Inside Asian Gaming

January 2016 inside asian gaming 13 outsourcing (BPO). Change is coming, whether we like it or not, and we must respond in a strategic and thoughtful manner. Let’s consider just some aspects of change in the Asian region. The RMB’s new reserve currency status together with the new Asian Infrastructure Investment Bank (AIIB) will forever change the landscape of Asian banking. Our approach to higher education is set to be transformed given the proliferation of international universities now entering the Asian region, such as the Harvard Center in Shanghai, the Singapore Stanford Partnership, the University of Chicago’s academic center in Hong Kong and the SMU-Yale program in Singapore. And right now we are living through once in a century changes in hard infrastructure such as the Three Gorges Dam, the Hong Kong-Zhuhai-Macau bridge, the expansion of China’s high- speed rail network and the program of numerous new and revitalized airports across mainland China. While these transformational changes bode very well for the region, where is this paradigm of generational change in Macau’s service culture and service delivery? This is the key to driving revenues north since the downturn of the last 18 months but so much work remains to be done. We need new initiatives of enhancing service culture and diversifying our economic base. Once Halo Service becomes endemic across Macau, we could leverage this culture in sectors away from hospitality and gaming. Areas worth considering may include deepening relationships with Macau’s visitors as well as our employees, globalizing Macau’s visitor base, building human capabilities and creating overseas kiosks and “welcome home” programs encouraging Macau citizens to return for reunions and homecomings. All of these initiatives would foster a Macau culture of inclusion and community. LEARNING LESSONS Recent closures of Atlantic City casinos servicing the US northeast have made the conversation even more sobering. It is obvious to all observers that business is booming in Asia. But a reality lesser- Cover Story “Imagine Macau transforming itself into a global epicenter for service industries. With the competitive advantage of a strong Halo Service culture, Macau could embark upon a twin-pronged approach combining the Halo Service concept with an authentic and strategic diversification strategy.” Dr To is a great believer in walking – he is pictured here in New York’s Central Park taking one of his many constitutional walks