Casino security comforting uneasy visitors

Kevin Ferguson

Friday, Oct. 5, 2001 | 9:54 a.m.

Comforting hotel guests that have stayed away from large crowds and major resorts following the terrorist strikes requires two things: creating a sense of safety and offering cordial service, an expert says.

And that's why since Sept. 11 it has become increasingly important that hotel security staff, which appears to be more visible than ever, show excellent customer service skills, said Dave Shephard, director of security at the Venetian megaresort on the Las Vegas Strip.

"(Security) is all about how you treat people," said Shephard, who spoke Thursday at the Global Gaming Expo in Las Vegas.

That's contrary to the beliefs that most of his students hold when they enroll in the criminal justice course Shephard teaches at the University of Nevada, Las Vegas.

He said most take the course because they want to learn how to arrest people and go on high speed pursuits.

"But security is about order and maintenance," Shephard said during a speech Thursday at the Global Gaming Expo in Las Vegas.

For example, he said Thursday the Venetian was expecting 30 movie stars, 215 media groups and VIP's, such as Gov. Kenny Guinn, for tours of the Guggenheim museum.

"Is our staff thinking about how many people are they going to arrest? No. It's about trying to get people from point A to point B," he said.

As guests are beginning to return to Las Vegas after being shaken by the terrorist attacks on the East Coast, customer service skills for the security staff are crucial, he said.

"Guests look at security as support and guidance," Shephard said, noting that his entire staff of 180 must be working together and attentive to the needs of the guests.

"A department is only as good as its weakest link. You want everybody hitting .300," he said, using a baseball term for top hitters.

As a security director, he said he spends most of his time assisting the ".100 hitters" improve their skills instead of firing them or demoralizing them so they will quit.

Shephard tries to strengthen their skills by looking for reasons why they are struggling, such as personal problems like alcoholism or family issues. If those symptoms exist, he looks for ways to combat those problems.

As a result, background checks are very important during the hiring procedure. One thing to look for is a gap in employment histories.

"Do you have a gap in employment because you were in a Nevada state prison? Why?" he said, describing a hypothetical scenario. "If it's for casino robbery, you probably don't want to hire them."

Also, each member on a security team needs to know what to do in any disaster.

"You should be able to walk up to any security person and say, 'If there is a bomb threat, what is your job? If there is a fire, what is your job?"' he said. "And he should be able to tell you."

Shephard tries to model his security department after those on a cruise ship.

"The best (security) department is a cruise boat," he said. "In a casino, you can kick people out...but on a cruise boat, you can't do that. Are you going to throw them in the ocean?"