Dear Santa, I have been a good customer of Macau’s hospitality industry this year, so I think I’m entitled to a couple of wishes

Dear Santa, what a year this was. It is hard to believe it is already December, the time for people to look back and assess the year passed.

Some will use this opportunity to correct errors and get back on track towards their goals. Others will rest on their laurels without even thinking for a second about ways to improve. It is a pity. Sound familiar, Macau?

Dear Santa, since Christmas is the season for giving, I would like to take this opportunity to use my wish list for the good of Macau. I know I am entitled to some comps, as I have been a faithful customer of Macau this year.

I am one of the city’s best patrons. I have stayed in all the hotels, eaten in many of the restaurants and enjoyed some of the other attractions Macau has to offer.

Unfortunately, as a hospitality evaluator, I cannot close my eyes to the city’s weaknesses and flaws. It is not my wish to criticise but to highlight unfulfilled potential, so that the reality may match the government’s aspirations to make Macau an international tourist destination.

Texting times ahead

So my first wish, dear Santa, is a huge alarm clock to shake and wake up Macau’s workforce.

I really would like to be able to walk into any of the wonderful five-star hotels in town and see employees full of vitality, not numbed creatures working only for a monthly pay cheque.

People, now is the time to get extra education and more qualifications. It is time to look for a brighter future. It is time to acknowledge the great opportunities further on down the road.

Unfortunately, most hospitality workers are still fast asleep. Do they have any idea of how lucky they are to be working in a city where tourist arrivals are counted by the millions and where hotel occupancy rates reach or surpass 90 percent almost all year round?

Is it that difficult for hospitality workers to understand that the only thing tourists want from them is a smile, respect and some real customer service? If, for a hotel employee, checking text messages while on duty at the front desk is more important than attending to a waiting guest, then we do have a lot of work ahead of us next year.

Creative staffing

Dear Santa, I have saved one of my wishes for the city’s hoteliers, hotel owners, directors and managers.

I understand they are stuck in the eye of the storm. They have to deal with a government that appears ineffective in handling labour matters, while managing employees who are ready to jump to the next hotel for just a few hundred more patacas, without taking into consideration the effort and cost of their training.

Nevertheless, those in charge of Macau’s hotels must take a huge amount of blame for allowing this state of affairs to continue. I hold them partly responsible for the burlesque act that Macau’s hospitality sector has become: “The City of Swinging Employees”.

I do not see hoteliers, with a few exceptions, committed to giving their employees proper training. They have their house training manuals, full of their hotel brand’s know-how, but it is not enough.

Most hoteliers do not understand the Macau way. This lack of awareness of local idiosyncrasies is amazing.

Granted, it is not easy to deal with workers that are compulsive quitters. Nevertheless, the inability of hotel managers to create adequate retention programmes and proper systems for assessing and rewarding, contributes to their problems. Where are their internal marketing programmes?

Dear Santa, I wish for all Macau hoteliers more wisdom and creativity.

Last but not least, please, Santa, grant my biggest wish. All those above are important, but without this one last wish being granted, they are meaningless.

Labour hope

My last wish is for the government.

The hospitality industry in Macau has experienced phenomenal growth over the past decade since the gambling industry was liberalised. That boom has also created challenges such as the labour crunch. Nowadays it is impossible to find enough qualified residents to fill jobs.

This is happening as the local casinos face new competition from neighbouring countries – and not just Singapore. When this happens, patrons usually destined for Macau will have greater choice. They will choose those places offering exceptional customer service both in gaming and in hospitality – something which is hard to find in Macau.

It is time for the government to increase the supply of labour. The city needs to import skilled workers to raise its competitiveness and it needs regulations to prevent job-hopping.

The government has to help the workforce understand that importing labour will lessen their workload and give them opportunities to learn from experienced workers. Having more imported workers would also increase job competition.  This would not significantly reduce the overall career opportunities for locals, but instead force them to become more responsible in their attitudes towards their work and their employers, which would be a good thing.

So, Santa, I hope the government can find the inspiration to use common sense in its labour policy.

I thank you in advance for making my Christmas a blast. I was not too greedy, making just three wishes. Please do not disappoint me.

P.S.: Could you please give me the Tooth Fairy’s email address? I am owed a ton of money.

By Gustavo Cavaliere