Researchers suggest “sensitivity training” for casino workers
A recently published research study from Macau’s hospitality industry says the gambling habits of players in the city are wildly divergent.
A new study released by the School of Hotel and Tourism Management at Hong Kong Polytechnic University indicates that there are big differences among Macau gamblers from different regions.
According to 4hoteliers.com, the research article was published by Dr. Samuel Seongseop Kim and his team to help casino staff better understand the differences among customers, and “improve the quality of service offered to these guests.”
The researchers say more than 50 percent of gamblers who visit the city are from Mainland China, a little more than 25 percent come from Hong Kong, and around 4 per cent are from Taiwan. They interviewed senior casino staff, industry experts, and more than 300 dealers and pit managers or supervisors from all 33 of Macau’s casinos, the website reported.
The staff members said Mainland Chinese are the most disruptive of the three groups; Hong Kong gamblers are more likely to complain and ask for favors or comps; and Taiwanese customers are slightly better tippers.
In addition, they said, Hong Kong gamblers like the challenge of new games, while Mainland Chinese enjoy what is tried-and-true. Taiwanese customers were viewed as the most passive and most likely to play alone. Mainland Chinese were described as more sociable who like to smoke, while Taiwanese are more “game-focused.”
The researchers recommended “cultural sensitivity training” that can help employees understand the cultural differences among the three groups and serve them according to their needs.
