SANDS CHINA HUMAN RESOURCES 2024 02 1 5 3 7 9 10 26 40 51 48 Overview Message from the Executive Vice Chairman Message from the CEO Message from the Senior Vice President of Human Resources Shaping the Future with Tailored Development Supporting the Career Development of Team Members Growing with Partners Guiding Youth Towards a Bright Future Creating a Warm and Supportive Workplace All-Round Benefits – “Work Life 360” Promoting Equality, Inclusion, Dedication and Trust Building a Community of Diversity and Inclusion Supporting Team Members in Charitable Activities: Sands Cares Deepening National Understanding, Strengthening Pride in the Nation and Macao Engaging the Community Looking Forward — Leaping Forward Side by Side Awards in 2024 CONTENTS
SANDS CHINA HUMAN RESOURCES 2024 2 3 OVERVIEW Rooted in Macao for over two decades, Sands China has built a company of more than 27,000 Team Members, standing as the city’s largest integrated resort operator and private employer. Leveraging our diverse business strengths, we offer opportunities across more than 1,400 job categories in convention and exhibition, hospitality, dining, entertainment, retail, and other sectors. Over the past two decades, we have remained committed to serving with care, putting people first, and adapting to change. We have developed a highly skilled, diverse workforce embracing excellence. Aligned with the Macao SAR Government’s “1+4” strategy for appropriate economic diversification, we contribute to the city’s development as a World Centre of Tourism and Leisure. We invest in people, providing tailored training and partnering with leading educational institutions to create comprehensive career pathways. These opportunities enable individuals to explore different roles and fields, advance their careers, and pursue lifelong learning. We have also built a workplace that is warm and welcoming, prioritising our Team Members’ health, well-being, and career satisfaction. Beyond our business endeavours, we continually support charitable activities, contribute to local education, promote social inclusion, and give back to our community. Upholding diversity, genuine care, and companionship, we are dedicated to our responsibilities to society, working with our partners to shape a sustainable future for all.
SANDS CHINA HUMAN RESOURCES 2024 4 5 MESSAGE FROM THE EXECUTIVE VICE CHAIRMAN For over two decades, Sands China has experienced remarkable growth, driven by government support, community engagement, and the unwavering dedication of our Team Members. From the launch of Sands Macao in 2004 to the openings of The Venetian Macao in 2007, The Plaza Macao in 2008, The Parisian Macao in 2016, and The Londoner Macao in 2023, our journey has been defined by the strong commitment of our workforce and a steady influx of fresh talent. This powerful combination has propelled us to extraordinary heights, building landmarks and tourism attractions one after another, and cementing our status as the largest leisure enterprise and private employer in Macao. Talent is the lifeblood not just of our company but of any organisation’s sustainable growth. Without our talented Team Members, our ambitions would be far harder to achieve. To drive innovation, we must first have talented individuals with original ideas. That is why we strive to attract and develop talent by creating a supportive environment for innovation, developing new mechanisms for human resource development, breaking down barriers to talent growth, and encouraging our people to think boldly, so that we can drive our company forward together. I am proud to have worked alongside over 27,000 Team Members through both times of success and difficulties, including economic downturns and the upheaval of the pandemic. I am confident that, with unity and dedication, our Team Members will continue to overcome challenges, strive for excellence, and steer Sands China into an exciting new chapter of progress. Dr. Wilfred Wong Executive Vice Chairman, Sands China Ltd. MOVING FORWARD IN UNITY
