Improving Horseshoe Casino Security: A Research Proposal

Introduction

Most casinos do not want to take risks when it comes to the integrity of their gaming operations and the security of their facilities. In most states, laws and regulations require slot machines and tables to be under constant surveillance. Moreover, most modern casinos, as massive complexes, have multiple risks that need to be considered. Security is a major issue for casinos of all sizes, as well as for other types of gaming complexes. This is primarily because large sums of money change hands every night and day in most casinos. It is also because gamblers need to feel safe to play, and because gaming must generally be secure for it to be conducted properly (Lee, 2011). Normally, casinos have an internal security department that handles all matters relating to security. The department usually employs a workforce of security personnel trained to monitor and manage security events and situations within and on the perimeter of gaming floors. They typically also have a surveillance team to monitor patrons and security cameras. In most casinos, security cameras play an important role in ensuring casino security. Modern cameras backed by current technologies mean that assaults, arguments, bribery, cheating, and similar unwanted events can be noted quickly and acted upon without inconveniencing other patrons. Security professionals not only secure the gaming floor and its perimeter — they also play a role in keeping away suspicious persons and preventing assault, kidnapping, and theft.

The legislation that regulates how gaming establishments need to protect money differs across states. For instance, in Nevada, the Nevada Gaming Commission is mandated to regulate how casinos and gaming establishments manage money on the gaming floor. The Commission requires casinos and gaming establishments to have sufficient money on hand to cover all chips in play on the floor (Lee, 2011). Because the number of chips in play varies, the amount of money required changes daily. The cash reserves held by casinos are typically stored in casino vaults. Casinos generally do not announce how much they hold in cash reserves or the location of their vaults, in order to protect themselves from criminals.

Traditionally, casinos only hired individuals to act as security for the money that changed hands on their floors. Nowadays, security personnel fulfill several roles in casinos. Without them, gaming operations cannot be secured, nor can the integrity of those operations be maintained. For this reason, casinos are usually very selective when hiring security staff to ensure they recruit intelligent and physically capable individuals. To attract qualified candidates, they typically offer competitive salaries and benefits (Staub, 2006). Modern casino security personnel generally have two main jobs: to protect guests and to protect casino property. However, while security personnel do protect casino clients, their priority is to protect casino property — and this sometimes means keeping an eye on clients who are attempting to steal from or cheat the casino.

In recent times, events such as mass shootings in entertainment venues have forced casinos and gaming establishments to re-evaluate their security measures and plans. Those plans are designed to protect both casino property and casino patrons. Patrons need to feel safe in order to play more and spend more (Lee, 2011). Many casinos have uniformed security officials and metal detectors around the perimeter of casino floors and other parts of their complexes to make patrons feel safe. In some cases, casinos recognize that metal detectors and uniformed personnel can make patrons uneasy and therefore employ more subtle methods to protect casino floors and clients. As is evident from the above, casino security is a complex matter.

Casinos have a significant responsibility to ensure that their assets, employees, and patrons are protected and that their interests are secured. Additionally, they are required by law to protect their assets, staff, and clients. However, providing effective security is not easy. It is difficult to monitor wide spaces with many people and multiple exits and entry points (Lee, 2011). The difficulty in monitoring large casino floors, combined with the vast amounts of money circulating in casinos, often makes them vulnerable to fraud and theft. This is why security personnel must plan carefully to prevent crime, investigate incidents, and resolve crimes when they occur.

The following research questions guide this study:

i. What new security improvement or enhancement measures can be used to deal effectively with modern security threats?

ii. How can existing casino security measures be updated to meet new security challenges and threats more effectively?

iii. Considering the security threats at the Horseshoe Casino, what specific measures can be adopted to improve the casino's security cost-effectively?

Because most casinos handle thousands of dollars in cash, they consistently attract criminals and individuals with ill intent. For this reason, it is critical to maintain high security in casinos. These days, the most basic casino security includes cameras positioned throughout casino facilities to monitor both employees and patrons. The presence of cameras helps deter stealing and cheating — a significant contrast with the past, when most casinos simply hired large individuals to provide physical security.

