MACAU BUSINESS “
Do you want to make some recommendations to the gambling industry with regard to the work area? PW – Quality products and service delivery are the keys for casinos and Integrated Resorts to win in the competitive casino marketplace. Quality service delivery relies upon workers’ performances and only happy employees can create happy guests. Management needs to understand how casino workers perceive their jobs and work environment is very crucial; apart from pay. As job satisfaction level will directly affect
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casino workers’ loyalty, organisational commitment, quality of services delivered and turnover; having a thorough understanding of the perceptions of casino workers on their job and work conditions is a prerequisite for any casinos which desires to win in the competitive casino marketplace. Casino operators should review their management styles and polices to examine if they have treated their workers well in terms of not just offering decent pay but if desirable work environment and conditions are given. Issues such as job recognition, reward,
fairness of treatment, internal communication, supervisors’ management styles, respectfulness to the lower level of workers who are often the
The labour shortage issue seems a puzzle that may not easily be totally resolved in the next few years
sandwiches between customers and management, work schedule; emotion and stress level (some dealers express in my research that what makes them happy in a day is that the senior management recognises their face, say “Hi” and call their names and chat with them about daily matters instead of casino floor matters), work-life balance, organisational culture and the availability of gender policy … should be investigated and dealt with. Lastly, casino operators should not be too
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biased in listening to their customer’s concerns and complaints and easily rush to
judgment and punishment of their workers. RS – Given the contextual settings in Macau, the labour shortage issue seems a puzzle that may not easily be totally resolved in the next few years. Be proactive; I may see that providing continuous support to employees in both the operational and non-operational levels through effective measures (e.g.) various forms of employee retention programmes, could be an effective strategy to retain good working loyalty, and hence competitiveness. Throughout this process, effective communication channels are also important to avoid unnecessary conflicts between employees and management teams.
working environment is another important factor in which the casino industry may ‘compete away’ many non-dealer workers from other service sectors
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PROF. RICARDO CHI SEN SIU, ASSOCIATE PROF E S SOR IN BUSINESS ECONOMICS,
FACU LT Y OF BUSINESS ADMINISTRATION, UNIVERSIT Y OF MACAU
” On top of wages,
In order to resolve the problems of acute shortage of casino
workers casino operators have to do their part first. They need to create a more desirable working environment for their workers
PENNY YIM KING WAN, ASSIS TANT
PROF E S SOR, INSTITUTE FOR TOURISM STUDIES
”
24 AUGUST 2019
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