SANDS CHINA HUMAN RESOURCES 2024 6 7 MESSAGE FROM THE CEO Talent is the foundation of a thriving nation, shaping societies and driving industries forward. Recognising this truth, great organisations attract and inspire talent, which in return fuels their success. At Sands China, our people are our greatest asset. We invest in the long-term, high-quality development of human capital, underpinned by diversity, inclusion, equality, and mutual trust. We create a workplace where everyone thrives, fostering a supportive and empowering environment. We champion the rights of women and disadvantaged groups, ensuring all in our company have the opportunities and support to rise and achieve their career aspirations. We value talent, nurture it, make the most of it, and do our utmost to retain it, because we firmly believe that talent is the driving force behind social progress, the source of corporate innovation, and the vital energy essential to business growth. By strengthening our professional team and maintaining a people-first approach, we enhance our Team Members’ satisfaction, belonging, and loyalty – key to ensuring our sustainable growth. Moving forward, all our Team Members will continue to embrace innovation, refining our personalised services and integrating smart technologies to deliver an exceptional experience for every guest, every time. Grant Chum Chief Executive Officer and Executive Director, Sands China Ltd. THRIVING TOGETHER WITH TRUST
SANDS CHINA HUMAN RESOURCES 2024 8 9 MESSAGE FROM THE SENIOR VICE PRESIDENT OF HUMAN RESOURCES BUILDING A PROSPEROUS MACAO WITH TALENT Since we opened the doors of Sands Macao 20 years ago, we have remained true to our guiding philosophy of “diversity, genuine care, and companionship.” While times have changed, our values have been steadfast. Our entire team works with unity, passion, dedication, and a proactive spirit. We continually bring fresh elements to Macao’s leisure and tourism sector. By adopting innovative and effective human resource strategies, we prepare the next generation for career success, persistently support local employment, foster a harmonious workplace, and build a thriving talent pool for our community. Just as our Team Members dedicate themselves to work, our company prioritises their well-being – physical, mental and beyond. Apart from routine healthcare, our support extends to their families, mental health, and retirement planning, creating a warm and supportive environment. Through a wide range of initiatives and structured support, we promote mutual trust and assistance, fostering shared growth and a brighter future. At Sands China, every Team Member embodies our shared vision and service culture, welcoming guests with professionalism, warmth, and respect. We take immense pride in our exceptional team, and reaffirm our guiding principle: “Because We Care.” Paulo Cheong Senior Vice President of Human Resources, Sands China Ltd.
10 11 SHAPING THE FUTURE WITH TAILORED DEVELOPMENT WHERE TALENT GROWS, SUCCESS FOLLOWS — A HUB FOR NURTURING TALENT SHAPING THE FUTURE WITH TAILORED DEVELOPMENT Talent is like a seed with boundless potential – it grows and flourishes when given the right care and environment. In just this way, we create tailored development programmes for Team Members at every level and in every role, as well as for students and youth professionals. Through effective development plans and targeted training models, including fast-track programmes, expert-led seminars, internships, and tailored initiatives in partnership with government departments, technical training institutes, and universities in Macao and around the world, we help talented individuals identify their career paths, while supporting our Team Members to steadily sharpen their skills for career advancement. Everyone has unique strengths, and success blooms when we are in roles where we excel. That is why our company champions horizontal career development, giving Team Members opportunities to gain experience across different fields. Our My Way programme facilitates horizontal career mobility, encouraging Team Members to discover their talents, gain self-awareness, and identify career paths that suit their skills and ambitions. This approach fosters growth for both our people and our company. As our comprehensive talent development platform, the Sands China Academy now includes eight subacademies, covering MICE, hospitality, integrated resort management, entertainment, facilities, responsible gaming, procurement, and retail. The Sands Retail Academy, for instance, collaborates with the Macao Government Tourism Office and the Consumer Council to deliver the Quality Retail Services seminar series. This initiative is designed to enhance the service quality in the local retail sector, and to ensure that retail professionals meet the level of excellence expected in integrated resorts. Meanwhile, the Sands Entertainment Academy offers a training and internship programme for aspiring technical and support staff in entertainment and event production. Aligned with the Macao SAR Government’s vision to make the city a hub for the performing arts, this programme helps local young people develop into skilled professionals in related fields.
