Ms. Amanda Ward presented on host responsibility at SKYCITY Auckland. SKYCITY owns and operates multiple casino properties throughout New Zealand and Australia. At SKYCITY Auckland, they have over 3,500 staff and focus on preventing gambling harm through their host responsibility program, which includes staff training on identifying problem gambling indicators, offering self-exclusion to customers, and referring customers to counseling services. Through prevention efforts like accurate reporting of customer observations and timely intervention, SKYCITY aims to create a safer gambling environment for both customers and employees.

3. Ms. Amanda Ward
Host Responsibility at SKYCITY Auckland

4. Host Responsibility at SKYCITY Auckland
New Horizons in Responsible Gambling
Vancouver Jan 27-29, 2014
Amanda Ward
SKYCITY Entertainment Group
Confidential
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5. Operations Overview
•
•
SKYCITY is a diversified trans-Tasman gaming and entertainment business
Owns and operates multiple properties throughout Australasia:
New Zealand
Darwin
–
Auckland
–
Hamilton
–
Queenstown
–
Queenstown Wharf
Adelaide
Australia
–
–
Adelaide
Darwin
SKYCITY Entertainment Group
Auckland
Hamilton
SKYCITY
-owned casino property
Other non SKYCITY Casino
Confidential
Queenstown
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6. SKYCITY Auckland
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110 Table Games
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1647 Electronic Gaming Machines
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2 Hotels
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1 Conference Centre
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Over 20 Restaurants and Bars
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VIP Gaming Areas
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International VIP Gaming Areas
•
Approximately 3500 Staff
SKYCITY Entertainment Group
Confidential
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7. Legislative Requirements: Host Responsibility
•
The New Zealand Gambling Act 2003 required all gambling providers to:
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Develop a policy for identifying problem gamblers and to take all reasonable steps to
implement the policy to identify actual or potential problem gamblers
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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
Confidential
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8. Host Responsibility Program
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Problem Gambling Gambling Act 2003
•
Responsible Sale of Alcohol Sale and Supply of Alcohol Act 2012
SKYCITY Entertainment Group
Confidential
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9. Role of Host Responsibility
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SKYCITY Auckland has a dedicated „Host Responsibility‟ function
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
•
Prevent and minimise gambling and alcohol-related harm
Provide support and advice to the business about host responsibility
Key activities
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Manage all host responsibility-related information
–
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Provide information and advice to customers who we suspect may be problem gamblers
–
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Problem gambling indicators, staff observations, customer interviews, third party inquiries
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
Confidential
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10. Staff Training
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All SKYCITY staff receive host responsibility training

In-depth classroom-based training provided for more senior staff
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Legislative background and context
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Significance of our Host Responsibility Programmes
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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
Confidential
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11. New Approach to Staff Training
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New requirements (more courses, more content) provided impetus for a new approach to training
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•
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
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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
Confidential
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12. Prevention, Prevention, Prevention
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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
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
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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
Confidential
12

13. 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
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•
Results were positive:
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

HRP requires SKYCITY to report on staff perceptions of the effectiveness of the employee gambling harm prevention initiatives
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
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
Confidential
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14. Lessons Learnt
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Training is critical
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Engage staff though training / check the training is understood
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Keep content simple
Show staff how they can make a difference – and improve their workplace
Simple, discreet customer resources
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Know your audience / speak their language
„Floor smart‟ Host Responsibility staff are an asset
SKYCITY Entertainment Group
Confidential
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15. Employee Lanyard & Training Poster –
Problem Gambling Indicators
SKYCITY Entertainment Group
Confidential
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16. Reported Observed Indicators
Year
2008
1003
2009
1170
2010
2482
2011
2944
2012
3788
2013
SKYCITY Entertainment Group
Number of Observations
4837
Confidential
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17. Improved Customer Resources
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New requirements (responsible gaming brochure, more indicators of problem gambling) provided impetus for
revision of customer resources
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Simplified resources
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•
More translations : Exclusion brochures and associated documentation now available in 12 languages:
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•
„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
Arabic, Chinese, English, French, Hindi, Khmer, Korean, Japanese, Maori, Samoan, Thai, Tongan, Vietnamese
Focus on take-away format in discreet locations


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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
Confidential
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18. Self-Exclusion Brochure
SKYCITY Entertainment Group
Confidential
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19. 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
Confidential
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20. Breaches
Year
Number of Breaches
2008
247
2009
279
2010
300
2011
345
2012
314
2013
390
SKYCITY Entertainment Group
Confidential
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21. SKYCITY Exclusion Brochure – Aimed at Concerned Others
SKYCITY Entertainment Group
Confidential
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22. Third Party Approaches
Year
Number of Approaches
2009
44
2010
68
2011
77
2012
58
2013
64
SKYCITY Entertainment Group
Confidential
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23. Unattended Children & What are the Odds? Brochures
SKYCITY Entertainment Group
Confidential
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24. Casino Environment, Advertising & Promotions
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Requirements for the casino environment


Exit points and public telephone facilities must be clearly visible

Customers must be visible to venue staff on the gaming floor
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Gaming areas must be well lit, utilising natural light where possible
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•
Clocks must be displayed in all gambling areas
Non-gaming entertainment options must be available
Advertising
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Bans on jackpot advertising
Restrictions on signage affixed to casino venues
Promotions
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Significant regulatory scrutiny around promotional activity
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Require internal sign-off by Legal, Regulatory and Host Responsibility teams
SKYCITY Entertainment Group
Confidential
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25. Pre-Commitment
SKYCITY Pre-Commitment 2013
Number of Players
2000
Enrolled
Unenrolled*
Breached Limits*
Never Breached Limits*
*Includes players that had enrolled in December 2012.
SKYCITY Entertainment Group
Confidential
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26. Pre-Commitment
Number of Players Breaching Limits Once or Multiple Times for PreCommitment in 2013
Number of Players
600
1
2
3
4
SKYCITY Entertainment Group
5
6
7
8
9
10
11
12
13
14
Number of Times a Player Has Breached Limits
Confidential
15
16
17
18
19
20
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27. QUESTIONS
SKYCITY Entertainment Group
Confidential
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28. Session Evaluation

29. 1. The information presented was useful to me
a.
b.
c.
d.
e.
Strongly agree
Somewhat agree
Neither agree nor disagree
Somewhat disagree
Strongly disagree

30. 2. The information presented was clear and organized
a.
b.
c.
d.
e.
Strongly agree
Somewhat agree
Neither agree nor disagree
Somewhat disagree
Strongly disagree

31. 3. I would recommend this session to a friend/colleague
a.
b.
c.
d.
e.
Strongly agree
Somewhat agree
Neither agree nor disagree
Somewhat disagree
Strongly disagree

32. 4. I learned something new
a.
b.
c.
d.
e.
Strongly agree
Somewhat agree
Neither agree nor disagree
Somewhat disagree
Strongly disagree

33. 5. The presenter(s) was/were engaging
a.
b.
c.
d.
e.
Strongly agree
Somewhat agree
Neither agree nor disagree
Somewhat disagree
Strongly disagree

34. 6. Please rate this session overall
a.
b.
c.
d.
e.
Very good
Good
Average
Poor
Very poor