Bellagio is one of the premier casinos located in Las Vegas. The gaming and non-gaming operations were run as separate profit centers. The following case analysis will be discussing the control designed within the gaming operation, what control problems are to be avoided and the effectiveness of the control system.
As described in the case, dealers are only hired if they have adequate professional skills and two years of experiences in the related industry. Bellagio provides trainings and expects dealers to be welcoming and engaging so that they will be able to deal with a wide range of different customers. The personnel control is tight since there are several requirements that dealers have to meet in order to be hired. Training is designed to prevent lack of direction and personal limitations; dealers will be able to understand more about the corporate culture and code of conduct through training. In general, tight control cannot be affected by cultural control in most cases, however, with a strong corporate culture that Bellagio has, which is to provide the best customer service and meet the advanced needs and wants of consumers, the cultural control of Bellagio is relatively tight. All dealers are required to count fill by breaking down the chips in public view and in the full view of surveillance camera overhead. There is a standardization of actions on the table as well as attires required that makes dealers difficult to pocket cash or chips. Those action controls are