Employee Training Program Implemented at The Bicycle Casino

During a recent visit to California, I ran into Todd Bleak, a longtime friend of mine. During our conversation, I learned that he has been working for The Bicycle Casino in Bell Gardens, California, as a dealer trainer. I have been an employee-training advocate for a long while, so I was eager to hear more about what the dealer-training program involved. Following are the answers to questions addressed to Todd and his supervisor, Director of Poker Operations Rick Cloward.

Linda Johnson: What made you decide to institute a dealer-training program at The Bicycle Casino?

Rick Cloward: There were three main reasons behind our decision to hire a full-time dealer trainer: (1) the tremendous increase in business over the last six months; (2) our decision to bring high-limit poker, hosted by Yosh Nakano, back to The Bicycle Casino; and (3) the introduction of shuffling machines. With all of this going on, I felt the need to refresh and/or train our dealing staff.

LJ: Why did you hire Todd Bleak to head this program?

RC: When we put the word out that we were looking for someone to train our dealing staff, a group of players, spearheaded by Robert Turner, recommended Todd. Todd's in-depth technical knowledge and vast playing experience is a rare combination that is helping us to take the skill level of our dealers to the next level.

LJ: How is the program structured?

Todd Bleak: There were 96 top-section dealers in the first wave. Each class is designed to have nine dealers in it, and they are required to attend six different two-hour training classes. This group finished in December. We are now proceeding with the rest of the dealing staff.

LJ: How have your customers responded to the dealer training?

RC: We have received numerous compliments. This encourages us to continue to polish the entire dealing staff. I think the saying "you can't teach an old dog new tricks" is being totally dispelled. Todd's perspective as a player has contributed greatly to meeting the needs of our customers.

LJ: How have the dealers reacted to the program?

TB: The dealers have been very accepting of the program. They accept the changes I have asked them to make and are working hard to perfect various techniques.

LJ: Much has been written and said about abuse in cardrooms. I notice that your casino has signs up stating that abuse will not be tolerated. This must help with employee morale.

RC:Abuse. No one has been able to totally stop it, but we have learned how to deal with it much better with the implementation of our zero-tolerance policy. I would like to thank Eveliene Dullaart and Kelly O'Hara for spearheading our zero-tolerance program.

LJ: I am very happy to see that dealer training is a priority at The Bicycle Casino. Dealing is not an easy job, and there is a great deal to learn about proper dealing procedures.

TB: Yes, Linda, when you and I first started playing, there was mostly just seven-card stud and hold'em games in Las Vegas, and draw poker in California. Today, there are more than a dozen different games that we spread on a daily basis, plus tournaments. All of this requires training to do it right. In targeting a specific procedure, Rick and I sit down and either revise or create the needed training program. Then, I, along with our excellent staff, help our dealers perfect the procedure.

LJ: What results have you seen from the program?

TB: We started this program a little over two months ago. I am happy to report that the confidence of our dealers and their abilities are rising on a daily basis. I look forward to where we will be six months from now. We fully intend to create a new standard for the poker industry.

LJ: What are your ultimate goals for the training program?

RC: Our goals for training are never-ending. Posted in the training room is Todd's mission statement, which I think says it all: Make The Bicycle Casino poker dealers the best-trained and most professional dealing crew on this planet.

LJ: Congratulations on establishing this program. It certainly will enhance your work force's performance and make playing conditions better for your customers.

Now, let's play poker!

Editor's note: Linda is available for poker seminars or to host special poker events. You can contact her through her website at www.cardplayercruises.com.