Responsible Gaming Ambassadors Use Training to Help Guests

In May, a Team Member from The Venetian | The Palazzo Front Desk experienced first-hand the direct impact and importance of the Responsible Gaming Ambassador Program provided by Las Vegas Sands.  The Team Member, who works as a Hotel Manager, had attended the Responsible Gaming Ambassador training in January.

As a guest attempted to check into the hotel, the Team Member became genuinely concerned with the well-being of a guest. The guest was not able to check in due to insufficient funds for the deposit citing some concerning red flag factors that he had been familiar with from his training in the program. In this case, the Team Member was able to waive the deposit to allow the guest to check-in. The Team Member then transitioned into their role of an Ambassador, asking permission from the guest to inform them of the responsible gaming programs that we offer at the hotel and some programs to assist if they felt that their gambling habits were becoming problematic. At the conclusion of the conversation, the guest accepted the Play Responsibly pamphlet.  Later that day, the guest called down to the Front Desk and asked to speak with the Team Member that checked him in. The guest informed the Team Member that he had an issue with gambling and thanked the Team Member for his empathetic and courageous response.

“Situations like these are exactly why we developed the Responsible Gaming Ambassador program, so that our Team Members can respond and assist our guests who are in need,” Maria-Christina Annaloro, Director of Responsible Gaming for LVSC, said.  “The Team Member handled a difficult conversation with compassion and grace.  I am thrilled that the Responsible Gaming Ambassador program contributed to our unmatched service in such a positive and impactful way, for not only our guest, but also for our Team Member.”

LVS’s Responsible Gaming Ambassador program was developed in partnership with UNLV’s International Gaming Institute, Nevada Council on Problem Gambling and the Problem Gaming Center in Las Vegas.  The eight hour trainings are delivered by Dr. Bo Bernhard, who has won numerous teaching awards, and emphasizes the blending of the latest scientific findings in the field of gambling addiction into engaging teaching pedagogy.  This program is designed to help LVSC Team Members provide the needed assistance, connecting guests to leading experts at local Councils on Problem Gaming and local treatment facilities. LVS is the only company that commits to a full-day Responsible Gaming training that is delivered by a university professor and is committed to making communities better places to live that promote a strong quality of life.

Responsible Gaming week is July 31 through August 4.  Please check Las Vegas Sands on Facebook, Twitter and LinkedIn for more information on Responsible Gaming.

Read the latest from Las Vegas Sands via Sands Confidential.