Moreover, casino security in the modern era attracts millions of dollars in investment compared to the few thousands or tens of thousands of dollars casinos once spent on security. However, despite increased investment in casino security, theft, cheating, and other offenses remain a persistent problem because these crimes have also evolved over time. For this reason, casinos must continuously review their security measures and modify them to ensure they are up to date and sufficiently robust to deal with current security challenges. The need for security improvements informs this study, as it seeks to determine how to improve the security measures and models being utilized at the Horseshoe Casino.

Very few research studies focus on how to prevent crime in the casino industry. This lack of empirical evidence on crime prevention means there is a gap that needs to be filled. Several articles suggest the use of different security models in the hospitality industry; however, relatively few scholarly articles address casino security specifically. This study will examine how casino security can be improved to avoid inconveniencing guests and to prevent theft by casino patrons, employees, and criminals in general (Cebekhulu, 2016). Therefore, this research's contribution will be significant as a scientific endeavor to study current casino security measures and how to improve them.

Casinos generally invest millions in building beautiful facilities with magnificent gaming floors. They spend considerable money and effort making sure their environments are as comfortable as possible for patrons, because the more comfortable a casino customer is, the longer they will stay and the more money the casino will make. Casinos also invest heavily in security for several reasons, including giving customers the sense of safety they need to feel good and spend freely (Cebekhulu, 2016; Lee, 2011). This study is significant because it reveals how security can be improved at the Horseshoe Casino and other similar establishments to ensure customers are comfortable and feel secure enough to stay longer and spend more, resulting in a stronger business for the owners.

Risk assessment: The investigation and evaluation of risks, threats, or vulnerabilities to inform the probability of the risk occurring, its impact, and how to prevent it (Roper, 1999:14).

Risk management: The identification and preparation for the occurrence of a risk, or the taking of action to reduce the likelihood of a risk occurring or causing devastating damage if it does occur (Manley, 2009:21).

Countermeasure: An action taken to eliminate or reduce a vulnerability. The cost involved in a countermeasure can be nonmonetary or monetary. Nonmonetary costs include bad publicity, unfavorable working conditions, and reduced operational efficiency (Roper, 1999:14).

Safety: The protection of an individual's health and well-being (Hayes & Ninemeier, 2006:410).

Security: An organized effort to ensure the safety of individuals and property from risks, threats, and vulnerabilities both within and external to an environment (Wood, 2013:77).

Security survey: An analysis of a facility's internal controls, operating procedures, environment, physical features, structures, and property, often conducted for the purpose of improving the facility's security (Floyd, 2008:1).

Threat: An event that can potentially result in the damage or loss of an asset, or an indication of a party's intention to cause such damage or loss (Roper, 1999:13).

This study will rely primarily on literature from the hospitality industry because that is where the most relevant available literature resides. There are not many thorough studies examining casino security specifically. Furthermore, the researcher cannot easily obtain statistics on crimes committed in casinos, largely because security in most casinos is handled by independent contractors who are not very interested in revealing security lapses or crimes that occur under their watch. Most casinos and casino security firms also recognize that publishing information about theft or crimes would negatively affect their business, as clients would be less inclined to visit. It is also expected that casinos will be reluctant to provide documentation for this research, since most will naturally not want to reveal their security measures.

Theoretical Framework

Many theories have been proposed to explain and help with the management of security on casino floors. Some of these theories address crime as well as criminality. They include the Broken Windows Theory, Crime Prevention Through Environmental Design (CPTED), the Defensible Space Theory, the Situational Crime Prevention Theory, the Rational Choice Theory, and the Criminal Event Perspective. These theories will be discussed below, along with their applicability at gaming establishments and casinos. All are ecological theories of crime that address physical and environmental features and locations, which can be considered in efforts to stop or minimize crime (Purpura, 2011:131).

