are thoroughly enjoying themselves. But management isn’t exactly giving them reason to stay.
“Cage cashiers have had a serious problem with quitting because they’re keeping them way too long — 11-hour days,” says the employee. Even worse: Slot attendants work for $6 an hour plus tips, which have been all but nonexistent.
“I saw four people crying after they looked at their paychecks. Some people are really flipping their shit.
“A lot of people quit when they didn’t get the shifts they wanted, acting like it’s the first day of sixth grade and you’re picking your homeroom. It’s every department: dealers, cashiers, attendants, security.”
Dealers, in particular, have been flagged for not being polite enough, fast enough — even correct enough. “They just brought in 14 experienced dealers to deal with that.”
Rock Gaming says it’s casino business as usual.
“We intentionally staffed up,” says spokeswoman Jennifer Kulczycki. “Caesar’s has opened casinos before, and they know when you bring a new industry to a new market and people aren’t familiar with a 24/7 operation, you anticipate some attrition. Sixteen hundred is normal operating conditions, and we hired over 1,600.”
But even more troubling are emerging rumors that Horseshoe guests can’t get a timely beverage.
“The waitresses have been awful,” one worker says. “It takes over 20 minutes to get a drink. I’ve got customers asking me about their drink nonstop.”
So the place sucks?
“I love it. I’d be bored if I wasn’t doing this.”
This article appears in May 30 – Jun 5, 2012.
Its more because people were being rushed trained. Alot of the employees have never had casino experience or even been to a casino, so the fast paced environment is to much. Not to mention the layout of the place. I have honestly not been in the casino yet for my own reasons but ive seen it during construction since my work is right around the corner. Another issue is the parking and traffic. It almost takes me 20 minutes to get from the exit ramp to superior avenue at night! $40 for parking is outrageous.Given if you play 30min its free, but most casinos do not charge that much. This plan was not thought out at all.
They’re crying when they look at their paychecks? So much for all the great jobs the casino was supposed to have created. It’s too bad so many employees are reliant on tips. I guess that’s the way casinos are, but um, yeah…we were told the jobs created would be GOOD jobs……
Have you seen the scary dirtbags hanging outside the casino? They cannot be fun to deal with (or smell) – I’d quit too.
Its got its ups and downs but obviously clevelands broke as fuck so dont expect tips from everybody when your working the slot floor. Its a shame that people think they dont need to tip when they got a free soda or water from one of these girls but like i said thats clevelands mentality. Which fucking sucks to say the least. I think its gonna be a great place once they lean there way thru alot of bs!!
This is no different than most restaurant and bar openings.
Right before the casino opened I ran into a woman from a Mississippi casino who had been brought in to train the cashiers. She said staying overtime was the norm and that the casino in Mississippi was always crazy busy on the weekends. She said she loves it because the time goes faster. I can see how some other people might be overwhelmed by it and if you have kids at home (she didn’t) it would be hard to have to stay late all the time because of child care arrangements.
The curse of Binion’s is on the Horseshoe…shame on Harrah’s for stealing the poker T. and name from it’s rightful place…Downtown Fremont Street..Las Vegas, NV.. BB Shoe…the only real ‘Horseshoe’ it’s still there and always will be…they always had the happiest employees and customers…go to Vegas for the real deal..Binion’s
The problem lies with the Newly hired HR department. They are inexperienced and rely on a pre-designed math test to determine your fate. As a former employer of many years it has been my experience that some of my most loyal, dedicated hard workers were those that never passed a written test. To work there you must BUY a casino gambling license at a cost of $549.00 which is deducted from their pay. This amount is basically the same as working for free for a week or more at the rate of pay you receive. The shock comes as they see there first pay.
Add to it no vacations, no paid holidays, extended long hours of standing. A dream job? I think not! You must pay for parking ( no reimbursement) to interview. Then there is a second trip to return completed paperwork again not reimbursed. If you are lucky enough to be hired for this dream job make sure you ask to take the math test first before going through the massive amount of required paperwork, drug testing and wasted time.
Well with hard-core reporting that begins with “word inside …” and ends up with “this one employee said …” how could you doubt the obvious, that Cleveland Horshoe is headed for certain disaster after only two weeks?
I also llike some of the comments here about how we are shocked — yes, shocked — that the jobs promised by the casino have turned out to be (ghasp!) casino jobs. And who would have guessed that the casino jobs pay what casino jobs pay everywhere else?
