Inside Asian Gaming

IAG SEP 2020年9月 亞博匯 106 INDUSTRY PROFILE OG: What value does a corporate scent add to a large operation like an integrated resort? DS: The scent upon entering a building is key to your customer experience. It is a fact that of the five human senses, smell is the first one that triggers in the brain. So you can spend billions on a property, but if the customer walks in and it smells musty or smoky, their brain instantly associates the venue as being dirty or low class. Conversely, you can make an area that may not be so inviting seem much more pleasant with a nice, uplifting fragrance. Also, scent is easily stored and triggers memories in the human brain. If, for example, you have multiple properties and resorts that use your “signature” scent, the customer will immediately know where they are. This can help them feel more comfortable in their surrounds and stay longer. It can even be an added revenue stream. You would not believe how many hotel guests ask where they can purchase the lobby scent! One of our long-term clients in Taiwan has actually opened a shop in the lobby selling their fragrance in a take home format, purely based on the number of guests who wanted to purchase it on check-out after we implemented it in all public areas. OG: How has your perception of Macau changed over the years? DS: This question would be answered very differently if you asked Marisa. She misses being able to park the car in San Malo to go to the Post Office and the evening events at the Bela Vista on the hill. For me, I love seeing new and exciting changes literally every month – new venues, restaurants, public services. For me, Macau is going in the right direction and is an incredibly exciting place to live and be based.