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Sands China Ltd, the casino operator in Macau, has been able to train 42 staff through the Responsible Gaming Ambassador Advanced Training Programme, which is in its 11th Edition.
The training programme was carried out in late August, and it concentrated on the capability of the front-line staff to spot and handle any gambling-related concerns. As mentioned in a company statement, this training program is aimed at enhancing their understanding of the gambling disorder.
The training involved lectures, video clips based on scenarios, games, role-playing, and testing. All these exercises were meant to offer the participants real-life practice on gambling situations that could occur in the work environment.
The certificate upon completion of the programme is issued by the International Gaming Institute of the University of Nevada, Las Vegas, UNLV, of the United States.
Guidance From Industry Experts
This year’s programme also featured a training session conducted by Alan Feldman, the head of strategic initiatives for UNLV’s International Gaming Institute. He gave advice on identifying indicators of problem gambling and talking to those who might be facing gambling issues.
The training also featured Davis Fong Ka Chio, director of the Institute for the Study of Commercial Gaming at the University of Macau. He discussed the latest implementation of responsible gaming policies in Macau, as well as trends in the city’s gaming industry.
Counsellors senior to the Sheng Kung Hui Macau Social Services Coordination Office were also present at the seminar. These included a presentation on the various counselling services that could be availed, and also presented an intervention model with four steps that could be used in dealing with gambling cases.
This combination of presentations, discussion, and practical sessions is aimed at enhancing understanding of gambling disorder among the employees. It also gave participants tools that may help them respond appropriately when they identify potential concerns.
Responsible Gaming as a Company Focus
Wilfred Wong Ying Wai, executive vice chairman of Sands China, said responsible gaming is an important part of the company’s corporate social responsibility efforts. He also described it as a key foundation for the sustainable development of Macau’s integrated tourism and leisure industry.
Sands China stated that all of its more than 28,000 employees are required to undergo responsible gaming training when they join the company. The requirement applies across the operator’s workforce and forms part of its internal employee training process.
The advanced ambassador programme builds on this initial training. It gives selected staff more detailed guidance on recognizing signs of gambling disorder, communicating with affected individuals, and understanding available support channels.
By focusing on frontline employees, the programme is intended to strengthen awareness among staff members who may have direct contact with customers in the company’s properties.
Programme Trains More Than 1,000
The Responsible Gaming Ambassador Advanced Training Programme was founded in 2013. In the past few years, this programme has registered more than 1,000 participants.
The programme is revised annually to account for changes in the gaming industry and to help with the implementation of responsible gaming measures initiated by Macau’s Gaming Inspection and Coordination Bureau.
The 11th edition continues Sands China’s use of external academic and social-service expertise in its staff training. The participation of UNLV’s International Gaming Institute, the University of Macau, and the Sheng Kung Hui Macau Social Services Coordination Office provided employees with information from different areas of responsible gaming support.
Source: GGR Asia
