Page 43 - HKMA TA2020 Souvenir Programme

Excellence Award Special Award

“Career Advancement Program” Best in Career Development
Wynn Resorts (Macau) S.A.

Wynn has always seen training as a strategic investment, an essential ingredient in ensuring the professionalism, motivation and retention of its
workforce. It is in this spirit that Wynn’s Career Advancement Program (C.A.P.) was created to nuture local talent and elevate deserving team members to
management positions.
C.A.P. offers participants a variety of totally new and exciting career opportunities. This approach is quite different from regular career development
initiatives, which trpically offer vertical development along an existing career path. The C.A.P. is designed to meet a number of specific needs:
• Industry needs married with government aims - The Macau Government expects industry leaders to develop local talent for elevation to

managerial positions. However, locals working in Gaming positions typically do not possess the skills to transition to other areas, creating a deficit of
local industry experts
• Wynn’s need for Hospitality professionals - Hospitality sector careers have not developed at the same rate as in the Gaming sector. As an
acclaimed luxury integrated resort, Wynn needs highly skilled managers. However, the local talent pool is small and shallow
• Team members’ need for career growth opportunities - Gaming operates with a very flat hierarchical structure, severely limiting opportunities for
advancement
Also unlike other programs where individuals are nominated or appointed, joining C.A.P. requires participants to proactively apply and qualify for
selection. This approach guarantees an exceptionally high level of commitment. C.A.P. is open to Gaming team members with a minimum of 2 years’
service and is reserved exclusively for those in junior positions. Upon completion of the 60-week program, graduates of C.A.P. are offered an Assistant
Manager role.
In designing the format and program content, the emphasis is on ensuring graduates possess the skills, confidence and knowledge to quickly integrate
into teams of industry professionals. To achieve this, the learning and development environment was structured as follows:
• 70% of time is allocated to training on-the-job. This provides practical experience in a wide variety of service situations and styles, allowing
participants to develop confidence and credibility in a hospitality service environment
• 15% of time allocated to creating partnerships. To help ensure the developmental journey is completed with confidence, participants are
connected with sponsiors from the management team who provide personal mentorship
• 15% of time dedicated to attending theory classes. This equips participants with a “tool box” of competencies, including professional knowledge,
management skills, leadership, mental agility and personal well-being
Growth in both personal and professional domains enables participants to transition through different phases of development. The program is structured
to build a foundation of excitement for the journey ahead, developing confidence in newly learnt abilities and the achievement of learning milestones.
Participants gain professional credibility and establish their personal brand as a member of management, which ultimately leads to the success of the
program.

Comments from Adjudicators
It was an industry-specific and unique programme that addressed career development for dealers and young talents in the gaming industry. A smart yet
cost-efficient programme which motivated and uncovered raising stars within the company.
Through a systematic flow of training and development process, the employees went through from selection to “graduation” with clear and relevant
course content including technical, management and leadership skills and personal well-being. The results were commendable with a newly created
career ladder from within.
All in all, an excellent career development programme targeted staff engagement and retention which would contribute positively to the hotel industry in
the long term.

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