Inside Asian Gaming

IAG JAPAN FEB 2020 58 Hilton was one of the few hospitality companies to make Glassdoor’s 2020 list of the best places to work. ヒルトンは、Glassdoorの2020年版最も働きやすい会社ランキングにランクインしたホスピタリティ企業数社のうちの1社だった COLUMNISTS Flexible schedule: A 24/7 business such as a casino requires shift work. However, unpredictability and inflexibility in shift assignment becomes one of the major sources of employee discontent. Casino companies look at employee wages as one huge expense item, and therefore tend to emphasize lean scheduling. However, scientific experiments conducted in retail environments such as at Gap suggest that when workers have stable and flexible schedules, both worker productivity as well as revenues go up. Collaborative environment: A huge part of peoples’ waking lives are spent at work. A tense workplace devoid of fun and cordiality takes a huge toll on employee engagement, health and overall well-being. Having co-workers an employee considers to be friends is one major indicator of employee engagement. Engaged employees are happier at their job, and compared to non-engaged employees are up to 10 times more productive. Lessons for the gaming industry For far too long, many casino operators have failed to acknowledge the role of culture in creating effective organizations. Continued neglect in the face of impending competition could put their very survival at stake. Employees constitute the public face of any service industry, and they could prove to be a very scarce resource in the casino industry. Casino operators are well-advised to design their employee policies such that employees havework-life balance, the right opportunities for personal growth, a flexible work schedule and a collaborative environment in which to work. This will ensure employer attractiveness – an essential ingredient needed in the next five years for operators to function.