Vol. 4, No. 9, September 2007
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Keeping it Fresh
Veteran dealer finds new things to learn in the grand old blackjack game
Michael Moreno thrives on advanced empathy.
The veteran Trump Marina dealer, twice an Employee of the Month winner, understands who, along with what, drives the business.
“You want to be nice to people who have gone through traffic, checking in, etc., just to play at your game,” Moreno says. “We have a lot of rules in the casino business. It’s better to find a nice way to say things, rather than hit someone over the head with them. You wouldn’t just tell someone not to smoke. You can say, ‘Sir, I’m sorry, but this is a non-smoking area.’ If someone wants a comp and you can’t give it to him, you say, ‘Sir, I apologize for the inconvenience, but at this time we are unable to give you a comp.’
“If you have to tell someone something they won’t like, it’s important to find a way to be not so harsh, not so ignorant. You never want to tell a player that he or she has to do something. Players don’t have to do anything, other than walk out of your building. You can never forget that they are your customers.”
Moreno has enjoyed the player-employee relationship on several fronts. The Glen Riddle, Pa., native discovered Atlantic City on gambling trips. After playing, he switched to the casino side as a Bally’s dealer in 1982. He came to the Marina in 1985, figuring to spend another three years, and has instead reached 22. Moreno advanced to dual-rate pit manager, a job which also entailed simulcasting and poker.
The casino recently let him switch back to dealing so he could spend more time with his young children. Moreno may eventually re-enter management.
From either perspective, Moreno has witnessed some intense developments. He once dealt to Leonard Tose, the former Eagles owner who became notorious for gambling losses. Moreno remembers other high-spirited action with lesser-known rich players.
“When you are in the middle of a jam-up game, you need the ability to remove yourself from the value of the money,” Moreno indicates. “The biggest hand I ever dealt involved a guy betting $7,000 and holding all seven blackjack spots. Then he would double down and split everything. Even in a routine game, he would have $49,000 out there at once.
“I turned over a five and got 21. There went his money. But as fast as it was over, he was ready to bet again. He did not even change expression. That’s a lot of money for most of us, but for him it was probably like $4.90 would be to you and me. The swings were so fast.
“In some blackjack games, you see somebody up $800,000 one minute and down $1.2 million the next. The swings are incredible. You have to remind yourself to keep it in perspective, that his bankroll can survive that.”
What kept the business fresh for him?
“People sometimes wonder how you can be dealing blackjack for years,” Moreno says. “Believe it or not, you do learn something new every day. You think you’ve seen all the action you can possibly take in, and then along comes a new twist on something.
“We have a little saying that before you go on the casino floor, look in the mirror and remind yourself that it’s showtime.” For this versatile, introspective veteran, the show has gone on for 25 years.