This theory focuses on crime as a singular event (Sacco, Sacco & Kennedy, 2002). While the event is singular, several factors typically contribute to it, such as the offender's motivation and the proximity of the target or victim. The target or victim must be in close proximity to the offender for a crime to occur. While this theory views crime as a singular event, it is important to note that crime does not happen in a vacuum or in isolation. Multiple factors affect how a criminal event unfolds, including the proximity between target or victim and offender (Sacco et al., 2002).

This theory argues that it is primarily up to an individual — or a criminal — to decide whether to commit a crime. In other words, an individual's thinking determines their behavior. Normal or conventional thinking generally leads to normal behavior, while criminal thinking leads to criminal behavior and offending (Lilly, Cullen & Ball, 2002:218). According to proponents of this theory, one's propensity to commit a crime is not influenced by body type, genetics, or sociological factors. It is strictly influenced by criminal thinking. Proponents of the rational choice theory argue that criminal thinking has an unknown origin, which is why it can affect only one person in a family and not several persons simultaneously.

The root of this theory is the rational choice theory. According to Eck & Clarke (2019), a potential criminal's decision on whether or not to commit a crime is largely determined by the situation. The potential criminal typically considers the risk involved in committing a crime, the effort required to commit it, and the potential reward. Once a potential offender considers the risk of getting caught to be low and the reward to be high, they tend to also view the required effort as manageable. According to Schneider (2014:45), situational crime prevention is a measure that aims to reduce the opportunity or ease of specific crimes by manipulating or redesigning a particular environment to make crime more risky, more difficult, and less rewarding in potential criminals' eyes.

According to Snyder (2014:1), even though security is more important today than in the past, security planning is still not always taken seriously during the design of casinos. For security to be easy to guarantee, there is a need to incorporate security planning during the design phase. While this seems logical, Worrall (2006:296) does not fully agree. According to Worrall, physical security measures — including high walls, fences, turnstiles, security officers, and security cameras — are not very effective in stopping crimes at casinos because crime still occurs despite their presence. Nevertheless, CPTED has demonstrated that accounting for security measures during casino construction generally leads to better crime prevention, especially in protecting assets.

According to this theory, architecture, street layout, landscaping, and public space use are important in establishing defensible space (Purpura, 2011:131–132). The defensible space theory promotes two types of social behavior: natural surveillance and territoriality. According to Fennelly (2012:104), the defensible space theory also emphasizes using natural access control to prevent or reduce crime at a casino complex.

The Broken Windows Theory is considered one of the most important theories in criminology. According to Purpura (2011:137), public intoxication, graffiti, broken windows, and broken doors in neighborhoods are small problems, but when they are not addressed quickly they can lead to crime and neighborhood decay. In the context of casinos, this theory is most relevant to facilities that are poorly maintained. Evidence of neglect — such as worn uniforms worn by staff or poorly maintained spaces — can attract crime and criminals. Casinos are public spaces and therefore ought to be well-maintained to promote order and safety. Lack of maintenance will almost always lead to poor outcomes (Cebekhulu, 2016).

Review of Related Literature

Nearly all facilities in the world have unique security concerns based on their environment, and casinos are no exception. However, casinos are unique because they handle large amounts of money, making them more vulnerable to theft and attacks. Most casinos have gaming areas, restaurants, hotels, and entertainment centers, meaning they conduct a great deal of business and handle substantial sums of money. Their gaming centers are also often crowded, which makes it difficult to notice suspicious individuals and provides cover and opportunity for people to take advantage of others. Because of these unique vulnerabilities, many casinos have developed ways to reduce the possibility of crimes occurring on their premises, to monitor crowds for rule violations, and to respond quickly and effectively when incidents do occur. This section reviews the security issues facing casinos, the precautionary measures taken to address them, and how security incidents are managed.

The main goal of security and surveillance officers at casinos is no different from that of security and surveillance officers at other facilities: to protect the facility's assets, its employees, and its visitors. Because security officers play a very important role in casino protection, their job description is typically quite detailed and their qualifications are high, as they must be intelligent enough to notice issues quickly and act appropriately.