The casino is like a new road. A dirt road. After it has been traveled on a while it will get smoother. When I am in Vegas, I always tip my waitress. I see them more often then.
19 Action News did a report on this and in their comments section was a very troubling post:
“Deanna
7 hours ago
What the article is not reporting…casino employees are working 20 days straight with no days off and 12-14 hour shifts and being denied time off for medical or personal days. They are not eligible to any benefits until 6 months after being employed. Oh, after the 6 months can you then request a day off and then be paid what they “quoted” online for starting pay. The casino did a lot of false advertising…3 of my friends are about to quit as well.”
Isn’t it disgraceful the way billionaire Dan Gilbert is treating his employees? And isn’t it strange that the Plain Dealer is intentionally not reporting on any of this? The Plain Dealer endorsed this casino and advertised the jobs there. I think they have a duty to follow through with reporting on what it is like to work there. Unfortunately, not only are they not covering the casino properly, but my experience has been that they will censor you if you are too critical of the casino on their web site. What a lousy newspaper!
Tommy: “Its a shame that people think they dont need to tip when they got a free soda or water from one of these girls but like i said thats clevelands mentality.”
Most casinos allow you to go get a glass of water or a Coke on your own. It’s absurd that at Dan Gilbert’s casino you have to have a cocktail waitress bring you a glass of water and then you’re supposed to tip them. And it’s pretty comical that it is apparently taking, o average, 20 minutes or more, to get that glass of water. There are these things called drinking fountains, and they can also set up self-serve refreshment stations. Good look expecting to live in tips for bringing someone a glass of water 30 minutes after they ask for one.
“When I am in Vegas, I always tip my waitress. I see them more often then.”
Of course, when you are in Vegas the waitress is bringing you a free cocktail. In Cleveland, they bring you a free glass of water. 30 Minutes later. LOL Tip them if you’re a fool.
The “news” of disgruntled new employess with no previous casino experience leaving a working body of more than 1,600 people isn’t troubling at all — rather something to be expected. As other bloggers pointed out, Gilbert could have hired experienced casino workers outside the area, people who already had their licenses and would obviously know the rigors of the job, but didn’t, and employes finding out the gaming life wasn’t for them is a natural result. It’s in fact a result that Rock Gaming is taking in stride more than Scene or sensationalizing Channel 19, which clearly admits using this column from Scene as its main resource.
I am not sure what institutions that require licensed employees — from hair salons to hospitals and clinics — readily pay for their employees’ licenses and training (imagine picking up the tab for med school). But casinos never do, and it hasn’t been a problem — even for the thousands of people who knowingly grabbed the chance to enroll in the casino workshops. I also don’t know of many businesses that offer vacations before obviously foretold trial periods.
I work at the Casino. No, tips have not been what we thought they would be, but management has adjusted pay rates to make up for it. Yes we have had to work some long hours, but we had no experience and had to cover for those who quit under pressure. Yes we have lost employees, but what new company doesn’t? If those who were unhappy had given management a little time to resolve the problems they might still be working and happy as I am. Remember, the people who quit left there co-workers in the learch with no one to cover for them. That is a big part of the long hours. Yes we had some questionable guests the first few days, but seurity is working hard to make sure that they don’t return. I love my job and wouldn’t want to work anywhere else. My co-workers are great and my managers are always there to help with any problems. If your a high energy up-beat person that enjoys meeting new people they’re still looking for good people.
As a employee of the casino alot of what was said in the above posts were untrue as a dealer we were all told in advance what to expect.The casino has been open for only a few weeks. If anyone thinks that it they can run it with no hiccups please apply im sure you would be hired. I have only had to work a normal nine to five five days a week, eight hours a day. As for the insurance it is not six months its ninety days the same as every buisness i have ever heard of. As far as the training it was free cost nothing but time. What company is going to train you for free before you are hired background check wich didnt cost us anything as well as the drug test. Lets get real folks do you want a criminal or drug addict handling large sums of money. people got what they signed up for if it didnt work out they need to look at themselves and see why. As far as the cost of the gaming liscense once again we were told in advance how it was going to work. So the question here is the problem the casino or the people that either cant or wont do what they were hired for.
