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Amanda Ward. Host Responsibility at SKYCITY Auckland Session 3B Presented at the New Horizons in Responsible Gambling Conference in Vancouver, January 27-29, 2014
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Ms. Amanda WardHost Responsibility at SKYCITY Auckland
SKYCITY Entertainment Group 4Confidential
Host Responsibility at SKYCITY Auckland
New Horizons in Responsible GamblingVancouver Jan 27-29, 2014
Amanda Ward
SKYCITY Entertainment Group 5Confidential
Operations Overview
• SKYCITY is a diversified trans-Tasman gaming and entertainment business
• Owns and operates multiple properties throughout Australasia:
New Zealand
– Auckland
– Hamilton
– Queenstown
– Queenstown Wharf
Australia
– Adelaide
– Darwin
Adelaide
Darwin
AucklandHamilton
Queenstown
SKYCITY-owned casino property
Other non SKYCITY Casino
SKYCITY Entertainment Group 6Confidential
SKYCITY Auckland
• 110 Table Games
• 1647 Electronic Gaming Machines
• 2 Hotels
• 1 Conference Centre
• Over 20 Restaurants and Bars
• VIP Gaming Areas
• International VIP Gaming Areas
• Approximately 3500 Staff
SKYCITY Entertainment Group 7Confidential
Legislative Requirements: Host Responsibility
• The New Zealand Gambling Act 2003 required all gambling providers to:
Develop a policy for identifying problem gamblers and to take all reasonable steps to
implement the policy to identify actual or potential problem gamblers
Offer information and advice about problem gambling, including self-exclusion and details of
counselling options to persons the operator believes is a problem gambler
Issue an exclusion order for up to two years if a customer identifies themselves as a problem
gambler and requests to be excluded from the venue
Remove any person who enters the gambling area of a casino venue in breach of an exclusion order
• From this Legislative requirement came our Host Responsibility Program – Implemented Dec 2007
Reviewed and revised Sept 2013
SKYCITY Entertainment Group 8Confidential
Host Responsibility Program
• Problem Gambling -
Gambling Act 2003
• Responsible Sale of Alcohol -
Sale and Supply of Alcohol Act 2012
SKYCITY Entertainment Group 9Confidential
Role of Host Responsibility
• SKYCITY Auckland has a dedicated ‘Host Responsibility’ function
Prevent and minimise gambling and alcohol-related harm
Provide support and advice to the business about host responsibility
• Key activities
Manage all host responsibility-related information
– Problem gambling indicators, staff observations, customer interviews, third party inquiries
Provide information and advice to customers who we suspect may be problem gamblers
– Offer exclusion and refer customers to problem gambling counsellors
Staff training
– How to identify possible/ probable indicators of problem gambling
– Reporting observations
Engage with service providers, researchers, regulators
– Regular meetings, provide information, show and tell site tours for all counsellors, telephone-helpline staff
SKYCITY Entertainment Group 10Confidential
Staff Training
• All SKYCITY staff receive host responsibility training
In-depth classroom-based training provided for more senior staff
Legislative background and context
Significance of our Host Responsibility Programmes
Indicators of problem gambling
– “Four Red Flags”
– 25+ other indicators
Customer interactions and importance of PREVENTION
– Appropriate interactions / Reporting observations
• Content covers gambling harm prevention and minimisation and responsible service of alcohol
• External stakeholders invited to present
• Liquor Licensing Police invited to present
SKYCITY Entertainment Group 11Confidential
New Approach to Staff Training
• New requirements (more courses, more content) provided impetus for a new approach to training
Embraced e-learning for refresher training and training to a wider group
• Shifted emphasis from compliance focus to taking responsibility to improve the working environment
Encourage staff to report “rude or undesirable behaviour” that may be associated with early
stages of problem gambling
Frontline staff taught to pass on problem gambling-related information about customers, eg via
phone, email, notes on back of roulette cards
Demonstrate to staff that their actions (reporting and intervening) can make a difference, eg
– Customers behaving rudely will receive a letter… their behaviour improves… the working
environment improves
SKYCITY Entertainment Group 12Confidential
Prevention, Prevention, Prevention
• Identifying early signs of potential harm and intervening is critical
Exclusion should be seen as last resort
“Slow down” initiative
• Staff training and engagement is key to success
The “eyes and ears on the floor”
Knowing what to look for and how to interpret customer behaviours
• Importance of accurate, timely reporting of observations
Staff are required to report observations
Appropriate follow-up action can then be taken
• Staff can see resulting changes in customer behaviour
Safer, more enjoyable and responsible gambling environment for everyone
SKYCITY Entertainment Group 13Confidential
Strong Host Responsibility Contributes to Employee Engagement
• An independent, company-wide engagement survey was commissioned in April 2009 to gauge employees’ opinions and
attitudes about SKYCITY
• The survey included questions about host responsibility and employee gambling-related harm HRP requires SKYCITY to report on staff perceptions of the effectiveness of the employee gambling harm prevention initiatives
• Results were positive: When asked if they “know where to go for information or advice on employee issues, including problems due to their own or someone else’s
gambling”, SKYCITY Auckland staff on average said they either “agree” or “strongly agree” Responses to three out of the four host responsibility-related questions were in the top six of all 58 questions
p In March 2013 SKYCITY commissioned another company-wide engagement survey to gauge employees’ opinions and attitudes about SKYCITY as an employer.
