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Did you know that MGM equates to ‘making great moments’? No wonder the company believes that success can only be earned when everyone can be at their best and deliver their best.

MGM China won a series of awards at the inaugural Employee Experience Awards 2021, Singapore, namely: 

  • Gold for Best Career Development Programme
  • Gold for Best Employer Branding
  • Bronze for Best Learning and Development Programme
  • Bronze for Best Management Training Programme 

Read on for MGM China's winning secrets on democratising the greatness of its constituents, i.e. employees, customers, and more.

Q What are MGM’s principles in building employee experience?

Designing robust employee experience is our core strategy of becoming an employer of choice. We are well aware that our success can only be earned when everyone can be at their best and deliver their best. To achieve this, it is crucial to look after the people that mean the most to the company, namely, our employees, customers, communities, shareholders, business partners, and the environment.

Guided by our ethos ‘unleashing greatness’, we aim to empower, democratise and unleash the greatness of our constituents.

Q What challenges did you face in laying out your ethos and employee experience?

The challenges we face in our business environment span workforce limitations, competition, regulatory policies, increasing expectations of shareholders, and more.

The need for leadership development is especially acute as we have to contend with a very small local workforce and low unemployment. At the same time, we need to be flexible to respond to disruptive events such as the COVID-19 situation. As a listed company, good corporate citizenship and responsible tourism to the communities are also expected.

Overall, these changes in the business environment, require MGM to make changes to our strategies and operating model. One of the critical areas is to focus on developing leadership and organisational capabilities to meet the challenges of today and tomorrow.

Q What is your winning strategy?

MGM equates to ‘making great moments’, our brand philosophy that leads to our endeavour to engage with our employees and communities. At MGM, we strive to create a culture of greatness in line with our brand values.

A culture of greatness can only be achieved through our people.

We strive to be an employer of choice for our employees by creating many great moments with our outstanding work environment, well-being and recognition programmes and to realise their fullest potential.

Our 'GREAT' brand represents the integration of our culture with our brand strategy. We believe that we need to ‘build our great brand and culture from the inside-out’. As such, we ensure that we provide internal employee experiences to resonate with the intended brand experiences for our customers.

Q What are the tools used to measure the outcomes of your strategy?

'Unleashing greatness' serves as the core talent development strategy for over 10,000 employees in MGM, where its effective implementation is reflected in various measures. One of the major indicators is the 65+ training hours per head in the past year, which is higher than the industry average of 40 hours. Over 80% of the employees have benefited from the MGM Academy’s offering every year.

The training initiatives of 'Unleashing greatness' also greatly contribute to the achievement of our five-star rating honoured upon us by Forbes Travel Guide in 2021, naming MGM MACAU one of the only 283 Forbes Five-Star Hotels in the world.

Q What are the lessons learned during this process?

During COVID-19, successful businesses adapted quickly to meet the rising demand such as work-from-home, door-to-door service, or leveraging new technological solutions, etc. Here at MGM, we learned to seize opportunities to reevaluate our learning formats, programsme, and partnerships with our learning counterparts in the communities.

These include the launch of our brand-new distance learning platform, which allows trainers and users to interact digitally, greatly transforming the learning landscape in the company. The game-changing initiative also established a solid foundation for our post-pandemic corporate learning strategy, including for the new norm of hospitality training, future skills, expertise development, and many more. 

Read more interviews on why organisations have won trophies for their HR practices - head over to our Winning Secrets' section!