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Personal Care and Service Workers, All Other

SOC 39-9099.00Job Zone —v.26.05

Context coveredThis framework covers personal care and service workers in gaming, hospitality, and related service environments who monitor operations, handle patron interactions, manage documentation, and ensure regulatory compliance across facility floors.

Sources:O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.SkillsCrosswalkSkillsCrosswalk — O*NET enrichment + adjacency index. Opens in new tab.
Emerging
Entry / Apprentice
  1. House rules and posted regulations — review and recite under direct supervisor guidance during orientation on a gaming or service floor.
  2. Patron behavior and game activity — observe and report basic irregularities to a senior staff member in a supervised casino or gaming environment.
  3. Monetary transaction paperwork — complete standard forms accurately under close supervision at a service or gaming counter.
  4. Patron complaints — listen attentively and escalate unresolved issues to a supervisor in a customer-facing service setting.
  5. Active listening skills — apply during routine patron interactions to confirm understanding of requests in a personal care or service environment.
  6. Customer service protocols — follow established scripts and procedures when greeting and assisting patrons on a shift.
  7. Electronic mail software — compose and send routine internal communications under supervisor review in an office-supported service workplace.
  8. Database entry tasks — input basic patron or transaction records into provided templates with guidance from a trainer.
  9. Social perceptiveness — recognize obvious changes in patron mood or behavior and flag concerns to a team lead during supervised floor time.
  10. Personal and public safety guidelines — identify and adhere to posted safety and security rules during daily duties on a service floor.
Developing
Mid-level / Established
  1. Game operations monitoring — apply tribal, state, and federal regulatory requirements consistently during independently managed floor shifts.
  2. Cheating indicators such as card marking or switching — detect and document with reduced supervisor oversight in a live gaming environment.
  3. Monetary transaction records — prepare, review, and reconcile paperwork for multiple transaction types at the end of each service shift.
  4. Patron complaints and service disputes — investigate, negotiate resolution, and follow up without routine escalation in a mid-volume service setting.
  5. Spreadsheet software — compile and organize transaction or attendance data into structured reports for supervisor review.
  6. Speaking and oral communication — deliver clear, professional explanations of policies and procedures to patrons during routine service interactions.
  7. Office suite software — draft operational logs, correspondence, and shift summaries with minimal formatting guidance.
  8. Critical thinking — evaluate ambiguous patron situations and apply established policy to reach consistent, defensible decisions on the floor.
  9. Coordination with colleagues — align task handoffs and coverage schedules during busy service periods to maintain uninterrupted patron support.
  10. Patron behavior patterns — track and record recurring behavioral trends across shifts using workplace monitoring logs and observation notes.
Proficient
Senior / Expert IC
  1. Regulatory compliance across tribal, state, and federal frameworks — enforce and interpret rules autonomously during complex or contested game situations.
  2. Cheating and misconduct investigations — conduct thorough behavioral assessments, document findings, and brief security leadership in a gaming or service operation.
  3. Full-cycle monetary transaction documentation — manage, audit, and correct discrepancies across shift records without supervisor intervention.
  4. Escalated patron grievances — apply advanced conflict-resolution techniques to restore satisfaction and uphold service standards in high-pressure situations.
  5. Database query software — extract, filter, and analyze patron and transaction data to identify operational trends and anomalies.
  6. Presentation software — build and deliver shift-performance or compliance briefings to management teams in scheduled review meetings.
  7. Psychology and social perceptiveness knowledge — apply behavioral cues to proactively de-escalate at-risk patron situations before incidents occur.
  8. Cross-functional coordination — liaise between floor staff, security, and administration to resolve multi-party service or compliance issues.
  9. Reading comprehension — interpret updated regulatory bulletins and translate requirements into actionable procedure adjustments for the team.
  10. Service quality standards — evaluate end-to-end patron experience against organizational benchmarks and recommend process improvements.
Advanced
Lead / Principal / Executive
  1. Organizational compliance strategy — design and implement policies aligning game operations with evolving tribal, state, and federal regulations across multiple service areas.
  2. Security and anti-cheating programs — lead development of surveillance protocols and staff training curricula to proactively reduce misconduct risk enterprise-wide.
  3. Financial transaction governance — establish audit frameworks and accountability standards for monetary documentation across all shifts and departments.
  4. Patron relations and escalation systems — architect complaint-resolution workflows and service-recovery programs that measurably improve satisfaction scores.
  5. Data management infrastructure — oversee selection and configuration of database and spreadsheet platforms to support operational reporting at the organizational level.
  6. Staff development and mentorship — design and deliver competency-based training programs that build service, compliance, and behavioral-observation skills across the workforce.
  7. Strategic coordination with regulatory bodies — represent the organization in external audits, inspections, and stakeholder meetings with tribal councils or state agencies.
  8. Project management software — direct multi-department service improvement initiatives from planning through evaluation using enterprise project tracking tools.
  9. Organizational culture of integrity — model and institutionalize dependability, self-control, and ethical conduct standards through policy, recognition, and accountability systems.
  10. Executive reporting and presentation — synthesize floor-level performance, compliance, and patron-service data into strategic recommendations presented to senior leadership and board stakeholders.

AI-at-Work Competency Framework

Sources:Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab.Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab.WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab.

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Pathsmith™ Durable Skills Framework

Sources:Pathsmith™ Durable SkillsPathsmith™ Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
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Show O*NET source anchors38 anchors · skillscrosswalk.com

O*NET enrichment · skillscrosswalk.com

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Source anchors that ground each statement

Related titles
Airline Lounge Receptionist · Body Piercer · Bootblack · Brush Worker · Butler · Chaperon · Chaperone · Closet Organizer · Costumer Assistant · Cremator · Crematory Attendant · Dance Hall Host/Hostess
RAPIDS apprenticeships
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O*NET skills
SpeakingActive ListeningService OrientationSocial PerceptivenessCoordinationMonitoringCritical ThinkingReading Comprehension
Knowledge domains
Customer and Personal ServiceEnglish LanguageAdministration and ManagementEducation and TrainingPublic Safety and SecurityPsychologyAdministrativeSales and Marketing
Abilities
Oral ComprehensionOral ExpressionSpeech ClaritySpeech RecognitionNear VisionProblem Sensitivity
Work styles
DependabilityCooperationAttention to DetailSocial OrientationSelf-ControlIntegrity
Technology
Data base user interface and query softwareSpreadsheet softwareOffice suite softwareElectronic mail softwarePresentation softwareProject management software
Tasks · seed anchors for statements
  1. Monitor game operations to ensure that house rules are followed, that tribal, state, and federal regulations a
  2. Observe gamblers' behavior for signs of cheating, such as marking, switching, or counting cards, and notify se
  3. Perform paperwork required for monetary transactions.
  4. Respond to and resolve patrons' complaints.
CIP education codes
12.060112.060252.090831.060112.041201.0505

Sources: O*NET v30.2 (CC BY 4.0), SkillsCrosswalk.com, LER.me®, Anthropic Economic Index, SAFI (Jadhav & Danve, 2026), WEF Skills Taxonomy 2021, Pathsmith™ Durable Skills Framework. © 2026 EBSCOed.