We were not rushed through the training. We were mis-lead along the way more than once. Gaming license fee was suppose to to a payroll deduction over 12 pay periods but when we accepted a job offer they made the fees over a 5 pay period time. Huge difference in pay checks from around a $54.00 deduction to a $109.00 payroll deduction. Being partime they will wipe out large portion of check.As a part time dealer they have never asked my availability. Now how do you plug in someone who works full time and is only available certain days and times when you do not ask what they are.Ten emails to them with as of today,still no response. Have requested a medical leave as I am having surgery soon [not related to casino] but no answer if I will even have a spot when Doctor finally releases me. They changed training days and hours on a days notice and am hearing they continue to do so now that they are open. Dissappointed in the way things have gone along.
As an employee, I can tell you that yes, a lot of people have quit. But we predicted that through training. Some people did not have enough backbone, and when the players got angry, they ran like scared children.
Whomever said we are working 20 days in a row? Not true. There is overtime, a bit of it mandatory, but a lot of it is done by a sign up basis (as in, if you want to work overtime, you sign up.) And many times they ask people to stay, and they say no, which is their right and the coaches know that.
I was not disappointed in my paycheck. We’ve only gotten one since the casino opened, so what is everyone starting rumors for.
Yes some people have also quit because of scheduling. For SOME of them, it’s like they are stomping their feet and taking their toys home if they don’t get it their way. However our employer has told us that these shifts are only got a few months until things even out and they can see where the needs are.
Caesars has been nothing but upfront with us about everything. This article needs to get its facts straight.
I work at one of the Detroit casinos and our gaming license costs $100 for dealers, which they reimburse after 1 year of employment. Licenses must be renewed every 2 years…another cost the casino absorbs. So….not true that this cost always goes to the employee. Ive been dealing for over 10 years there…so know this for fact! We are also unionized and our hourly rate is twice what Gilbert is offering…..not to mention that tips at our casino are good. So, for us this is one of the better jobs available in the area…plus the perks of free parking (in a secure employee only parking structure), free food and drinks on break, free uniforms which they provide, clean, mend and replace at no cost to us, medical, dental, optical coverage as well as 401k. Cant really ask for much more!
Janet,
The gaming license in Ohio cost 549.00 and are valid for 3 years. This amount does include the background check, fingerprinting and photo needed for employment. The cost is NOT absorbed by the employer. It is deducted from employee’s paycheck in 5 equal installments. The Cleveland casino is not unionized. Employee’s in Cleveland do get free parking, medical dental and vision is avail after 90 days for a small fee. They do not offer holiday or vacation pay but have what they call PTO which kicks in after working there for 6 months. Employee get 7 paid PTO days from 6 months to one year.
Good to know Detroit is treating it’s people that work for them so fairly.
Did anyone really think that the casino would run 100% smooth with no problems when it opened? Gotta give them a chance to iron things out and work out the kinks in this operation. Besides, disgruntled employees are much easier to find/willing to talk than positive, happy employees are. I’m willing to bet this is the case here, and it will be business as usual shortly.
I am the husband of one who works at the casino as a slot attendant and would like to ask Scene magazine to assist in making the casino a success story, not the sweat shop you are making it out to be. Why not inform the people of Cleveland and Ohio for that matter of the workings of a casino. What I am referring to is that everyone shows people how to play the games. Why not inform them of the how the employees earn their money. The casino employees get an hourly rate combined with tips. Those employees include not just the cocktail servers but dealers, slot attendants, cashiers and such. Tips are pooled and divied up come paydays. People understand tipping waitresses, card players understand tipping the dealers (well, most anyway) but no one seems to understand tipping a slot attendant for their
services such as assisting with their jackpots, assisting with machine repairs, directions to their favorite machines, and such courtesies as saving their seats for bathroom and smoking breaks. These tips are part of the paycheck they work so hard for. They all enjoy their jobs and love sharing in the Legendary service Horseshoe is known for. So help in getting the people of Cleveland and Ohio to learn how to share in the good times the Casino has to offer.
3.50 an hour plus tips is a JOKE for what you need to dedicate to be a dealer. I dont get it – the ones bringing in all the money get paid so low! Time for local 10 to get in and help these people not be slaves!!!!
okay lets get this straight everyone is getting the hourly rate in wich they agreeed to when they signed up i do know personaly that rate fro a dealer is not 3.50 a hour plus tips never was just a another atempt to make casino look bad as far as gettting local 10 or anyother union in that is up to the employees not this or any other paper but if they are using deception now ( stating a dealer makes 3.50 plus tips) what would happen if they do get in
msskyy, you win the award for being the first person I’ve ever “scene” on this sight posting via mobile. Congratulations.
