A Day on the Frontline | Melco introduces ‘In Your Shoes’ program for management team to experience the jobs of frontline colleagues

Melco Resorts and Entertainment’s culture of excellence is aligned with the company’s promise to excel in the premium luxury segment through the creation of exceptional guest experiences. These high standards of luxury service are achieved through Melco’s structured and systematic training programs.

Recently, a program titled ’In Your Shoes’ was established for Melco’s management team to experience “A Day in the Life” of frontline colleagues. The goal is to facilitate and enhance communications between employees of all levels for the improved delivery of service excellence for its discerning guests. Under the new initiative, the company’s leaders including property presidents Mr. David Sisk of City of Dreams; Mr. Geoff Andres of Studio City; Mr. Andy Choy of Altira Macau and other senior management colleagues were invited to engage in roles at various departments such as Housekeeping and Food and Beverage.

To date, more than 70 colleagues have taken part in the program and further sessions have been scheduled with the objective to help the management team advance their knowledge on frontline roles, experience and identify the day-to-day complications faced by colleagues, and to then help devise and implement practical solutions, thus improving service quality and the overall employee work environment.

A five-star experience

At Altira, management colleagues from different departments formed three teams to experience “A Day in the Life of an Altira Housekeeping Attendant.” The Housekeeping team designed a sit-down tutorial to highlight the importance of their function, and participants were provided instructions on how to meet Altira’s Forbes 5-Star standards. From the presentation of facial tissues, towels and bathrobes, to the careful handling of bed linens and overall in-room hygiene, the details were comprehensive. This was followed by a tutorial inside Altira’s rooms and suites, where housekeeping colleagues offered practical demonstrations.

Trainees then put their newly-learnt skills to use by completing designated tasks, and at the end of the session, a judging panel comprising three of Altira’s senior housekeeping colleagues assessed the teams’ performances and voted for the winning group.

Ms. Akiko Takahashi, Executive Vice President and Chief of Staff to Chairman and CEO, said, “We trust that the program will effectively provide an opportunity to benefit all colleagues and teams at Melco, enabling more effective teamwork in our bid to provide guests with the most memorable experiences.”

Having spent an afternoon as a Morpheus Housekeeping Attendant with three other senior management colleagues, Mr. David Sisk said, “With more than 8,000 people working at City of Dreams Macau, I am always looking for ways to gain colleagues’ perspectives and ideas to improve what we do and how we do it. This project was insightful to get to understand in greater depth the operational ins and outs of the housekeeping team, to see the obstacles our teams are faced with daily and the efforts required to overcome these.”

This article is sponsored by Melco Resorts & Entertainment