Inside Asian Gaming

IAG JUL 2020年7月 亞博匯 70 COLUMNISTS employees will also be cheerleaders, creating buzz and excitement so essential to the customer experience. Companies such as Wynn and Las Vegas Sands – who kept their staff on the payroll even during times of casino closure – will be handsomely rewarded by way of employee engagement. Navigating through the various back-to-business phases, as CX expert Bruce Temkin points out, is less about a great strategic plan; it’s about tapping into the insights and energy of engaged employees. Casino executives concur that casinos will need 50% to 60% occupancy just to break even when they reopen. Not many casino companies will be able to achieve this kind of customer patronage in the foreseeable future. Casinos who do make it through the various stages of post-pandemic terrain will have to totally and unconditionally recommit themselves to the doctrine of employee engagement and to the primacy of customer experience. The once thriving lobbies of The Venetian Macao have been unusually quiet in recent months. 數月以來，澳門威尼斯人曾經人聲鼎沸的酒店大廳異常安靜。 In the early months of reopening, customer-facing employees will play a crucial role in reassuring customers on matters of hygiene and safety. 在重開後的頭幾個月，面對客戶的員工將會扮演 一個非常重要的角色，要重新向客戶在衛生及健 康方面作出保證。