Sands China Introduces 'Quality Retail Service' Seminar Series with MGTO and Consumer Council

Targets retail and tourism practitioners in support of 'tourism + retail'

(Macao, Jun 29, 2023) – Co-organised by Sands China Ltd., the Macao Government Tourism Office, and the Macao Consumer Council, the Quality Retail Service seminar series kicked off June 20 with an opening ceremony at The Londoner^® Macao, followed by the first seminar in the series on the topic of integrity in service.

The Quality Retail Service seminar series targets retail and tourism industry practitioners, merchants of the Quality Tourism Services Accreditation Scheme, and Certified Shops and Adherents. Over the course of the series, four seminars are being held from June to October to enhance knowledge in the retail industry, thereby improving customers' shopping experiences in Macao. Each seminar focuses on a specific theme: integrity of service, quality affirmation, successful selling, and complaint resolution.

Dr. Wilfred Wong, president of Sands China Ltd., said: "With this new series, we aim to elevate the overall level and service quality of Macao's retail industry to maintain Macao's brand image of integrity and excellence. Sands China is very pleased to work together with MGTO and the Macao Consumer Council on this informative seminar series, in support of the Macao SAR government's 'tourism + retail' initiative and its efforts to reinforce moderate economic diversification and Macao's status as a world centre of tourism and leisure."

Around 170 participants attended the opening ceremony, including representatives from Sands China, MGTO, and the Macao Consumer Council.

Cheng Wai Tong, acting director of the Macao Government Tourism Office, said: "Post-pandemic travellers have higher expectations for their travel experiences, making high-quality tourism services essential to their enjoyment of visiting Macao. I am pleased to see that businesses are constantly improving the quality of their tourism and retail services, providing residents and visitors with a sense of hospitality and making Macao a well-regarded destination for shopping and tourism."

Leong Pek San, president of the executive committee of the Macao SAR Government Consumer Council, said: "Integrity is a core principle in business and a key factor to boost consumer confidence. The Consumer Council encourages and supports industries to enhance their service culture. Protecting consumers' rights and bringing them a high-quality shopping experience guarantees consumption in Macao that is based on consumer confidence."

After the opening ceremony, Helen Huang, manager of Haidilao Hot Pot in Macao, delivered the first seminar in the series, on the theme of integrity of service. Huang is a certified National Human Resource Management Professional – Level 2, and is in charge of the operation and management of Haidilao at The Venetian^® Macao. At her seminar, she introduced the concept of integrity of service and its benefits in order to help attendees strengthen their concept of service and present a quality business image. She shared successful cases and experiences and offered insights into methods for enhancing service integrity.

The event also included a presentation by a representative of the Macao Consumer Council, who provided an overview of the development of Certified Shops and Adherents, and shared some positive feedback from retailers who joined the Council's Certified Shop Accreditation Project.

The Quality Retail Service seminar series is offered by Sands China via the company's Sands Retail Academy. Sands China launched the academy in 2013 to offer complimentary training to retail professionals at Sands Shoppes Macao – the interconnected group of malls comprising Shoppes at Venetian, Shoppes at Four Seasons, Shoppes at Londoner, and Shoppes at Parisian, which together feature over 700 retailers. The academy is committed to providing training programmes that help retail practitioners advance their career development, offer quality service to visiting guests and create unforgettable shopping experiences. It has trained more than 500 retail practitioners in Macao to date, further enhancing overall service quality and work effectiveness in the tourism sector.

Another initiative of the academy is the Celebrity Mentor Workshop Series, co-organised by Sands China and MGTO in 2018. The series has presented workshops featuring well-known figures and industry experts to teach and discuss topics that are relevant to frontline retail practitioners.

The Sands Retail Academy is one of eight sub-academies under the umbrella of the Sands China Academy – a comprehensive talent development platform established by Sands China for its team members and local industry professionals. In addition to providing diversified training programmes for team members, the academy collaborates with local and international tertiary educational institutions to promote the development of professionals in various industries in Macao.

Photo caption: Co-organised by Sands China Ltd., the Macao Government Tourism Office, and the Macao Consumer Council, the Quality Retail Service seminar series kicks off June 20 at The Londoner Macao. Around 170 participants attended the opening ceremony.

First row, left to right: David Sylvester, executive vice president of global retail for Sands China Ltd.; Lee Koi Ian, director of the Macao Chamber of Commerce; Victor Ho, executive director of the Macau Retail & Management Association; Sun Yaohua, director of the Economic Affairs Department of the Liaison Office of the Central People's Government in the Macao SAR; Cheng Wai Tong, acting director of the Macao Government Tourism Office; Dr. Wilfred Wong, president of Sands China Ltd.; Leong Pek San, president of the executive committee of the Macao SAR Government Consumer Council; Lam Vai Hong, president of the Macao Pastry Specialty Association; Fong Oi Hong, vice president of the Macau Association of Retailers & Tourism Services; Wong Man Chi, director of the Macao International Brand Enterprise Commercial Association; Amy Lee, vice president of human resources for Sands China Ltd.

Photo caption: Representatives from Sands China, the Macao Government Tourism Office, and the Macao Consumer Council officiate at the opening ceremony of the Quality Retail Service seminar series June 20 at The Londoner Macao.

Left to right: Sun Yaohua, director of the Economic Affairs Department of the Liaison Office of the Central People's Government in the Macao SAR; Cheng Wai Tong, acting director of the Macao Government Tourism Office; Dr. Wilfred Wong, president of Sands China Ltd.; Leong Pek San, president of the executive committee of Macao SAR Government Consumer Council; David Sylvester, executive vice president of global retail for Sands China Ltd.

Photo caption: Sands China Ltd. President Dr. Wilfred Wong speaks at the opening ceremony of the Quality Retail Service seminar series June 20 at The Londoner Macao.

Photo caption: Cheng Wai Tong, acting director of the Macao Government Tourism Office, speaks at the opening ceremony of the Quality Retail Service seminar series June 20 at The Londoner Macao.

Photo caption: Leong Pek San, president of the executive committee of the Macao SAR Government Consumer Council, speaks at the opening ceremony of the Quality Retail Service seminar series June 20 at The Londoner Macao.

Photo caption: Sands China Ltd. President Dr. Wilfred Wong (left) presents a certificate of appreciation to Helen Huang (right), manager of Haidilao Hot Pot in Macao, at the opening ceremony of the Quality Retail Service seminar series June 20 at The Londoner Macao.