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An important motto in any industry is, “if it isn’t in writing, it doesn’t exist.” This is especially true in the casino surveillance business. It’s often much quicker for an individual to get into trouble through verbal communication as it can be misread as intent. At least in a formal, written document individuals are protected by fact and not hearsay.

The Advantages of a Written Report

This is the reason reports are communicated through written means and not verbally in which information can easily change as it’s passed from one person to the next. On the other hand, written reports are reviewed, scrutinized and clarified prior to reaching the proper channels. Errors can be caught and explained while missing data can be completed.

Writing isn’t limited to paper, it also includes video surveillance. Within the Surveillance room, written reports are always substantiated with video backup.  All reports utilize raw data (tape) and are forwarded with the reports. Without it written reports are almost worthless.

Writing Suggestions, Improvements and Grievances

With large organizations like casinos, there are many suggestions for improvements as well as grievances. Unfortunately these are rarely put into writing and distributed through the appropriate channels to the proper levels of change. Usually suggestions, improvements and grievances are verbally stated which brings the idea to a screeching halt. This is commonplace in all industries.

In most cases the authority figure informed on these ideas isn’t likely to remember everything that’s stated due to the demands of their day-to-day functions. As a result that verbal communication is lost. It’s of best practice to document any suggestions, ideas for improvement or grievances for these to be heard and implemented.

Exclusions of the Rule

In the Surveillance room there are some reports that must be verbally communicated but are always backed up with a written report. One example occurs when a guest is suspected of cheating, like card counting in Blackjack. A phone call is immediately placed to the Pit Manager with an entry to the daily log.

If the suspicions are true, the Director of Surveillance and Shift Manager will receive a phone call and a detailed written incident report with numbers and times logged will be created to corroborate the claim.

Verbal communications in any situation are open to speculation, subjective interpretations and error which can endanger jobs or create liabilities within the casino. To combat these potential miscommunications, documenting every event and important conversation will benefit you personally, the department and the casino as a whole.