Inside Asian Gaming

INSIDE ASIAN GAMING MAY 2018 44 “I’ve often said that casino gambling is only controversial in the places that don’t have casinos.” – Jan Jones Blackhurst training on how to interact with customers whose gambling may be causing us concern, or when approached with evidence that gambling may be causing harm. At least one Responsible Gaming Ambassador is on the floor at all times, across all our facilities, to fulfill this important duty. We also provide specialized training based on functional areas; for example, employees in the credit department and casino cage have important duties to make sure transactions don’t violate any of our exclusion or restriction programs and we provide additional RG training to these employees. BB: How do you keep employees engaged beyond their initial training? JJB: In addition to requiring regular refresher training, we have Responsible Gaming Committees at each of our properties that make sure our programs are being effectively implemented and that regularly communicate our RG ethic to all of our employees. Employees want to know more about RG and want to play meaningful roles in encouraging it. Our RG Committees leverage and channel that enthusiasm in ways that keep RG fresh and top of mind. BB: What role does research and data play in modern RG programs and how should it be implemented? JJB: Caesars’ integrated approach to RG is built on clear objectives, measurable outcomes and scientific research and evidence. While Caesars is proud of its history in creating industry-leading RG initiatives, we’re committed to using the latest scientific research to continually improve and innovate our approach. We continuously review and evaluate our programs and initiatives to promote RG, both internally and externally. We also seek to continuously improve our knowledge about RG by regularly engaging in dialogue with researchers, scholars, treatment providers, recovering disordered gamblers and other informed stakeholders. Caesars knows that responsible gaming is crucial for a sustainable business and that is why we continually evaluate, invest in and innovate our approach. We believe these efforts help ensure that our RG programs are cutting-edge and provide maximally effective tools for our employees and customers to prevent and address gambling-related problems. BB: Speaking broadly, are existing responsible gaming programs working? JJB: There is no question that RG programs are important in attracting, engaging and retaining the best employees or that customers appreciate the options we make available to them to help them manage their gambling. The evidence is overwhelming that customers appreciate our concern for them as it relates to responsible gaming. Prevalence studies suggest that a constellation of effective RG services – services that include both the programs provided by operators as well as a suite of prevention, education and treatment services provided or funded by government – keep problem gambling levels low despite the introduction of new forms of gambling or new venues for gambling. Experience has shown that prevalence rates do not increase simply as a result of exposure to new gambling opportunities. In fact, when responsible gaming programs are implemented correctly – and coupled with a strong responsible gaming regulatory framework and public awareness campaigns – the introduction of regulated casinos can actually lead to a reduction in prevalence rates. This decline in prevalence seems to be driven by greater public awareness, expanded services for problem gamblers and the resources and institutionalized RG programs that accompany the introduction of casinos. BB: Looking specifically at Japan, it is well known that the primary obstacle facing the launch of an IR and casino industry in Japan is public concern over problem gambling. How should the industry as a whole go about addressing the Japanese public? JJB: Japan is fortunate in that there is now a solid foundation for us FEATURES There is a widespread fear in Japan that IRs would exacerbate problem gambling