12 13 SHAPING THE FUTURE WITH TAILORED DEVELOPMENT 90% 46% SUPPORTING THE CAREER DEVELOPMENT OF TEAM MEMBERS CAREER DEVELOPMENT DEVELOPMENT OF MANAGEMENT TALENT Ronald Leong Executive Director, Transportation and Resort Operations Terry Cheong Chief Engineer, Asset and Facilities Management “Sands China invests in our growth with abundant learning resources and promotion opportunities. I have had plenty of chances to develop through the company’s well-established development system. I have progressed from an entry-level role to my current position as a department head, with a much broader scope of responsibilities. I am genuinely grateful for the trust and support the company has shown me throughout my journey. Beyond career progress, I have forged strong friendships and professional ties. Our diverse and inclusive culture fosters collaboration and support, making this a rewarding place to work.” “Throughout my years at Sands China, I have seized every opportunity to learn and develop. When the horizontal career programme was launched, I moved to the Engineering Department. Since moving into a new role, I have been picking up new skills every day, including cost control, contract drafting, and procurement, areas that I had never worked in before. Step by step, I have built up my experience, and now I feel confident in my role. The horizontal career programme enhances Team Members’ competitiveness while supporting the company’s growth – a true win-win.” At Sands China, we firmly believe that career development drives both personal growth and our company’s sustainable development. Over 23,300 upward mobility opportunities 81% went to local Team Members 9,000 horizontal mobility opportunities 3,200 placements through the My Way horizontal mobility programme Over 5,800 successful employee-initiated internal transfers Our Team Members’ career development is integral to our success. We have consistently refined our training mechanisms, offering diverse opportunities for upward and horizontal career mobility, while enhancing Team Members’ vocational and professional skills. In 2024, each Team Member received an average of 81.64 hours of paid training – well above the 21-hour industry benchmark as reported by the Association for Talent Development (ATD). To develop high-calibre management professionals, we consistently introduce innovative and practical programmes like the Sands China Leadership Development Programme and the Manager Competence Development module. These initiatives foster forwardthinking leadership and enhance managerial skills, with nearly 3,500 Team Members at supervisor level and above having taken part so far. UPWARD MOBILITY HORIZONTAL MOBILITY As of December 2024, Sands China has provided Team Members with over 23,300 promotion opportunities, enabling them to strengthen their competitiveness and careers. The share of Macao residents in management roles has risen sharply, from 20% in 2004 to 90% today. As of December 2024, Sands China has provided over 9,000 horizontal mobility opportunities, with 5,800 team members transitioning to new roles and 3,200 gaining horizontal mobility experiences. of management roles at Sands China are held by local Team Members of them are women Training of Team Members Total training hours in 2024 Average training hours per team member Over 2.22 million hours Sands China: 81.64 hours Industry standard: 21 hours (as reported in the 2024 State of the Industry report by the ATD) 79.3% of all training hours were delivered to local Team Members
14 15 SHAPING THE FUTURE WITH TAILORED DEVELOPMENT SKILL ENHANCEMENT At Sands China, we are committed to supporting our Team Members’ professional and overall development through a wide range of training programmes and opportunities to participate in vocational skills competitions. ENCOURAGING SELF — LEARNING To foster continuous improvement, we have rolled out innovative self-learning initiatives that promote lifelong learning and personal growth. This year, with the opening of Londoner Grand, we built on the success of our award-winning Be a Londoner Guide training by launching the Tudor Rose Knowledge Programme. This immersive experience features 110 curated challenges and photogenic spots perfect for social media sharing, giving Team Members a deeper understanding of The Londoner Macao’s distinctive attractions. By completing these tasks, participants sharpen their skills and knowledge, enabling them to engage more effectively with guests. To date, more than 5,400 Team Members have completed the programme and earned their Tudor Rose Pins. Winnie Lai Butler, Paiza Grand, The Londoner Macao “A trainer once told me that learning is the only key to success, and I have found self-directed learning invaluable for my professional development. Through the Tudor Rose Knowledge Programme, I explored 110 photogenic spots and discovered fascinating stories behind British cultural icons like the Queen Elizabeth I statue and the red telephone box. My colleagues and I tackled the challenges together, sharing experiences that boosted our team spirit and made learning enjoyable. What I loved most about the assessment was its engaging topics. Rather than just reciting facts, I could share insights in my own