What kind of drug test is it?
Since this is a non-indian casino, which i’ve never been to any but indian casino’s. I’ve been going for decades and most of the staff knows me. They pay well and the majority of the staff are models or hot looking gals which most are nice and flirt to get more tips. Many of the gals working at the ones i go to i’ve known for years and make a night what most people make a month or more. I hit jackpots often and always tip all involved except management as they told me they can’t accept tips which is 100.00 each person. The gals that have the trays of coffee and soda on hand i give them a buck even though its free. Many that work at indian casino’s that are part of the tribe, get 47 grand a year for life and if they want to work there, they can and make good money. Most often they are understaffed as it may take over a hour to get a drink or get assistance with the slots. As far as this story with the issues at this new casino, yes there are bugs, but if they have experience there wouldn’t be any problems. All casino’s of any type are out to make a fortune and many will use employees to do it too. All the casino’s i’ve been to, everyone kept there own tips, nothing was shared as they are assigned to a certain area of the casino, whether slots, tables or ticket changers. Many of the people working the casino’s are students. Even in Vegas they train the card dealers and its on average a month or two before they get it down pat. If this casino even just opened is going through a lot of people, then it will go bust as every casino hires the best in the industry to work theirs and pay well to keep them. I have friends that work at both types of casino’s, either india regular and they never paid anything for fees, clothing, parking and their meals were free!
Really people I am a cocktail waitress drink times r every twenty min what they need to get rid of r the trash that walks in don’t play and demand drinks u complain and as long as they put a frickin dollar in a slot machine and play a penny a line we have to take care of these sob that don’t tip and r as rude as hell and with our sales even with free drinks it looks like we get tipped any anyoneelse wanna work for less than three dollars an hr and deal with that shit
and nobody commented on this typo lol > “I saw four people crying after they looked at their paychecks. Some people are really flipping their shit.
I encourage all casino employees in Ohio to start/join a union fast. Profits are a driving factor to all involved. Casino owners will not be impressed with their winning numbers especially compared to their other properties in established gaming markets. This fact will put Ohio on the bottom of the list for benefits, and this means the type of benefits that prosper employees and the communities involved with this new adventure in terms a company(ies) reinvesting with expectations. Visions for a magical impact for the areas will be disappointing for many years to come in my opinion ; perhaps as Atlantic City was disappointed by promises made to re-invent their city back in the 80s. Compare Toledo to Atlantic City, Compare Cleveland to Las Vegas, compare Columbus to San Diego….and be honest with your answer and you’ll see your Ohio future, a grind. That’s ok in my opinion. Ohio’s strength could be the fact that the heart of the nation lies within it boundaries, producing many fine people who have prospered across this nation and earned respect from employers and customers alike for their Ohio caring, Ohio kind nature. Ohio people are considered hard workers by casino people across our nation’s gaming properties ( I know that for a fact) : Ohio workers are willing to give when they “can earn something in return”….many workers ‘just want” without the ‘giving part’. The sad part is, fueling this ‘now’ dream for casino employees in Ohio is an ‘absence’ of tipping by Ohio people in general. I can say that for a fact…as a young boy I heard my divorced mother crying as she was “stiffed” by customers at her very nice restaurant. “If they would only leave a .25 cents each” she said to me crying….she was really crying about the “respect” they were not showing her. The State of Ohio is not alone when a lack of tipping is talked about by workers affected…the best states in the Union for tippers are California and Hawaii (New York third)…if you think I can’t stereotype (nicely enough) you spend 30 years in the environment described by workers above in this comment section.
Ohio’s opportunity is to give what all people across the world want the most, “knock out service”….. My dream for Ohio casino employees is what my mother wanted for herself, respect from people she encounters on her daily grind (and she was willing to take some punches on the job)….but customers need to understand the “paperboy” is not the only person to tip for worthy service. And workers need to ban together and get every ounce of respect they earn/describe—to their employers who won’t “give” you anything more than they have to. Believe me, all casino managers/owners are very aware of the pitfalls ahead for tipped employees in the Buckeye State and they’ll try to “blend in with the crowd” as much as possible. Unionize now and protect your attitudes for the future.
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