Inside Asian Gaming

IAG MAY 2022年5月 亞博匯 66 COLUMNISTS S hopping, particularly within the retail malls located in Macau's integrated resorts, is a popular activity for mainland Chinese when visiting the SAR. Retail is an important part of a casino development, so it might seem paradoxical to discover the volume of retail hospitality staff currently considering quitting their jobs due to employment cost- cutting measures across the hospitality industry via various employment reduction schemes and incentives. It could be argued that it is during the upcoming recovery phase for the casino and hospitality industry that there will be a greater need than ever to retain and recruit qualified staff to deliver high levels of customer service. It is only such quality service that will help vendors, many of which are luxury brands, achieve their sales and revenue goals in the coming years. Given the losses suffered by Macau’s gaming industry, there is an urgency to recoup revenues and to recreate sales growth, and with diversification, to create greater revenue growth in non-gaming sectors such as retail. Staff turnover is disruptive, causing financial and operational challenges. In a recent study by myself, Charlene Lai and José Pinto