way. It is a style I believe guests will enjoy, helping to make our hotel even more welcoming.” SUPPORTING PARTICIPATION IN SKILLS COMPETITIONS Sands China encourages Team Members to take part in regional and international skills competitions, enabling them to enhance their expertise and competitiveness. As of December 2024, over 900 Team Members have represented Sands China in various competitions, including the Tea Art Competition of the Guangdong-Hong Kong-Macao Greater Bay Area, the 11th Ming Xing Tea Specialists National Final Competition, the Guangdong-Hong Kong-Macao Greater Bay Area Shenhe Cup Vocational Skills Competition – Tea Art Vocational Skills Competition, the Hospitality Vocational Skills Competition, the Enterprise Human Resource Manager Vocational Skills Competition, the Macao Occupational Skills Recognition System (MORS) Gold Pin Competition, and the 6th Macao Integrated Tourism and Leisure Enterprise Vocational Skills Competition, co-hosted by the Macao Labour Affairs Bureau and the Macao Federation of Trade Unions. The 6th edition of the Macao Integrated Tourism and Leisure Enterprises Vocational Skills Competition 2024 Ming Xing Tea Specialists National Final Competition - Guangdong-Hong Kong-Macao Greater Bay Area Finalists Competition Macao Occupational Skills Recognition System Gold Pin Competition Hospitality Vocational Skills Competition Enterprise Human Resource Manager Vocational Skills Competition
16 17 SHAPING THE FUTURE WITH TAILORED DEVELOPMENT SUPPORT FOR EARNING INDUSTRY CERTIFICATIONS We support our Team Members in gaining professional certifications in hospitality, dining, events, facilities management, marketing, and many other fields. By December 2024, we have invested over MOP 4.25 million towards this effort, helping nearly 1,500 Team Members earn these certifications. Erik Chang Front Office Supervisor, The Venetian Macao Preparing for the competition involved multiple simulation training sessions, which strengthened my skills, adaptability, and confidence in guest service. This experience sharpened my expertise, deepened my passion for the industry, and reaffirmed my commitment to hospitality.” “Taking part in the MORS Gold Pin Competition had a positive impact on my career. I was hesitant at first, but my supervisor encouraged me with the words: ‘The hardest part is starting. If you don't try, you won’t succeed.’ That gave me the push I needed, and in the end, I came out a winner. PROFESSIONAL DEVELOPMENT We encourage our Team Members to embrace global trends and broaden their horizons. In 2024, through the Sands Hospitality Academy, we continued to provide workshops on international protocol and reception skills, Forbes standards training courses, and opportunities to join seminars and exchange activities on topics such as artificial intelligence. Our goal is to refine our Team Members’ hospitality skills to deliver exceptional service. Founded in 2012, the Sands Facilities Academy equips Team Members with high-quality, practical training. With a structured assessment system and comprehensive training database, our programmes are systematic, standardised, and tailored to industry needs, empowering our Team Members to elevate their professional skills. Sands China supports its Team Members in attending a forum on culture and tourism Sands China hosts a workshop on international hospitality and protocol. The Sands Facilities Academy offers practical, high-quality professional training. Sands China supports its Team Members in attending a seminar on AI and digital transformation in HR management.
18 19 SHAPING THE FUTURE WITH TAILORED DEVELOPMENT 600+ 550+ 8,600+ With 14 years at DFS, Ivonne heads a 76-member service team in the Beauty Department, overseeing brand products and driving sales initiatives. She recently completed a managerial competency development course at the Sands Retail Academy. Motivating Her Team Ivonne found the training, especially the team motivation module, highly valuable. It provided her with practical tools to boost performance while keeping the workplace enjoyable. She introduced recognition strategies such as a ranking system, public praise during meetings, and commendation cards, which significantly lifted team morale and engagement. Connecting with Younger Team Members Managing a multi-generational team can be challenging, especially when engaging with younger colleagues. At first, Ivonne struggled to connect, but the training helped her grasp their needs and perspectives. By adapting her approach, she enhanced communication and fostered stronger team unity. Sharing Her Experiences Ivonne now actively shares her insights with her team: “The training has made work more enjoyable. A motivated team is vital in retail and service. If we are not engaged, we can’t offer the best customer experience.” Now more confident in her leadership, Ivonne continues to lead her team in delivering outstanding service, supporting Macao’s growth as a World Centre of Tourism and Leisure. Launched in 2017 in partnership with the Macao Chamber of Commerce and the Macau Productivity and Technology Transfer Center, the Sands Procurement Academy supports local SMEs, young entrepreneurs, and Made-in-Macao businesses. By sharing