Casino security officers' main responsibilities include enforcing established rules, patrolling assigned areas, questioning suspicious individuals, inspecting suspicious elements, handling emergencies, escorting chips, and detaining suspected criminals. Minimum job requirements typically include a GED or high school diploma, no criminal record, above-average intelligence, and good communication skills. A license to carry may also be required (Bai et al., 2006). Security officers are highly visible in casinos, which helps deter criminals and explains why strong communication skills are essential — people tend to approach them frequently with questions.

In contrast to a security officer role, a surveillance officer's job primarily involves monitoring screens for suspicious activities. In casinos, monitoring screens are connected to cameras providing live feeds from key locations throughout the building and surrounding environment. Casino surveillance officers look for questionable or suspicious activities, including fraud, theft, cheating, and pilferage. Because surveillance officers play a critical role in detecting and preventing multiple offenses, the qualifications for these positions are usually extensive. Most casinos will only hire individuals who have the right training and experience in monitoring casino CCTV cameras, as inexperienced individuals often lack the skills needed to quickly detect and alert security officers to potential issues. In many cases, casino surveillance officers must hold a license to operate CCTV cameras (Field, 2000:96–97).

Some of the security challenges casinos face stem from an insufficient number of security officers to monitor the large crowds present in gaming halls. The few security officers on duty must therefore rely on surveillance officers to actively watch areas they cannot directly see and to quickly inform them of any issues. For quick communication, security officers typically carry two-way radios to receive alerts and instructions from surveillance officers (Field, 2000). Both surveillance and security officers must remain highly alert to quickly notice and respond to issues such as minors on the premises, assault, criminal activity, fires, and accidents.

All casino security and surveillance officers must be aware that anything can happen at any time. They must constantly watch for potential issues and safety hazards and take action where necessary. For example, if a safety hazard is identified, they must not assume someone else will address it. They must cordon off the area and ensure the hazard is removed or fixed before any accident occurs. A wet floor, for instance, could be a hazard that harms clients and employees and must therefore be reported promptly (International Foundation for Protection Officers, 2003:60). If an officer encounters a hazard they can fix themselves, they must do so. If they cannot, they must contact their supervisor or someone who can — but only after blocking or cordoning off the area. After the issue is resolved, the officer must write a report documenting the hazard and the actions taken to prevent future occurrences.

While accidents do happen in casinos, not all accidents are genuine. Some are staged by individuals seeking to extract money from casinos by threatening them with lawsuits. In some cases, employees even fake accidents to obtain workers' compensation. Because of fraudulent accident claims, CCTV cameras are often placed throughout casino buildings to record events and prevent illegal lawsuits based on staged incidents (Florence, 2002). Some clients also report false damage to vehicles left with casino valet or parking services. To protect against this, some casinos have strategically placed cameras to record vehicles' condition when they enter casino premises.

Fires do happen at casinos. The large number of people typically present means that a major fire can cause significant damage and even death. The high noise levels and music in casino halls can sometimes make it difficult for people to hear that a fire alarm has been activated (Lam, 2019). Moreover, clients who are deeply engaged in their games may not respond to fire alarms when they are sounded. Research by Kirch (1998) into the Grand Casino Biloxi in Mississippi illustrates the complexity of a major casino's fire alarm system. At the Grand Biloxi, the fire alarm system featured eleven alarm panels, 900 smoke detectors, multiple CCTV cameras, 450 pull stations, firewalls, and smoke evacuation handling teams. This demonstrates just how complex fire alarm systems are and how seriously major casinos have treated the fire threat. In addition, the Grand Biloxi's fire alert system was monitored at all times by a trained fire supervisor well-prepared to handle fires and assist the fire department in an emergency (Lam, 2019). All of the casino's security officers were also trained to handle small fires using a fire extinguisher or a hose, while major fires were always left to the local fire department. To ensure that fire department members were familiar with the building, they were given a yearly tour of the casino.

