Sands China Kicks Off 2024 'Quality Retail Service' Seminar Series with MGTO and Consumer Council

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

(Macao, Jun 26, 2024) – Co-organised by Sands China Ltd., the Macao Government Tourism Office (MGTO), and the Macao Consumer Council, the 2024 Quality Retail Service seminar series kicked off Wednesday with an opening ceremony at The Londoner^® Macao, followed by the first seminar in the series on new media marketing.

Now in its second edition, 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. The series received positive feedback last year, with more than 430 people participating.

Over the course of the 2024 series, four seminars are being held from June through the end of the year to enhance knowledge in the retail industry, thereby improving customers' shopping experiences in Macao. Each seminar focuses on a specific theme: new media marketing, talent development, customer experience, and customer loyalty.

Paulo Cheong, vice president of human resources of Sands China Ltd., said: "Presently, Macao stands as a centre of tourism and leisure, and its reputation is poised for further growth. Therefore, we are delighted to announce the continuation of this seminar series, specifically tailored to empower retail and tourism professionals with the essential tools and invaluable insights needed to excel in a dynamic environment. Through this series, our objective is to elevate the overall service quality within Macao's retail industry. We are proud to collaborate with MGTO and the Macao Consumer Council in our efforts to enhance the retail sector in support of the moderate economic diversification of Macao."

Around 200 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: "Shopping constitutes a significant portion of visitors' consumption in Macao; therefore, it is imperative that we continue to elevate the service quality within the retail industry. Through this year's series of seminars, our goal is to equip retail professionals with progressive retail service concepts and skills. We aim to ensure that tourists experience the impact of exceptional service while shopping in Macao, thereby enhancing the overall travel experience and driving the sustainable development of Macao's tourism industry."

Leong Pek San, president of the Macao SAR Government Consumer Council, said: "Integrity and high-quality service are crucial in propelling Macao to become a world centre of tourism and leisure. We anticipate that through informative lectures, we can better support the retail industry in equipping themselves and elevating their competitive edge and overall service standards. Together, we are committed to fostering a favourable reputation for 'Integrity Macao' and cultivating a city image that embodies 'integrity' and 'travel-friendliness.'"

After the opening ceremony, José Chan Rodrigues, director general of the Macau Live Streaming Association, delivered the first seminar in the series on new media marketing. Rodrigues is a local programme host, an artist and a live broadcaster. At his seminar, he shared how to use new media tools to build a personal brand image, build relationships with customers, and attract them to stores. He also demonstrated how to share product features and conduct event promotions via online platforms, and explained how online and offline businesses drive each other.

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 720 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 12,000 retail practitioners in Macao to date, further enhancing overall service quality and work effectiveness in the tourism sector. A testament to its success, the Sands Retail Academy was a winner in the PATA Gold Awards 2023 in the Human Capital Development Initiative category.

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.