The success of the Company depends on our people. They drive our business and sustainability goals and help us create premium guest experiences in our resort each and every day.
The Heart of our Business
Our culture of excellence is what differentiates us, and our colleagues’ perspectives and ideas help improve what we do and how we do it. By placing colleagues at the core of our corporate strategy, we create a best-in-class working environment for them.
Through the dedication of our colleagues, Studio City garnered the Forbes Travel Guide Five-Star recognition for its hotel, spa and restaurant for two consecutive years in 2020.
Culture of Excellence – Systems Aligned to Premium Brand Standards
Our colleagues take great pride in the reputation for our culture of excellence. From the top, our leadership is committed to creating an environment where our standards set the benchmark. Our premium levels of service are achieved by our people, who are supported through a system that integrates:
- Leadership vision and commitment
- An environment that fosters success
- Diligent processes and structures for delivery of our brand promise, including a training system that delivers meaningful programs and customized content
- Continuous measurement of service delivery and behavioral standards
- Attractive reward structures
- A culture that celebrates our achievements
At Studio City, we believe every day offers an opportunity to grow. Our highly structured training system and its related programs are established to both empower our colleagues in developing their careers, and provide the cornerstone of our genuine, memorable and first-class service standards.
Workforce Inclusion and Diversity – An Equal Opportunity Employer
Our people come from all parts of the world and all walks of life. Ensuring that our workplace is respectful and bias-free is essential for our success. We are an equal opportunity employer. We do not tolerate any form of discrimination or harassment based on age, race, religion, gender identity, sexual orientation, disability, parental/marital status or other non-meritocratic factors.
Work Environment – Where People Feel Valued, Cared For and Recognized
Receiving and responding to our colleagues’ open feedback is the most direct way of caring for our people and improving our service quality.
The 'In Your Shoes' program was introduced for the management team to experience ‘A Day in the Life of’ frontline colleagues. Members of the management team and other senior management colleagues use this as a precious chance to advance their understanding of frontline roles in areas such as Housekeeping and F&B, experience first-hand the day-to-day complications faced by colleagues, and gain insights that will boost team spirit and help them devise and implement practical solutions.
Our premium service extends not just to our guests but also internally to our colleagues. Our colleagues spend an important part of their working days in our resorts, and we have invested in designing and building what we call “Heart-of-House” to take care of our people. The Heart-of-House contains facilities and amenities such as:
- Dining rooms for colleagues that offer an extensive selection of varied cuisines including stations with Asian, international and healthy options
- Learning Academy training center with course offerings and onsite facilities for all levels of career and skill development
- Relaxation rooms fitted with amenities like massage chairs, hammocks and TVs
- Break areas to relax with a coffee, tea or other refreshments, all with access to computers for browsing
- Concierge desk for colleagues
Safety and Health – Keeping Our Colleagues and Guests Safe
The safety of our colleagues, guests and contractors is of paramount importance. We work in concert with the government and local authorities, and also invest in people and technology to address safety and health matters.
We have extensive experience dealing with a range of incidents and other serious emergencies. Our crisis management and disaster prevention measures are overseen and responded to by the security and safety teams. Our emergency management planning and procedures include a robust crisis management plan and regular training and drills for all colleagues, including on appropriate responses to fires and any other need for evacuation.
Occupational Safety & Health
Our Occupational Safety and Health (“OSH”) Policy evidences our pledge to comply with legal requirements, to prevent injuries and illnesses, and to continual improvement in OSH performance. Maintaining our safety and health standards in our resort is also achieved through strict compliance to the requirements of our OSH management systems with our operation also being certified to the ISO 45001 standard.
Our colleagues are required to attend OSH training during induction, ongoing industry safety training and regular OSH refresher courses. We engage our contractors in mandatory OSH orientation training and continuously monitor onsite practices to ensure the avoidance of hazards and the adoption of best practices. All training covers applicable topics in accordance with ISO 45001 requirements.
We adopt a holistic approach to safety in all public areas of our resort. External risk engineers perform quarterly assessments of key public areas such as hotel rooms, entertainment attractions, all guest elevators, and main entrances/exits of the resort to ensure these areas satisfy international safety standards. Any significant near miss or actual incident is reviewed by the Chief Risk Officer and, depending on severity, relevant Business Unit heads to identify and implement corrective and preventive actions. We also maintain Emergency Response Teams at each resort and collaborate with local emergency response teams on site-specific plans.
Excellence in Studio City’s food and beverage experience is founded upon our impeccable food safety standards. Our world-class restaurant line-up is an integral part of our brand appeal. Food quality and hygiene at all food outlets, for guests and our colleagues, are regularly assessed and audited by our F&B department managers and our highly trained Food Safety team, as well as external advisors, including the Food Safety Centre of the Macao SAR.
Indoor Air Quality
Indoor air quality in both our guest and Heart-of-House areas is monitored by installed sensors to ensure compliance with applicable requirements and prompt actions are taken by our in-house engineers to rectify any need for repairs. Patrolling security officers ensure that smoking is restricted to designated smoking areas and colleagues are also encouraged to report any violations of the lawful smoking policy.