Sands China Successfully Concludes ‘Quality Retail Service’ Seminar Series

‘Tourism + retail’ initiative attracts over 520 participants

（Macao, Nov. 26, 2024）– Co-organised by Sands China Ltd., the Macao Government Tourism Office, and the Macao Consumer Council, the Quality Retail Service seminar series was a resounding success, wrapping up Nov. 20 after attracting more than 520 participants.

The Quality Retail Service seminar series targeted retail and tourism industry practitioners in Macao, merchants of the Quality Tourism Services Accreditation Scheme, and Certified Shops and Adherents. Over the course of the series, four seminars were held between June and November at The Londoner® Macao and The Venetian® Macao to enhance knowledge in the retail industry, thereby improving customers’ shopping experiences in Macao. Each seminar focused on a specific theme: industrial adaptability, talent development, excellent service, and customer loyalty. The seminar series has drawn the attendance of 950 participants since its inauguration in 2023. 

“Shopping has always been an important experience in travelling,” said Dr. Wilfred Wong, executive vice chairman of Sands China Ltd. “Hence, we are honoured to have co-organised the Quality Retail Service seminar series with MGTO and the Macao Consumer Council. As we take advantage of the experience of our retailers and industrial representatives to elevate the quality of retail service and the experience of tourists who visit Macao, we help propel the development of Macao into a world centre of tourism and leisure. This initiative has seen eager response from Macao’s retail professionals since its launch last year. In line with the Macao SAR government’s ‘tourism+’ policy, we will continue to improve service quality in tourism-related industries by setting up various trainings, in hopes to inject vitality into Macao’s moderate economic diversification and work together to shape the city’s image.” 

The seminar topics and their presenters were:

• Embracing Change: Retail’s Adaptive Edge, José Chan Rodrigues, director general of Macau Live Streaming Association
• Retail’s Competitive Edge: Exceptional Talent, Ophella Tang, retailer and business development senior manager of LUSH  
• Retail Triumph: Elevating Customers, Elevating Business, Jack Chang Chak Io, executive director of GS1 Macao, China    
• Elevating Retail through the Loyalty of Devoted Customers, Jessica Lei, director manager of Ourivesaria e Joalharia Cherry Limitada 

Ms. Cheong, one of the attendees, stated that the seminars offer the industry valuable and practical information in areas such as imparting modern management concepts, enhancing industry expertise, and improving service quality.

The Quality Retail Service seminar series is offered by Sands China via the company’s Sands Retail Academy, for which the company won the PATA Gold Awards 2023 in the Human Capital Development Initiative category. 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 over 13,000 retail practitioners in Macao to date, further enhancing overall service quality and work effectiveness in the tourism sector.

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.