business knowledge and operational skills relevant to working with large-scale enterprises like Sands China, the Academy helps strengthen capabilities of local suppliers. As of 2024, the Academy has delivered 16 training sessions for local SMEs, reaching over 600 suppliers, with more than 550 completing the training, totalling over 8,600 training hours. Ivonne Chua Head of Sales, DFS GROWING WITH PARTNERS Sands China is dedicated to nurturing professionals in Macao and raising local industry standards to meet international benchmarks. SANDS PROCUREMENT ACADEMY local suppliers participated in training courses local suppliers completed the training courses hours of training delivered Established in 2013, the Sands Retail Academy is committed to raising service standards across Macao’s retail sector. In 2023, the Academy partnered for the first time with the Macao Consumer Council and the Macao Government Tourism Office to launch the Quality Retail Service seminar series. The initiative aims to enhance service quality among retail and tourism professionals, including those working for merchants accredited under the Quality Tourism Services Accreditation Scheme and the Certified Shop Scheme, ultimately improving the shopping experience for visitors to Macao. The collaboration continued into 2024 with seminars led by industry experts and scholars. In line with the Macao SAR Government’s “Tourism + Shopping” strategy for cross-sector integration, the initiative applied varied training approaches to boost service quality in tourism, supporting Macao’s appropriate economic diversification and reinforcing the city’s position as a top shopping destination. By the end of 2024, the Sands Retail Academy had delivered over 1,800 training courses, providing more than 46,000 training hours to over 13,300 retail professionals. SANDS RETAIL ACADEMY
20 21 SHAPING THE FUTURE WITH TAILORED DEVELOPMENT GUIDING YOUTH TOWARDS A BRIGHT FUTURE Sands China is dedicated to nurturing professionals in Macao and raising local industry standards to meet international benchmarks. ELITE PROGRAMMES Since 2015, we have introduced innovative elite programmes to fast-track career growth for young people and aspiring professionals in the integrated resort sector, paving structured career pathways for them. In 2024, we began partnering with the Macao Labour Affairs Bureau to offer these programmes, with nearly 30 local young participants in the Fast Track Front Office Supervisor Trainee Programme, Fast Track Housekeeping Supervisor Trainee Programme, and the All-round Food & Beverage Management Programme, respectively. Our newly revamped Integrated Resort Business Analyst Development Programme, which opened for enrolment in July 2024, received an overwhelming response with over 450 applications. Furthermore, in 2024, we partnered with the Macao Labour Affairs Bureau to launch new talent development programmes in three areas, namely conference and exhibition management, fast-track development of security supervisors, and asset and facility management. THE ALL — ROUND CONVENTION AND EXHIBITION MANAGEMENT PROGRAMME HEARTS OF SANDS PROJECT — FAST TRACK SECURITY SUPERVISOR TRAINEE ASSET AND FACILITIES MANAGEMENT TALENT DEVELOPMENT PROGRAMME Offered by the Sands MICE Academy, this programme supports Macao’s “1+4” strategy for appropriate economic diversification. Leveraging Sands China’s extensive experience in MICE, we are cultivating management talent for the sector. Over 280 young people applied for the programme. Participants receive training and work experience, including internships in our conference and exhibition coordination department, online courses provided by LinkedIn (the world’s largest professional network), as well as training in integrated resort services, professional skills, and crossdepartmental learning. We also arrange for participants to obtain an international conference professional certification (ICAA/CICS - Certified International Convention Specialist), along with hospitality and food safety qualifications. Spanning 24 months across three phases, the programme culminates in assessments, with top-performing participants promoted to Convention & Exhibition Manager roles, fast-tracking their careers. The Sands Hospitality Academy launched Macao’s first Fast Track Security Supervisor Trainee programme to inspire young people to join the security industry. Using a “hire first, train later” approach, this programme nurtures local young professionals for our integrated resort’s security team. Participants undertake 15 months of intensive theoretical and practical learning. Upon successful completion and assessment, they will be promoted to Security Supervisors. The programme attracted over 360 local applicants. The Sands Hospitality Academy also offered Macao’s first Asset and Facilities Management Talent Development Programme. Following the same “hire first, train later” model, the programme combines theoretical training, cross-departmental training, and rotational placements across our company’s hotels. Those who have completed all training and assessments may advance to Supervisors or Managers in Asset and Facilities Management. The programme attracted over 100 local applicants by the end of 2024.
