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training principles and addresses best practice initiatives identified by researchers and academics. Team members are trained to identify observable signs that a patron may exhibit if they are having difficulties with gambling and then respond to that behaviour and refer patrons to government funded support services.


For selected team members working on the casino floor – and these could include roles that range from pit manager, food and beverage service staff, a security officer or even a cage cashier, an in-depth Responsible Gambling Ambassador programme is in place. Tese staff working on the floor have already been trained to provide excellent customer service, and across all Sands properties, we see responsible gambling as an extension of good customer service. Equipping our ambassadors with additional skills to respond to displays of patron behaviour in a respectful and non-judgmental way is another layer of special training for our team members. Tis is important for us because research has shown that it is important to have staff respond to a person displaying behaviour of problem gambling in a timely manner.


Ultimately, our ambassadors are not counsellors or psychologists and they are not in the position to diagnose or identify any form of psychological disorders. What they are doing is simply offering an additional service - motivating a patron to seek help from government funded support networks when the situation calls for it, and helping to maintain a positive environment for all guests.


Currently, over 500 responsible gambling ambassadors have been trained at Marina Bay Sands. Ambassadors are rostered and available 24/7, every


day to offer assistance. Tey also have on-hand, collaterals created by Marina Bay Sands that includes referral details to government funded support services, as well as information on self-exclusion, pre-commitment and visit limits.


Tese collaterals are located around the property, at entry points as well as rest rooms. Supporting these collateral is a responsible gambling business card that patrons can take away. It contains all the relevant contact details for government funded support services and a direct contact for the responsible gambling team here at Marina Bay Sands.


A RESPONSIBLE BUSINESS IS GOOD BUSINESS Ultimately, the cornerstone of a Responsible


Gambling Programme lies in the strong commitment and investment in cultivating a culture of care. At all Sands properties, team members know they belong to a family that positively impacts the environment and community in which our properties operate in. Tis is what drives the success of the business. Beyond regulatory compliance and obligations, understanding the sentiment and localising a proven Responsible Gambling Programme for the market is paramount. Te business will continue to enhance and grow the Responsible Gambling initiatives, ensuring market and industry relevance.


Marina Bay Sands has had a long running commitment to Responsible Gambling and will continue to review programmes and research to ensure we continue to set benchmarks for the industry. Responsible Gambling is a collaborative approach by industry, government and the individual and we will continue to liaise with all sectors to ensure positive outcomes for all stakeholders.


Ultimately, our ambassadors are not counsellors or


psychologists and they are not in the position to


diagnose or identify any form of psychological disorders. What they are


doing is simply offering an additional service -


motivating a patron to seek help from government funded support networks when the situation calls for


it, and helping to maintain a positive environment for all guests.


IAGA


The International Association of Gaming Advisors (IAGA) will hold its 37th annual International Gaming Summit May 14 - 16 at the Four Seasons Macao in Macau, China.


NEWSWIRE / INTERACTIVE /MARKET DATA P87


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