Robust team training and thorough process evaluation are needed from the start when implementing smart tables into casinos, Graeme Croft, Vice President of Table Operations at MGM China, said today (Wednesday).
Croft was part of a round table centered on the theme ‘Smart Table: New Era of Cohabitating with Innovations’, and included in the G2E Asia conference held at The Venetian.
The implementation of “smart” gaming tables in Macau casinos has become a hot topic of late, due to their capacity to collect and analyze gameplay data.
In a recent report, Citi revealed that such tables now represent approximately 10 percent of all tables in the SAR, citing its use across various casinos in the city, including observations at MGM, Londoner Casino, and Wynn, and plans for further rollout by Galaxy, Melco, and SJM throughout 2024.
In MGM China’s first quarter conference call, the group’s CFO and President, Hubert Wang, described that thanks to the capability of tracking all the play, smart tables allow operators to have a lot more data to be used for precision marketing based on various customers’ playing levels and for real-time rewards.
In the talk today, the MGM China Vice President of Table Operations emphasized the transformative potential of smart tables in gaming operations, from improving efficiency and security to enhancing the player experience.
However, he warned that the transition requires meticulous planning and a dedicated team.
“One of the critical factors is ensuring a strong training team and examining all processes,” Croft stated. “This is vital because the system involves many moving parts. While the basic game mechanics remain the same, there are idiosyncrasies such as side bets that require consideration. It’s crucial to get everyone on board and synchronize all departments.”
Croft also highlighted the importance of workshops and feedback sessions with dealers and sellers. “Receiving feedback from our team members and working with adaptable vendors is essential. Training is a continuous process, and it may take about six months to see significant changes.”
Benchmarking is another key aspect of the implementation process. “We benchmark many of our processes, timing them and making layout adjustments as needed,” Croft explained. “By identifying where staff performance deviates from expectations, we can provide targeted training and coaching. Placing the right people in the right roles is crucial for improvement.”
Operational efficiency is a major benefit of smart tables, according to Croft. “Automation enhances efficiency in various tasks such as closing tables, credits, ratings, and rolling tables. The time saved on these tasks compared to manual operations is substantial, leading to significant outcomes.”
Smart tables also offer improvements in security and integrity. “With automated systems, thresholds can be increased without waiting for supervisor approval, enhancing the player experience. Additionally, the security of chips and transactions is bolstered, protecting company assets and reducing fraudulent activities like collusion,” Croft noted.
Moreover, smart tables address issues such as payment discrepancies. “Dealers, being human, can make mistakes, resulting in over or under payments. The data and alerts provided by the system help in managing and correcting these errors, contributing to overall operational integrity.”