22 23 SHAPING THE FUTURE WITH TAILORED DEVELOPMENT Integrated Resort Business Analyst Development Programme “The Integrated Resort Business Analyst Development Programme gave me deep insights into the leisure industry. It not only connected me with colleagues from different departments, but also allowed me to experience their day-to-day operations first-hand. As someone new to the industry, I found this programme an invaluable experience. Through cross-departmental collaboration and discussions, I gained insights into various roles, the challenges and opportunities different teams face, the connections between departments. This exposure helped me develop a holistic business perspective, enhancing my ability to analyse data from multiple angles and propose integrated solutions. Moreover, I learned how companies maintain a competitive edge across different business areas and adapt to challenges in a complex business landscape.” Fast Track Front Office Supervisor Trainee Programme “My career journey began with Sands China’s Career Experience Opportunities Programme, which laid a solid foundation for my participation in this Fast Track Front Office Supervisor Trainee Programme. The programme immersed me in various hotel experiences, from experiencing hotel stays to exploring different facilities, all while undergoing cross-departmental training. This exposure deepened my understanding of hotel services from the guests’ perspective, enabling me to meet their needs. Learning from departments that work closely with the front office equipped me with new skills and broadened my knowledge of hotel operations. The experience has boosted my confidence and excitement for the future, preparing me to take on new challenges.” Fast Track Housekeeping Supervisor Trainee Programme “As a graduate of the Fast Track Housekeeping Supervisor Trainee Programme, I have gained invaluable experience throughout my career journey. Just 15 months after joining the programme, I completed the training and was promoted to Supervisor. This year, I have taken another step forward and been promoted to Housekeeping Head. This fast-track trainee programme not only enhanced my professional skills but also strengthened my confidence in managing housekeeping operations. From ensuring room cleanliness and comfort to handling unexpected challenges, the hands-on training programme covered many aspects of the role. Cross-departmental collaboration provided key insights into other operational teams, allowing me to refine my approach to service and leadership. The programme also helped me build good interpersonal relationships, deepening my understanding of customer service excellence. I look forward to driving my team’s growth and enhancing service quality in the years to come.” Alice Wu Senior Analyst, Market Development Cathy Cheang Front Office Supervisor, The Venetian Macao Bella Wong Housekeeping Head, The Parisian Macao COLLABORATION WITH EDUCATIONAL INSTITUTIONS To help students and young people in Macao and across the Greater Bay Area gain a better understanding of integrated resort operations, we consistently work with schools and universities to deliver effective training programmes and approaches. STAGE TECHNOLOGY AND EVENT PRODUCTION COURSE The Sands Entertainment Academy launched a new programme in 2022 to provide professional training for entertainment venue technicians and support technicians, extending the reach of our training to local secondary school students. A key initiative is the Stage Technology and Event Production Course, the first of its kind to target secondary students in Macao. Co-organised by Sands China and the Escola Luso-Chinesa Técnico-Profissional (a public school under the Education and Youth Development Bureau), this course provides secondary students with handson technical training in stage technology and event production. The first cohort of 12 students will graduate soon, having gained practical experience through a ninemonth internship at Sands China venues, including arenas, theatres, and banquet halls, in 2024. Another cohort of 15 students joined the course this year, bringing the total number of participants to 41 as of December 2024.
