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Casino staff below par

THE job performance of casino employees in Macau, as evaluated by casino visitors, was above mediocre but "below a satisfactory level," a report released yesterday by the Macau Association of Economic Sciences said.

Three attributes, namely smiling to customers, greeting guests, and being helpful, are below average, said the report, entitled "Macau Gaming Human Resources Issues and Solutions," which was based on surveys of casino customers and employees.

Macau has 31 casinos, and among the six government-issued gaming licenses, three are owned or co-owned by gaming operators from the United States.

Since table games will continue to assume the dominant role in Macau's casino business, which differentiates Macau from Las Vegas, Monte Carlo and other major casino jurisdictions in the world, quantity and quality of the human resources employed by the casinos are the two key factors determining customer loyalty and their desire to revisit, according to the report.

The study indicates that US-based casino firms have a clear advantage in terms of labor force quality, and the presence of US casino firms in Macau may pose a threat to the local casino firms.

However, their presence is an opportunity for local casinos to learn and improve, said Ricardo C. S. Siu, a co-author of the report and a professor at the University of Macau.


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