The survey included questions about host responsibility, including employee gambling-related harm. 77% of SCML employees responded to the survey. Employees at SKYCITY are more engaged than any previous year the survey has been undertaken.
Like previous surveys, the results regarding employee perceptions about host responsibility were very positive. Responses to two out of the four host responsibility-related questions were in the top five of all 58 questions in the survey, these items have been consistent top performers since 2010.
Results showed responses to the statement “I believe SKYCITY is a responsible host” was again one of the top five drivers of whether an employee is engaged in their job and had a 78% favourable response from employees.
SKYCITY Entertainment Group 14Confidential
Lessons Learnt
• Training is critical
Keep content simple
Engage staff though training / check the training is understood
Show staff how they can make a difference – and improve their workplace
• Simple, discreet customer resources
Know your audience / speak their language
• ‘Floor smart’ Host Responsibility staff are an asset
SKYCITY Entertainment Group 15Confidential
Employee Lanyard & Training Poster – Problem Gambling Indicators
SKYCITY Entertainment Group 16Confidential
Reported Observed Indicators
Year Number of Observations
2008 1003
2009 1170
2010 2482
2011 2944
2012 3788
2013 4837
SKYCITY Entertainment Group 17Confidential
Improved Customer Resources
• New requirements (responsible gaming brochure, more indicators of problem gambling) provided impetus for
revision of customer resources
• Simplified resources ‘Self-exclusion’ and ‘Concerned about someone else’s gambling?’ Good translations – checked by our staff for accurate contextuality Four strong indicators of problem gambling called ‘Four Red Flags’ Training posters and lanyards developed
• More translations : Exclusion brochures and associated documentation now available in 12 languages:
Arabic, Chinese, English, French, Hindi, Khmer, Korean, Japanese, Maori, Samoan, Thai, Tongan, Vietnamese
• Focus on take-away format in discreet locations Redesigned ‘Helping Hand’ (showing counselling agencies’ contact details) wallet cards distributed throughout
gaming floor – less emphasis on large signs Smarter placement of materials – more likely to get picked up Unattended children brochure placed in all 660 hotel rooms to raise awareness of NZ law among international visitors
SKYCITY Entertainment Group 18Confidential
Self-Exclusion Brochure
SKYCITY Entertainment Group 19Confidential
Exclusions
Year Self Exclusions SKYCITY Exclusions
2008 224 36
2009 394 65
2010 396 127
2011 388 156
2012 394 195
2013 420 138
SKYCITY Entertainment Group 20Confidential
Breaches
Year Number of Breaches
2008 247
2009 279
2010 300
2011 345
2012 314
2013 390
SKYCITY Entertainment Group 21Confidential
SKYCITY Exclusion Brochure – Aimed at Concerned Others
SKYCITY Entertainment Group 22Confidential
Third Party Approaches
Year Number of Approaches
2009 44
2010 68
2011 77
2012 58
2013 64
SKYCITY Entertainment Group 23Confidential
Unattended Children & What are the Odds? Brochures
SKYCITY Entertainment Group 24Confidential
Casino Environment, Advertising & Promotions
• Requirements for the casino environment
Clocks must be displayed in all gambling areas
Exit points and public telephone facilities must be clearly visible
Customers must be visible to venue staff on the gaming floor
Gaming areas must be well lit, utilising natural light where possible
Non-gaming entertainment options must be available
• Advertising
Bans on jackpot advertising
Restrictions on signage affixed to casino venues
• Promotions
Significant regulatory scrutiny around promotional activity
Require internal sign-off by Legal, Regulatory and Host Responsibility teams
SKYCITY Entertainment Group 25Confidential
Pre-Commitment
Enrolled Unenrolled* Breached Limits* Never Breached Limits*
SKYCITY Pre-Commitment 2013N
umbe
r of P
laye
rs
*Includes players that had enrolled in December 2012.
2000
SKYCITY Entertainment Group 26Confidential
Pre-Commitment
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20
Number of Players Breaching Limits Once or Multiple Times for Pre-Com-mitment in 2013
Number of Times a Player Has Breached Limits
Num
ber o
f Pla
yers
600
SKYCITY Entertainment Group 27Confidential
QUESTIONS
Session Evaluation
1. The information presented was useful to me
a. Strongly agree
b. Somewhat agree
c. Neither agree nor disagree
d. Somewhat disagree
e. Strongly disagree
2. The information presented was clear and organized
a. Strongly agree
b. Somewhat agree
c. Neither agree nor disagree
d. Somewhat disagree
e. Strongly disagree
3. I would recommend this session to a friend/colleague
a. Strongly agree
b. Somewhat agree
c. Neither agree nor disagree
d. Somewhat disagree
e. Strongly disagree
4. I learned something new
a. Strongly agree
b. Somewhat agree
c. Neither agree nor disagree
d. Somewhat disagree
e. Strongly disagree
5. The presenter(s) was/were engaging
a. Strongly agree
b. Somewhat agree
c. Neither agree nor disagree
d. Somewhat disagree
e. Strongly disagree
6. Please rate this session overall
a. Very good
b. Good
c. Average
d. Poor
e. Very poor