Inside Asian Gaming

IAG JAN 2022年1月 亞博匯 80 COLUMNISTS operators across the globe, we have found that the reliance on assumed theoretical win rates weighs on operators’ performance. Volatility, assumed theoretical win rates and short-play all conceal a player’s true value. Bet tracking enables operators to properly ascribe value from day one. SETTING THE RIGHT RTP Steve Gallaway, from Global Market Advisors, a consultancy, famously advises clients that low hold strategies trump nearly everything else. While not universally true, Gallaway’s conclusion is correct. A low RTP is likely only beneficial when the patron is time constrained (think tour group segments in Macau) or when occupancy is high. SERVICE At the property we were involved with in Macau, we discovered that the strongest driver of hold percent was the customer net promoter score. Whileminimums/denommix and game-speed are all positively correlated with hold and key ingredients to optimization, the guest experience is the foundation of hold. Consider the following example: a patron visits a newly opened property and buys-in for her typical amount, she begins to play but is unable to get a drink, the casino isn’t fun and the dealer isn’t engaging; she leaves after a few hands. The same patron