To prevent injury from false fire alarms, the Grand Biloxi's fire alarm system incorporated a 20-second delay. The central alarm station activated immediately upon smoke detection, giving the supervisor and security officials time to check CCTV cameras and either allow the alarms to sound throughout the facility or prevent them from doing so if no actual smoke or fire was present (Kirch, 1998). The fire alarm system at the Grand Biloxi was also connected to its elevators: the moment fire was detected, the elevators immediately descended to the lowest floor to let off passengers, who could then proceed to safety.

Criminal activity is one of the most significant issues that casino security and surveillance officers must constantly watch for. Examples of criminal activities include assault, felonies, illegal gambling, theft, and fraud. Illegal gambling schemes may involve employees who attempt to make extra money by running their own unauthorized gambling operations (Strickhouser, 2004). Employee theft is a major problem in many casinos because employees are surrounded by large amounts of cash. In some cases, employees steal chips; in others, they collaborate with outsiders to steal from the casino. Criminal activities perpetrated by outsiders include the theft of purses, wallets, and briefcases.

Illegal gambling schemes common in casinos with lax surveillance and security include distraction schemes, card manipulation, and stringing. Distraction involves a client or clients doing something to cause an employee to lose focus — changing a bet or altering the outcome of a game. Card manipulation is often carried out by cheaters in collaboration with game staff, though cheaters may also act independently, using techniques such as false shuffles or marking cards to make them easy to identify. Stringing involves attaching a string to a coin and using it repeatedly on slot machines (Strickhouser, 2004). While such cheating methods can be difficult to detect, most cheaters do not anticipate being under camera or physical surveillance by experienced security officials — which is typically the case in modern casinos where officers are well-trained to look for criminal activity.

Other criminal activities casinos must contend with include robberies and assaults. In many cases, robberies involve the use of a firearm and the threat of force (Strickhouser, 2004). The primary reason casinos are attractive targets for armed robbery is the substantial amount of money available in cash or chips. Some patrons who lose large sums also react by consuming alcohol and then attempting to recover their losses through armed robbery. Drug use by employees is another contributing factor — employees with a history of drug abuse may relapse and end up robbing their workplace. This is why many casinos conduct drug tests on potential employees before hiring and carry out random testing thereafter (Zalud, 1998).

Child predators are also known to frequent casinos, often attempting to disguise underage teenagers as adults. To help detect underage individuals, security officers are now trained to look for certain behavioral cues, and when they have sufficient evidence they are permitted to question or detain persons they suspect to be predators (Provost, 2017). Security officers in major casinos are also trained to check restrooms regularly, as clothing found there can indicate someone is attempting to conceal their identity.

Several major casinos now provide small, supervised childcare facilities within their buildings where parents can leave young children while gambling. Parents are required to present a photo ID when dropping off children, and the same ID must be presented to pick them up. Such facilities are typically monitored remotely by casino security to ensure the safety of the children and the proper operation of the service (Provost, 2017).

CCTV camera systems are very important for casino security. There are many different types of CCTV systems utilized in casinos to monitor various halls, hallways, and rooms. Some cameras can zoom, tilt, or pan, making it easy for surveillance officers to monitor areas as if they were physically present (IFPO, 2003:83). Many CCTV systems are configured to record cheating, assault, embezzlement, and movement in restricted areas. Some are also set to monitor areas prone to fire or to record incoming vehicles for evidence of pre-existing damage. These systems have been used to detect and stop criminal activities, record incidents for investigation, find missing persons, identify offenders, and spot runaways. Some CCTV systems can work in conjunction with facial recognition software to locate wanted persons even when they are in partial disguise, though heavy disguises can cover enough of the face to prevent successful recognition (Florence, 2002).

While the above demonstrates how advanced CCTV systems have become, one fundamental requirement remains: CCTV screens must be monitored constantly for the systems to be effective in preventing crime and unwanted behavior. If they are not actively monitored, they will not be useful in preventing incidents. Many casinos typically have two or three CCTV surveillance officers on duty at any given time to ensure that everything is observed, potential issues are identified promptly, and appropriate action is taken quickly.