In April, MGM rolled out the new “MGM Responsible Gaming Employee Care Program”, reaffirming its ongoing commitment to promoting the healthy and orderly development of the gaming industry and upholding its corporate social responsibility.
As part of the program, MGM has partnered with the Macao Gaming Industry Employees Home to co-host a themed training course titled “Supporting Individuals Affected by Gambling Issues.” This initiative aims to deepen team members’ understanding of responsible gaming through a series of targeted activities.
The training program was designed to strengthen the capabilities of frontline management and responsible gaming team in identifying and assisting individuals facing gambling-related challenges, while also enhancing their professional skills in both theory and practice.
Led by Pak Kin Pong, Director of the Integrated Services Center of Macao Gaming Industry Employees Home, the course focused on the behavioral traits and psychological states of individuals affected by gambling issues, as well as crisis management and referral techniques, which equipped participants with key methods to provide effective support. The course also incorporated highlights from the newly published Public Guide to Supporting Individuals Affected by Gambling Issues, emphasizing four core attitudes for building trust and offering appropriate assistance: “non-judgmental ears,” “empathetic eyes,” “patient mouth,” and “accepting heart”.
Michael Santos, Pit Manager of Table Games, shared that the course was both insightful and practical. It not only deepened their understanding of gambling disorder behaviors but also enhanced their sensitivity and response skills when interacting with guests. These improvements enable them to provide timely and effective support, showcasing the Company’s professionalism and humanistic care in the field of responsible gaming.
The “MGM Responsible Gaming Employee Care Program” also includes a variety of other activities such as roadshows, pop-up interactive games, online quiz games, advanced training & courses on gambling-related knowledge and more. MGM will continue to strengthen its team members’ knowledge and capabilities through innovative training and cross-sector collaboration, working hand-in-hand with the community to build a better Macau.
