WYSR’s Table Games Training Series is a result of the company’s leadership identifying a gap in the market that their competitors had overlooked. Existing and prospective clients expressed a need for the platform. WYSR delivered big time.
Through carefully researched exploration of this critical position, WYSR created precision scenario-based learning that not only emphasizes game mastery, but also surveillance awareness and skillful communication to foster memorable guest experiences.
Desiree Vincent, vice president of product development, knows that customer service is essential to making the table games dealer position the very best it can be, observing “we have a growing library focused on guest service, table awareness, reading the room, and building trust with players”.
“Many guests feel anxious or uncertain when approaching a table, especially first-timers,” she continued. “That is why we teach how to create a welcoming environment, how to offer guidance and support to newer players, and communication skills that go beyond the rules of the game.”
Knowing that supervisors and dealers are not merely facilitating play, Vincent is an advocate of creating an experience to encourage the dealers to feel confident reading their tables, addressing concerns, and connecting with guests in a way that builds customer loyalty.
“Additionally, WYSR has enhanced its real-time communication feature, making it easier than ever for supervisors and managers to share messages, updates, and announcements with their teams,” Vincent added. “It is a powerful way to keep everyone informed and connected to what is happening across the property.”
WYSR’s Table Games Training Series promotes instant and effective communication, according to Vincent, whether it is daily, weekly, or monthly promotions, special events, or the launch of a new table game.
WYSR’s systems are state-of-the-art, ensuring both compliance and customer trust are upheld. The company offers 24/7 support to ensure any technical issues are resolved swiftly to guarantee no interruption in operations. Additionally, the systems are designed to alleviate the burden of regulatory and legal compliance.
The marketing, training, and surveillance components are enabled to communicate instantly and effectively to the extent that managers can even use the feature to promote upcoming training sessions, share guest service standards, and reinforce the casino’s core values.
“It is not just about sharing information,” Vincent emphasized. “It is about boosting engagement, strengthening culture, and ensuring every team member, from front line to leadership, is aligned and in the know.”
An emphasis on encouraging excellence, or “lifting people up” as Vincent explained, acknowledges that “not every dealer starts with perfect mechanics, and not every skilled communicator starts with casino experience.
“Our training bridges those gaps by teaching core communication and service basics, reinforcing mechanical skills and game knowledge, and building confidence in posture, professionalism, and presence,” she said.
“It is about creating consistency across the team, supporting new team members, improving experienced ones, and giving leadership the tools to develop a strong, guest-focused table games department and casino management. It is a win for the property, the team members, and the guests.”
The team is enthusiastic about working with the renowned casino expert, Bill Zender, who will partner with WYSR’s in-house subject matter expert, Matt Mellor, Director of Casino Ops, along with a team of experienced casino professionals from the Las Vegas valley.
“Adding Bill Zender to our curriculum is an exciting milestone,” Vincent said. “His deep industry knowledge and analytical approach bring unmatched value to our training. Bill’s expertise highlights, through hard data, how vital training is, not only for dealers and surveillance, but for every team member from the front line to executive leadership.
“He demonstrates how factors such as hands per hour, guest engagement, and player behavior directly impact revenue. Whether it is understanding how long a player stays at a game or the subtle ways guest service can impact loyalty and profitability, this collaboration enables us to delve deeper into the intricacies that drive the success of table games.
“As we continue to build out the series, we are focused on delivering training that is not just educational, but transformative for casino teams at every level and every department.”
The series is precision based. Vincent emphasized that it places a priority on approachability, communication, and non-verbal cues.
“As the demographic of tables games players continues to shift, with younger and less experienced guests showing more interest, our focus is on removing intimidation and creating welcoming experiences,” she explained.
“We are not trying to pull slot players over to table games,” she observed. “Instead, we are empowering team members to enhance the guest experience for anyone who chooses to sit down, whether it is their first time or their one hundredth time.”
Aware of the fact that high turnover is a challenge in the tables games sector, Vincent believes that it does not have to be the norm.
She said that WYSR Table Games Training is designed to support retention by giving dealers, supervisors, surveillance, and managers the tools they need to succeed from day one.
“When team members feel confident and prepared, they are more likely to stay,” Vincent maintains. “We accomplish this through reducing friction in the day-to-day experience, such as malfunctioning shufflers, intimidating guest interactions, or confusing mechanics which can lead to frustration and burnout.”
Vincent knows that reinforcing guest experience is a key component of the team member’s success, noting that when efficiency and engagement are enhanced, so do toke rates, player satisfaction, and overall revenue.
“Our platform facilitates the movement of team members across departments or into higher positions, thereby promoting career development within the organization,” she stated. “Delivering training through video allows properties to offer consistent instruction across shifts without disrupting schedules. This flexibility minimizes missed shifts and scheduling conflicts.”
WYSR’s exclusive platform also supports better game protection and mechanics, according to Vincent, which in turn reduces mistakes and improves guest trust.
“Ultimately, training is not just about technical skill,” she said. “It is a retention strategy. When you create a better experience for your dealers and team members, they are more invested, and the guest experience improves.”
