Annual Gaming Services Index<\/a>. While the overall average score remains stable from 2020, casino staff’s “smiling” and “tolerance” ratings were down from the previous year.<\/p>\n\n\n\nThe Gaming Service Index has been carried out since 2013. Mystery Shoppers surveyed 12 representative casinos at City of Dreams, Galaxy, Grand Lisboa, Grand Lisboa, Grand Lisboa, MGM Cotai, MGM Macau, Sands, World of Stars, Studio City, The Venetian, Wynn and Wynn Palace.<\/p>\n\n\n\n
The 2021 sample size was down by a third from 2020, covering 864 casino workers, including security guards, dealers, cashiers and more. Due to the Covid-19 pandemic,\u00a0visits were conducted in the last quarter only <\/strong>in two rounds. The average score in both rounds was 130 points, the same as in 2020.<\/p>\n\n\n\nThe score for each worker is defined by average smile, initiative, and tolerance, but the current mask mandate due to the pandemic meant that researchers had to evaluate other facial cues. “Proactiveness” levels hit an all-time high this year at 163<\/strong>, while tolerance performance declined. <\/p>\n\n\n\nThe report noted a significant drop in “tolerance” performance in tables games to 96. Among all employee groups, table game dealers had the lowest score.<\/p>\n","protected":false},"excerpt":{"rendered":"
Of all staff groups, table game dealers scored lowest on lowest gaming service index in the study.<\/p>\n","protected":false},"author":176,"featured_media":26597,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"is_press_release":false,"is_interview":false,"is_opinion":false,"focusai_summary":"The Macau Gaming Research Association's 2021 Annual Gaming Services Index indicates overall service stability but a notable decline in casino staff's 'tolerance' and 'smiling' ratings, particularly among table game dealers. Despite a rise in 'proactiveness,' the mask mandate impacted evaluation methodologies, highlighting operational challenges in customer-facing roles within the gaming vertical.","focusai_entities":"Macau Gaming Research Association, City of Dreams, Galaxy, Grand Lisboa, MGM Cotai, MGM Macau, Sands, World of Stars, Studio City, The Venetian, Wynn, Wynn Palace","focusai_location":"Macau","focusai_target_profile":"ceo_executive (0.85), operator_casino (0.95), marketing_crm (0.75), investor_analyst (0.7), journalist_researcher (0.9)","focusai_suggestions":[{"label":"Operational Impact Analysis","query":"What specific operational adjustments or training initiatives are Macau casino operators implementing to address the decline in staff 'tolerance' and 'smiling' scores, particularly among table game dealers, and how might these impact customer retention and GGR?"},{"label":"Post-Pandemic Service Trends","query":"How do the 2021 Gaming Services Index findings, particularly the rise in 'proactiveness' amidst declining 'tolerance,' reflect broader post-pandemic shifts in customer service expectations and staff engagement within the Macau gaming vertical?"}],"footnotes":""},"categories":[157,16338],"tags":[23906],"class_list":["post-26560","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-news","category-east-asia-news","tag-macau-casinos"],"_links":{"self":[{"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/posts\/26560","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/users\/176"}],"replies":[{"embeddable":true,"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/comments?post=26560"}],"version-history":[{"count":3,"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/posts\/26560\/revisions"}],"predecessor-version":[{"id":26573,"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/posts\/26560\/revisions\/26573"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/media\/26597"}],"wp:attachment":[{"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/media?parent=26560"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/categories?post=26560"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/focusgn.com\/asia-pacific\/wp-json\/wp\/v2\/tags?post=26560"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}