Inside Asian Gaming

November 2012 | INSIDE ASIAN GAMING 43 Insights staff we have here is world-class. There’s definitely competition to get good staff amongst properties, but I don’t see an absence of talent. The challenge is more about the pace. We’re working in a very fast-paced and ever-changing environment. The challenge is the ability to respond really quickly to opportunities we see in the market. The expectation we place on ourselves to respond quickly to opportunities is very high. To me, that’s more about making sure we focus on the right things and have the right skills and resources to meet the demands of an ever-changing and increasingly competitive market. How do you train your staff so they deliver service “from the heart?” Ms Kendall : Obviously, there’s extensive training. But I think it also comes from Francis’ vision. He doesn’t just talk about “World Class, Asian Heart”, he demonstrates it everyday in many ways. It’s something that is part of the senior executive team and deeply embedded in the culture of the organization. When I first joined Galaxy Macau it really stuck me how people treat each other back-of- house is very much the same as the front- of-house customer experience – it truly is World class, with an Asian heart. I believe that if you’ve got that coming right from the top, and it’s demonstrated every day in how we work together and how we service customers, then you have this very powerful culture that is a strong differentiator to the brand. In this sense, “World Class, Asian Heart” is very tangible and gives the brand its uniqueness. Our staff are obviously trained – but more importantly, they believe in it. We are all committed to making sure all our customers are truly treated like royalty. Chic retreat—China Rouge The interactiveWishing Crystals at Galaxy Macau’s shuttle bus lobby “World Class, Asian Heart” The Fortune Diamond at Galaxy Macau’s main lobby