Melco instills responsible gaming culture for colleagues and community

As a leader, pioneer and innovator in premium travel, leisure and entertainment, Melco Resorts & Entertainment dynamically supports government policies promoting Responsible Gaming (RG). The Company contributes to the city’s sustainable development with its award-winning three-pronged system offering a comprehensive framework to implement initiatives developed for RG; including process and technology, community engagement and employee education.
To instill the culture that RG is inherent to everyone’s role, to date, the Company has had more than 100,000 colleague participants join its RG activities. Notably, due to this year’s COVID-19-related social distancing measures where RG activities at employee-only Heart-of-House areas had to be kept to a minimum, Melco has made even greater efforts to proactively engage colleagues through various alternative channels such as mobile participation – and in 2020, saw 100% increase in its colleague participant numbers over its 2019 figures.
Melco introduced its advanced level RG training in September 2017 and this year launched an online interactive version to increase accessibility and flexibility for colleagues. To date, more than 11,000 colleagues from across Melco’s global operations have completed the training.
Furthermore, with the Company’s annual RG event suspended due to the pandemic, an online quiz was rolled out for all colleagues, with a recorded attendance of over 24,000 participants. Those with the best scores entered a prize draw, with the first prize winner receiving attractive rewards including hotel stays and a dining and spa experience at Morpheus.

To further enhance colleagues’ knowledge and refresh their understanding of RG, Melco also launched the annual RG refresher training for gaming employees this year, going beyond the government-required biennial refresher. Melco has also been implementing its RG monthly focus information for colleagues, with relevant details being posted on Heart-of-House area notice boards and shared through the internal Melco App.
Additionally, the Melco RG Ambassador (RGA) Program helps select front line managers enhance their RG knowledge for providing support to patrons, including the provision of information on the availability of counseling services and referrals, and assisting patrons on self-exclusion applications. Globally to date, Melco has more than 600 qualified RG Ambassadors who are available onsite 24/7, and who serve as departmental contact points for all RG related issues.
Ms. Ian Fong, City of Dreams Gaming Machines Shift Manager, who recently participated in the RGA Program, said, “I am thrilled to have learnt a lot of RG knowledge through the RGA course, such as the history of gaming in Macau, details on self-exclusion, and how to deal with anxious customers. These all help to increase my confidence in my operational work. I will continue to represent Melco and myself to promote RG to persons in need.”
To promote the Government’s RG message “Lost Control, Lose Family”, the Company hosted its RG awareness month with game booths set up across Melco’s properties in November, including at City of Dreams, Studio City, Altira and Mocha, and saw over 4,000 participants join these activities.

With community partner collaborations being core to its approach to corporate social responsibility, this year, Melco invited Gaming Employees Home to host RG board game activities in-house to provide related knowledge to colleagues through interactive fun. Gaming Employees Home is also holding a quarterly RG roadshow at Melco’s Heart-of-House areas to provide colleagues with counseling services. Furthermore, Macau Youth Volunteer Association were invited to run an RG promotion roadshow in the Company’s Heart-of House area in September. To directly promote the message of RG to members of the community, Melco volunteers also supported local NGOs to deliver leaflets and explain the RG concept to visitors and residents in November.
With RG being a top priority for Melco, the Company continues to promote and raise awareness of RG both internally and externally through its best-in-class and pre-emptive strategies to benefit a healthier and more sustainable society.