Macau Dealers Training2003 to Introduction of Macau Tourism & Casino Career Centre

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Gervais Porter
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1 Title: Macau Dealer Training ( ) Author: Functional Head of Casino Management Training Gaming Teaching & Research Centre Macau Polytechnic Institute Macau Abstract: The liberation of gaming licenses has brought massive changes to Macau since The number of gaming tables jumped from 344 in 2002 to 5,485 In 2012 and this has created huge demands for dealers. The Macau Government wanted to play an active role in the training of dealers, rather than leaving it to the market. The Macau government established the Macau Tourism and Casino career Centre in 2003 jointly managed by the Macau Polytechnic Institute and Institute for Tourism Studies. After some structural changes, the Centre started to train dealers for the booming gambling industry. In 2009 Centre, under the management of Macau Polytechnic Institute, was renamed "Gaming Teaching and Research Centre". In the past ten years, many different courses were offered to the local residents according to the Industry demand. Through this presentation, the author wanted to share his experience in and view of training dealers in Macau in the past ten years. The author wanted to point out some of the differences in dealer training used in different jurisdictions including the States and Australia. The author also wanted to show how such models have been merged to form Macau's own model of dealer training. Finally, the author wanted to share his view on the future demand of dealers in Macau.. Brief Bibliography: With over 23 years of casino working experiences and 10 years in dealer training, Peter is undoubtedly one of the foremost casino gaming industry practitioners in Macau. In 2003, he joined Macau Tourism & Casino Career Centre (MTCCC) and was qualified as a dealer trainer by Atlantic Cape Community College, New Jersey. Now he is focusing in organizing courses related to Casino Management and training for dealers, supervisors and pitbosses. He wrote table games textbooks and articles in the past ten years. He is now preparing the skill Test of dealers' licensing for Macau Government. 1

Macau Dealers Training2003 to 2013 Introduction of Macau Tourism & Casino Career Centre The foundation of Macao gaming education learning was inadequate in the past due to the monopoly of Macao

2 Macau Dealers Training2003 to 2013 Introduction of Macau Tourism & Casino Career Centre The foundation of Macao gaming education learning was inadequate in the past due to the monopoly of Macao gambling industry Mr. Stanley Ho. Well-organized training Centers were needed after 3 gaming licenses were released in According to the «Despacho do Chefe do Executive No.207/2003», Macao Tourism and casino Career Centre (hereinafter referred to as NCCC) was established in May, It is directly supervised by the Secretary for Social Affairs and Culture, Government of the Macao Special Administrative Region (MSAR) of the People's Republic of China. CCC was managed jointly by Macao Polytechnic Institute (MPI) and Institute for Tourism Studies (IFn. The mission of CCC was to support the government of the Macau Special Administration Region in processing the social and economic development strategies- taking the tourism and gaming industry as the leading sector and the service industry as the mainstay of the economy so as to sustain a coordinated development of all the other Industries in Macao. At that time, CCC had two campuses: one was for dealers training and the other campus was for Tourism & MICE Training. CCC provided high-quality tailored training courses for those who wished to seek employment in the tourism and gaming industry in particular and the workforce of Macao in general. Their professional instructors have lots of experiences in Macau Gaming Industry. Besides their experiences in gaming industry, they were trained before CCC established. They learnt from Atlantic Cape Community College, Atlantic City, New Jersey. They had to learn "how to train the trainers, adult learning theory; learning strategy and customers' services in gaming. The Centre wanted to make sure these instructors can strengthen the professional status of local casino staff and improve the quality of the local workforce. As their teaching was collaborated with the training school in USA, Atlantic Cape Community College, New Jersey, it would minimize the challenge of the course contents by foreign investors. We anticipate the problematic gambling is a big issue for dealers and 15 out of 18 trainers at the Centre are qualified AGC counselors now and have added elements of Prevention of Problem Gambling in their training courses since

3 In 2003 another training Centre was also established by Macau Workers' Unions called Macao Gaming Industry Laborers Association (MGILA). They train new dealers in local ways as their trainers mostly are retired dealers. In order to meet the demand of new dealers at that time, their graduates have been employed by new casinos during that time. Gaming Tables In Macau ::J j u =j 3~ ~ ~ ~ ~ 2~ r ~ ~ 1~0 i :;J I ~ ~ year J 20C).t 200s a , 2012 tables m e sea ~ <U7s.,, "no m 5302 S48S Peter Tcheons 3

After Sands Macau opened in 2004, many new casinos were in business one by one during the period of 2005 to 2012.

4 After Sands Macau opened in 2004, many new casinos were in business one by one during the period of 2005 to : Sands Macao, the first American-run casino in Macau, opened 2004: Galaxy Waldo, Galaxy's first casino, opened 2005: SJM awarded sub-concession to a joint venture between MGM Mirage (currently MGM Resorts) and Pansy Ho, MGM Grand Paradise USD100 Millions 2006: Wynn awarded sub-concession to Melco PBL (currently Melco Crown) usogoo millions 2006: Melco Crown opened Mocha slot lounges 2006: Grand Waldo (Galaxy Entertainment) opened in Cotai US$419million to Galaxy Grp 2006: Wynn Macau opened 2007: Crown Casino (now Casino Altira) opened 2007: MGM Grand Macau opened 2007: Grand lisboa casino opened (SJM) 2007: Venetian Macao (las Vegas Sands) opened in August 28, with 3,000 rooms 2009: City of Dreams (Melco Crown) opened 2009: l'arc opened 2010: Encore Macau (Wynn Resorts) opened 2011: Galaxy Macau opened in May : Sands Cotai opened Macau experienced an important shift in economy and policy towards its leading sector, casino gaming. The Central Government of China and Macau Government saw gaming as a way to boost revenue, and hence promote diversification. Many people were employed in casinos, clubs, pubs, restaurants, hotels as results of the operation of gaming. That is why Singapore, Taiwan, Vietnam, Philippine, Vladivostok, Hainan Sanya wanted to open new casinos for business in recent years. 4

In 2004 the first casino Sands Macau, run by foreign investors, was in operation. Dealers were poached and new era of training began. In 2005, the unemployment rate was 4.2% (Participation rate 62.

