Melco Resorts & Entertainment Limited has launched the ‘In Your Shoes’ program for its management team to experience A Day in the Life of frontline colleagues to facilitate and enhance communications and deliver better service quality. Under the new Melco initiative, the company’s leaders including property presidents Mr. David Sisk of City of Dreams; Mr. Geoff Andres of Studio City; Mr. Andy Choy of Altira Macau and other senior management colleagues were invited to engage in roles at various hotel departments such as Housekeeping and Food & Beverage. To date, more than 70 colleagues have taken part in the program at five ‘In Your Shoes’ sessions held across Melco’s resort properties. Further sessions are scheduled for the coming months with the objective to help the management team advance their knowledge on frontline roles, experience and identify the day-to-day complications faced by colleagues, and to then help devise and implement practical solutions, thus improving service quality and the employee work environment.
Ms. Akiko Takahashi, Executive Vice President and Chief of Staff to Chairman and CEO of Melco, said, “We recognize people and culture as key drivers of our success. It is also the reason why we can provide the highest-quality experiences to guests every day at our resorts. In our commitment to be an employer which people choose to work for and stay with, we believe in the importance of communication between colleagues of all levels. We trust that the ‘In Your Shoes’ program will effectively provide such an opportunity to benefit all colleagues and teams at Melco, enabling more effective teamwork in our bid to provide guests with the most memorable experiences.”
After spending an afternoon in the life of a Housekeeping Attendant at Morpheus together with three other senior management colleagues, Mr. David Sisk, Property President of City of Dreams Macau, said, “With more than 8,000 people working at City of Dreams Macau, I am always looking for ways to gain their perspectives and ideas to improve what we do and how we do it. This project is a wonderful opportunity offering just that. It was insightful to get to understand in greater depth the operational ins and outs of the housekeeping team, to see the obstacles they are faced with daily and the teamwork and efforts required to overcome these.”
