Luxury Integrated Gaming and Hotel Resort in Macau

Critical Success Factor/s

• Business Process Design & Development across the Gaming, Hotel, F&B and Retail areas

Challenge:  The Resort was one of the first to venture in the casino industry in Asia. Prior to opening, Senior Management identified the need to define its business processes for the Macau market.

Solution:  The team was able to leverage experience in the Gaming space and the exposure to the operational systems implemented in identifying and documenting the critical processes for the following areas:The team was able to leverage experience in the Gaming space and the exposure to the operational systems implemented in identifying and documenting the critical processes for the following areas:

World Class Casino/Hotel in Macau

Critical Success Factor/s

• Business Process Design & Development across the Gaming and Back of House areas

Challenge:  A world class casino/hotel in Macau required the development of Business Processes across the Gaming and Back of House areas.

Solution:  The team was asked to perform extensive Business Process Development for the following areas:

•Table Games Operations
•Cage Operations
•Slot Operations
•Credit and Collection
•Casino Accounting
•Casino, Slot and VIP Marketing
•Card Management

We were able to leverage our deep industry experience in both the Gaming space in Macau and the CMS landscape in Asia and North America to provide the requested services. The team was also requested to provide support for the go live activities during property opening.

Major Gaming and Entertainment Resort in Macau

Critical Success Factor/s

• BPD3 Methodology
• HR Process expertise
• Collaborative environment

Challenge:  A major gaming and entertainment group of companies decided to implement a Shared Services model for their Human Resources business areas. The ambitious plan was to consolidate human capital management and standardize operational processes in a way that is efficient as well as scalable for future expansion of the group’s holdings. 

Solution:  The 3-month engagement saw the Team utilize our leading methods and facilitation processes; the BPD3 Methodology; to collaborate with staff, middle management and senior executives in identifying, prioritizing and scrutinizing critical business processes within HRSS. The intensive efforts of the client and team produced detailed, standardized and reusable Business Process Documents across 14 core areas within HRSS; from Organizational Design, Recruitment, Expatriate Management to Payroll. 

The resulting solid process foundation enabled the group to build comprehensive function, integration and interface requirements for the implementation of then newly acquired HR suite.  

Major Integrated Hotel and Gaming Resort Property in Macau

Critical Success Factor/s

• Business Process Design & Development
• SOP development coaching

Challenge:  This Property was probably the most aggressive undertaking for an Integrated Resort (IR) in the SE Asia. Along with the opening of a world class destination resort, including a roof-top Wave Pool; two hotel partners were part of this grand plan.

The team played multiple roles in this effort including Business Process Development across the entire enterprise (Gaming and Non-Gaming) and Shared Services modeling.

Solution:  The team worked in close partnership with the client’s IT and Business areas to leverage extensive Asian Gaming/IR Business Process Development experience; and ensured that the most critical processes and systems were in place in order to meet an aggressive opening date for Phase 1. Our solution included a broad range of functions including: Cage, Credit & Collection, Table Games, EGM, Casino Marketing, Casino Accounting, Security, Surveillance, Finance & Accounting, HR, IS&T, Engineering, Marketing, Hotel, Retail, F&B and Procurement.