MGM China VP stresses training and evaluation for smart tables implementation at G2E Asia

Graeme Croft, Vice President of Table Operations at MGM China, emphasized the importance of robust team training and thorough process evaluation when implementing smart tables into casinos.

Craft made these comments at a round table discussion titled ‘Smart Table: New Era of Cohabitating with Innovations’ at the G2E Asia conference held at The Venetian Macao last week.

Smart gaming tables, capable of collecting and analyzing gameplay data, have become a significant topic in Macau casinos. A recent Citi report revealed that these tables now represent approximately 10 percent of all tables in the SAR, Macau Business reported. They are now being used at various casinos, including MGM, Londoner Casino, and Wynn, with plans for further rollout by Galaxy, Melco, and SJM throughout 2024.

During MGM China’s first-quarter conference call, CFO and President Hubert Wang stated that smart tables enable operators to utilize extensive data for precision marketing and real-time rewards based on customers' playing levels.

At the conference, Croft emphasized the transformative potential of smart tables in gaming operations, from improving efficiency and security to enhancing the player experience. However, he cautioned 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. 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 was quoted as saying in the report.

Croft also highlighted the importance of workshops and feedback sessions with dealers and sellers in ensuring successful implementation.

 “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,” he said.

Talking about the implementation process, he said: “We benchmark many of our processes, timing them and making layout adjustments as needed. 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.”

“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,” he added, as per the report.

Croft also highlighted the improvements in security and integrity that smart tables offer to casinos. “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,” the executive said.