Macau casino operator Sands China has continued its responsible gaming training course in Macau, educating its team members on how to create a positive environment at all its properties.
Launched in 2013, the training programme is the first of its kind, and is the only one in Macao done in coordination with the University of Nevada, Las Vegas (UNLV).
“Each year, we bring out several experts to work alongside Macao-based experts to produce Sands China’s Responsible Gaming Ambassador programme,” said Professor Bo J. Bernhard, executive director of the UNLV International Gaming Institute. “This is a ‘best-in-class’ programme globally. Unlike many programmes that simply use online or trainer-based programmes, we bring in the leading experts from around the world to have an honest, scientific conversation about gambling problems — and how to identify patterns that might indicate a customer has a problem. What is most rewarding to me each year is hearing the stories of past graduates, who now have experiences that they wish to share about helping a customer in the manner they were trained to do.”
The elite training programme utilises both international and local knowledge, with Bernhard sharing his academic insights and experience from the United States with team members in Macao. And senior counsellors from the Sheng Kung Hui Gambling Counseling and Family Wellness Centre enhance team members’ practical responsible gaming knowledge and skills in areas such as crisis management and intervention.
The company currently has nearly 530 Responsible Gaming Ambassadors, with their training collectively comprising over 3,200 hours of instruction. The next round of training is scheduled for September 24-25.
“Sands China Ltd. takes responsible gaming education very seriously,” said Winnie Wong, chief responsible gaming officer and vice president of special gaming projects. “With this advanced Responsible Gaming Ambassador training, our team members can play a vital role in helping spot the signs of problem gambling. Through the programme’s practical approach, team members learn how to best utilise the knowledge and skills gained to help minimise the social impact of problem gambling and reach out to those who might need assistance.”