5 In 2004 the first casino Sands Macau, run by foreign investors, was in operation. Dealers were poached and new era of training began. In 2005, the unemployment rate was 4.2% (Participation rate 62.8%) and now in 2012 is 1.9% (Participation rate 72%). (Statistics and Census Service (DSEC) J The number of Gaming tables was 339 in 2002 and now is 5,485 in December The figure shows the need of Macau casino dealers was huge between 2004 & But in the year 2008 Recession, the Centre gradually changed its goal by offering more training for Macau experienced dealers. The trainers learnt how to organize the courses for casinos dealers in 2007 Christmas from College of South Nevada (CSN) and the first class for supervisor training was begun in 2008 May. After 2008 recession, Macau recovered just within one year. Local dealers had chances to be promoted to managerial level as many foreign workers were laid off. Thus the Macau Government had the reason to localize some managerial posts. They would have chances to be promoted to higher levels such as pitbosses and assistant shift managers. More courses were offered to upgrade their abilities. In 2008, first Casino Supervisors Training was formed for training. The course consists of table game knowledge, soft skills training, and case studies In 2009 September, this Centre was merged to Macau Polytechnic Institute and renamed "Gaming Teaching & Research Centre". At the same time, Macau Government realized the need to license casino dealers. Our Centre has been invited to join the preparation of dealers' skill test. Our standard of examination of dealers' skill has been employed as the Macau dealers Skill Test Standard after many controversial conferences with casino operators, training managers and their trainers. 2011/2012 the total enrolment of the training courses was 5,800. Among these, about 2,200 were for training courses provided by GTRC solely in response to the needs of the market; about 3,600 were for customized training courses to suit the needs of a particular casino operator and to provide the necessary facilities to them. 5

6 In 2010 we offered our bachelor degree program. GTRC offered more than 20 training courses including Elementary Casino Management Skills, casino Table Management, Casino Cashier Operation, Croupier Training, Casino IT Management, Casino English, English for Facility Manager, and Mandarin Oral Practice amongst others. GTRC has also responded to the requests of the University of Macau and Macau University of Science and Technology to offer casino practical training courses to their students. Peter Tcheons 6

The ways of teaching Dealers Table games 2012 baccarat 95% 1 other games 5% Macau new dealers training is only focusing on one game:- Baccarat Baccarat contributed Macau Gaming Revenue US Dollars 34.

7 The ways of teaching Dealers Table games 2012 baccarat 95% 1 other games 5% Macau new dealers training is only focusing on one game:- Baccarat Baccarat contributed Macau Gaming Revenue US Dollars 34.6billion while other games only 1.9billion in The Main table game in Macau is always Baccarat. Baccarat is the first game every Macau dealer should learn. In Macau, the course for new dealers is much more compact than others due to many reasons. First, we put Blackjack and Baccarat table game skills together with some common knowledge of Mandarin, ESC, PC Skills for new Macau Dealers. Besides practical skills, we expect our students to possess better personality & attitude as a new generation of Macau dealers. Blackjack game is good for skill while Baccarat is common in Macau. We have modified our courses in training new dealers in the beginning of this year by teaching them Baccarat because of the change of the need in Macau Gaming Industry. Problem Gamblers and staff morale are main elements in our training. We think prevention is better than correction; that is why we focus more on attitude than procedures. 7

8 Human Resources in Macau Population: 582,000 Dec. 31, 2012 by DSEC Macau ( Workers related to casino industry: 54,835 (31/12/2012 DESC) 7.5% over 65 (43,650) 18% under 20 (104,760) year 433,590 Unemployment Rate: < 1.9% (8,238) in Dec. 31, 2012 Around 114,000 imported workers in March 2013 over 69,000 came from the Mainland China, others from Hong Kong, Taiwan, South East Asia, The States & Austra I ia Number of Dealers: 23,895 Average Salary MOP15,990 USD 2,000 (31/12/2013 DESC MACAU) 8

DATA FROM GOVERNMENT REPORT RELATED TO EMPLOYMENT IN CASINO INDUSTRY Occupatwn Total Total 54 835 Directors and managers Professionals Tecbmctans and assoctate professionals Clerks Ofwluch: Dealers

9 DATA FROM GOVERNMENT REPORT RELATED TO EMPLOYMENT IN CASINO INDUSTRY Occupatwn Total Total Directors and managers Professionals Tecbmctans and assoctate professionals Clerks Ofwluch: Dealers Hard & soli count clerks. cage cashiers. pit bosses. castuo Doorpersons. betnng sen'!ce op~r:nors. etc Sen<ces and sales workers I Of which: C1sino & slot machine anendants, security I guards. surwlllance room operawrs. etc. Skilled ngriculruml and li<hery worker,; I 522 Mechamcs, maclune operators and c~wers I 73 7 Unskilled workers I I 13 1 FROM WEBSITE: Peter Tc;heonc 9

10 References DSEC : DICJ: GTRC: The Statistic and Census of Macau Government Gaming Inspection & Coordination Bureau Macau Gaming Teaching & Research Centre, Macau 10

Macau Dealers Training

Macau Dealers Training Peter Tcheong, Functional Head of Dealer Training, Gaming Teaching & Research Centre, Macau Polytechnic Institute May 30, 2013, Las Vegas BRIEF HISTORY 1930 Macau gaming Industry