Casino Guests Are Talking About Your Service - Globally
For Lyle
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Understanding Table Games Yield Management
10 Ways to Make Your Rewards Program More Successful
Do You Know If Your Casino Is Fanatically Loved By Its Customers?
4 Valuable Guest Service Lessons from Outside the Casino Industry
Casinos Must Re-Engineer for A Guest Service Business Model
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Developing More Effective Promotions
I am your customer
I am your customer
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Stop the Stupid Mystery Shops
Thoughts On The Young Gaming Customer
People to Watch - Andrew MacDonald
How Much Is One Hundred Singapore Dollars Worth?
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Make Guest Service Your Casino’s Defense Against Tough Times
Macau Must Embrace An Integrated Responsible Gaming Framework
Great Scott
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Bringing Scrutiny to Table Games Part 2: The out of control cost of doing business!
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Terrorism, anti-terrorism and the law
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MACAU GAMING POLICY UPDATE
Macau’s Tree of Prosperity – A glimpse of what it is to be
Bringing Scrutiny to Table Games Part 2: The out of control cost of doing business!
THE JAMES BOND-SYNDROME
The Gaming Village Must Deliver An Exceptional Guest Experience
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Resolutions for 2008: Purpose, Strength, Simplicity
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Five Simple Solutions for the Managerially Challenged
Chinese Gaming Numerology
Experiential Casino Marketing
Employee Turnover: Workers Should Think Before They Walk
TABLE GAMES DEPARTMENT EVALUATIONS
The ROI Question: Answer It By Measuring Guest Advocates
Surviving the Macau Manager Turnstile: Counsel for Expat Managers
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The Casino Of The Immediate Future
Move from Employee Turnover Problem to Advocacy Solution

GROWING PAINS
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Poker and Teen Addiction
Analyzing the Current Growth Options for Casino Companies
Embrace Change to Create the Casino of the Future
Table Game Protection Training: SELLING FEAR
Leprosy, Ebola Virus, Bubonic Plague and Problem Gaming
When To Ask For The Money Back…
Casino Managers Should Win Guests' Hearts In Big Way
Kaliningrad - Europe's first modern Gambling Destination?
New Year 2007
Casinos Face A Challenge from Lack of Confidence
The Battle of Feng Shui and Luck in Macau – May the ‘qi’ be with you!
SUSPECTED ADVANTAGE PLAYERS IN TABLE GAMES.
Singapore Casino Update November 21, 2006
Cash Back vs Cash Rewards: What are the real costs?
UK Casino Advisory Panel’s ‘Tour of Great Britain’
Macau – A lesson in scarcity, value and politics
Chinese and their Gambling Movies
Can we afford to wait for 2012?
Lake Tahoe musings - a look at the UK
"The Catwalk"
Employee Advocates Love Coming to Work
I Love Tiger Slots
Winning the Singapore Bid: A Lesson in Product Attributes and Positioning
Complaint-Handling in a Casino
The Path to Success Is Not In the Knowing, It’s in the Doing
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An Added Perspective towards Casino Gambling in Singapore
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A Description of My Last Visit to XYZ Casino
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The Role of the Casino Supervisor in Gaming
Chinese Gambling Superstitions and Taboos
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A Few Kind Words About Gam(bl)ers
A Commitment to Guest Service Is Crucial At Casinos and
Taking Customer Service to the Breaking Point
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Implied Gaming
More Important Keys to Improving Casino Guest Service
Seven Keys to Improving Casino Guest Service
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The phenomena of the games
Canadian Gaming Summit Speech
Just Say No to Boring Training!
Broken All Your New Year’s Resolutions?
Six Principles for Leading During Uncertain Times
Casino Customer Service Is the Key to Success

TABLE REWARDS - DESIGNING A LOYALTY PROGRAM
THE CASINO EXECUTIVE’S CLOTHES
Casino Player Rating Systems.
The Empire Strikes Back.
The Collapsible Virtual Casino Marketing Dream Team of the Future
West World
Table Games: Achieving double digit growth in a mature market?
Dealing with High Rollers
Some Tips on Maximising the Value of Consultants.
New Table Games: Do we often kill what we try to create?
Fundamentals of Blackjack
Throwing out Ties (Absolute versus Relative Probability)
The Guide to Good Gambling
Mathematical Expectation
Money Management
Baiting the Hook
Law of Averages
Improving Table Games Profits through Innovation
Hold Percentage
Sub Optimisation
Against the Gods : The Remarkable Story of Risk
 
Articles
People to Watch - Andrew MacDonald
by Roger Gros

Singapore Song
Andrew MacDonald
Executive Vice President, Gaming, Marina Bay Sands

Andrew MacDonald was chosen as one of Global Gaming Business' People to Watch because of his work as an investment banker with Australia's Macquarie Capital Advisors in New York, which is building an investment banking division. MacDonald headed up the bank's gaming division.


But in the short time between the announcement and the interview, MacDonald was named the executive vice president of gaming for Marina Bay Sands, the Singapore integrated resort being developed by Las Vegas Sands.


"I'm really sad to be leaving Macquarie because we've had some great success and are just about ready to make some big moves to compete with the Goldmans and the UBSs of the world," he says. "But I'm leaving the business in capable hands to take advantage of a once-in-a-lifetime opportunity."


MacDonald knows about pouncing on opportunities. His talents have taken him in 30 years from a dealer at Hobart, Australia's Wrest Point casino, to leadership positions at organizations such as Crown Casino, SkyCity Casinos, the Queensland Casino Control Division and Genting in Malaysia.

During his time moving about Australia, he founded an educational website called Urbino.net, one of the first sites to provide literate information on the gaming industry.


"When I became a gaming analyst at the Adelaide casino in 1990, I found there was a real dearth of information on gaming," he explains. "I was looking for information on dead-chip programs, incentive programs, and even such simple things as the mathematics that makes all this work. There wasn't much out there. And most of it was written for players, not management. The list of people who have contributed over time and the information they provided has been exceptional. It's a true resource designed to help people understand how casinos work."


MacDonald is eager to move to Singapore to get started. He admires the way the government has gone about setting up a gaming industry.


"In the four or five years since the process started," he says, "the Singaporeans have gone about it in a very methodical, very orderly way. They've come up with a model for integrated resorts which is now the benchmark for other countries to copy."


At Marina Bay Sands, MacDonald will put his experience in gaming operations to work, along with colleagues Steve Karoul and Ken Davie.


"Working with a quality operating team like Steve, Ken and others will make it a lot easier to make the transition," he says. "I'm looking forward to sitting down with them and talking through all the issues."


One of the major issues facing MacDonald will be how the Singapore government sets the VIP model. The two options are the U.S. model, where the casino pays a junket operator a set fee and a possible percentage of the players' losses, or the Macau model, where the casino pays the junket operator a percentage of the players' buy-in. While the final decision had not been made at press time, MacDonald expects a more U.S.-style model.


"The government did a thorough study of the VIP market, and it is likely that their decision will be based on the best outcomes for the Singapore market," he says. "It would be unlikely that we'll be working with the traditional Macau model, so I prefer that we would deal directly with high-net-worth individuals, providing the regulatory system allows appropriate levels of credit or check-cashing facilities."


In the end, MacDonald is pleased to be back in the market he knows so well.


"Asia is the place to be right now," he says. "The potential is enormous and anyone who wants to be in the center of the action, wants to be here."




Date Posted: 01-Jan-2010