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Effective response to emerging trends
John Brennan
update on Saturday, June 18, 2011

Galaxy Entertainment Group (GEG) has been at the heart of Macau's thriving casino and hotel industry.

"GEG owns and operates StarWorld Hotel and Casino, a luxury five-star property on the Macau peninsula," says Trevor Martin, the group's senior vice-president of human resources and administration.

"It operates four City Club casinos in Macau, as well as owning and operating the newly opened Galaxy Macau in Cotai," he adds.

As GEG is one of Macau's largest employers, Martin is in a good position to weigh up the opportunities, and challenges, for those working in property management in the city's casino and resort industry. 

He says that to seize these opportunities, staff must be on their toes. "Working in this industry in Macau is not for the faint of heart - one must be willing to take calculated risks, be able to respond quickly to changing market trends, including new and emerging customer segments and demographics, while at the same time continuing to deliver the highest level of guest service."

The group provides a detailed "Training Journey" that clearly defines the skills, knowledge and attributes required within four key areas for a team member to be successful in any role, Martin says.

And the experience staff gain on the job takes in the broadest range of functional disciplines under one roof.

"These include hotel operations, casino operations, food and beverage, engineering, finance, legal, entertainment, organisation development and training, resort and spa services, transportation, marketing and branding, business development, public relations and project management," he says.

What advice would he give those considering a career in the sector?

"We operate in an industry which is market- and customer-driven, so the ability to respond quickly and effectively to emerging trends and customer preferences is essential to your success," he says. "Be open to new challenges and willing to take on responsibilities that move you outside your comfort zone. And come with a real passion to achieve and make the difference."

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