Amanda Ward. Host Responsibility at SKYCITY Auckland

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


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 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


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


Host Responsibility Program

• Problem Gambling -

Gambling Act 2003

• Responsible Sale of Alcohol -

Sale and Supply of Alcohol Act 2012


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


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


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


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


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.


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


Employee Lanyard & Training Poster – Problem Gambling Indicators


Reported Observed Indicators

Year Number of Observations

2008 1003

2009 1170

2010 2482

2011 2944

2012 3788

2013 4837


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


Self-Exclusion Brochure


Exclusions

Year Self Exclusions SKYCITY Exclusions

2008 224 36

2009 394 65

2010 396 127

2011 388 156

2012 394 195

2013 420 138


Breaches

Year Number of Breaches

2008 247

2009 279

2010 300

2011 345

2012 314

2013 390


SKYCITY Exclusion Brochure – Aimed at Concerned Others


Third Party Approaches

Year Number of Approaches

2009 44

2010 68

2011 77

2012 58

2013 64


Unattended Children & What are the Odds? Brochures


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


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


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


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




3. I would recommend this session to a friend/colleague

a. Strongly agree

b. Somewhat agree




4. I learned something new

a. Strongly agree

b. Somewhat agree




5. The presenter(s) was/were engaging

a. Strongly agree

b. Somewhat agree




6. Please rate this session overall

a. Very good

b. Good

c. Average

d. Poor

e. Very poor

Amanda Ward. Host Responsibility at SKYCITY Auckland

Business

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