24 25 SHAPING THE FUTURE WITH TAILORED DEVELOPMENT SANDS CHINA INTEGRATED RESORT INTERNSHIP PROGRAMME Internships gave students valuable workplace experiences to develop their career paths. Outstanding interns may have the chance to join the Sands China family. In 2024, this programme welcomed 183 interns from eight educational institutions. Brandy Tang Intern (Strategic Analysis), Integrated Resort Internship Programme “The internship programme provided me with invaluable handson experience using data analysis tools. My colleagues and supervisors guided me in understanding the data support required for the company’s operations and how data informs key business decisions. In addition, the programme gave me insights into the vast workforce needed to run a large-scale integrated resort and the essential collaboration between departments. This experience helped me bridge the gap between academic knowledge and realworld applications. Having the opportunity to choose a specific department for my internship allowed me to explore my interests and identify my strengths, helping me plan my future career path with greater clarity. Through this experience, I developed a strong enthusiasm for data analytics, and I am grateful to the company for this opportunity.” CAREER EXPERIENCE OPPORTUNITIES PROGRAMME VISITS TO INTEGRATED RESORTS AND CAMPUS TALKS The Career Experience Opportunities Programme is the first and only scheme of its kind, giving local university students the opportunity to make productive use of their spare time through part-time roles, while receiving structured and comprehensive on-the-job professional training during their studies. Participants choose from hotel management, food and beverage management, and culinary management, and receive structured training over four years. Those who meet the required training hours and professional standards are given priority for employment as supervisory trainees after graduation. Since its launch, 167 local university students have taken part, with 34 of them eventually joining the Sands China family. Sands China partners with higher education institutions to showcase career opportunities to students. In 2024, we hosted 28 guided visits for nearly 920 students, covering departments such as Convention and Exhibition, Hotel Operations, Food and Beverage, and Asset and Facilities Management. Senior leaders from Cybersecurity, Strategic Analysis, and Convention and Exhibition also visited campuses to share industry insights. Sio Weng Ian Intern (Front Office), Career Experience Opportunities Programme “The programme gave me more flexibility than a conventional internship, allowing me to balance work with my studies while gaining hands-on experience through independent tasks. This strengthened my market knowledge, guest communication techniques, teamwork abilities, and time management skills. Juggling a flexible schedule with structured training was key to my personal growth. I also met professionals from various roles within the industry, and their insights into different challenges and experiences have been invaluable, helping me clarify my career goals and future direction.”
26 27 CREATING A WARM AND SUPPORTIVE WORKPLACE CREATING A WARM AND SUPPORTIVE WORKPLACE A DIVERSE, CARING, AND SUPPORTIVE WORKPLACE At Sands China, the well-being of our Team Members is vital to both their personal growth and the company’s long-term success. We foster a workplace where everyone feels valued, supported, and empowered, both at work and beyond. As a responsible employer, we consistently evolve our human capital management approaches to meet the changing needs of today’s workforce. We focus on talent development while promoting a holistic approach to well-being, prioritising physical and mental health, work–life balance, family relationships, workplace safety, and nutritious meals. Together, these efforts help ensure our Team Members stay healthy, enjoy their work, and make the most of life. We strive to build an inclusive, supportive, and trust-driven work environment. We are committed to supporting Team Members with family responsibilities, ensuring they can fully enjoy their time off. To share the joy of welcoming a new child, we offer maternity and paternity leave along with additional benefits. We also organise family activities, Team Member gatherings, and wellness events to foster a culture of care and connection. We deeply appreciate the dedication of our long-serving Team Members and express our gratitude for their loyalty. By 2024, over 56% of our workforce has been with us for more than a decade, reflecting a strong sense of belonging and commitment. A happy, stable team drives Sands China forward, and we are committed to keeping our workplace warm and supportive.
28 29 CREATING A WARM AND SUPPORTIVE WORKPLACE ALL — ROUND BENEFITS — “WORK LIFE 360” At Sands China, we prioritise the holistic well-being of our Team Members. Through Work Life 360, we offer a comprehensive range of wellness benefits across four key areas: mental health, physical health, family harmony, and personal competitiveness. This initiative helps Team Members maintain balance in their work, home, and social lives, promoting overall well-being. Over 30,000 people participated in related activities in 2024. CARING FOR MENTAL HEALTH We recognise that work and family pressures can affect both physical and mental health, so we place a strong emphasis on emotional management. Since 2011, our Employee Assistance Programme has provided a confidential 24-hour hotline and WeChat counselling for Team Members and their families. In partnership with Macau Sheng Kung Hui, we have rolled out various mental health initiatives. In 2024, we celebrated the fourth year of Happy 360 Month, an initiative built on five principles of emotional management. It included seminars, roadshows, wellness sessions, and parent-child activities, engaging around 4,000 participants. Our goal is to foster a positive mindset at work and in daily life, promoting lasting job satisfaction and work-life balance for our team. Kong Soi Ian Pit Supervisor, Table Games “Happy 360 is a brilliant initiative for reducing stress and encouraging positive thinking. I particularly love the aromatherapy yoga class. It is great for relaxation, lifts my spirits, and helps me stay mindful, improving my overall wellbeing. The workshops on managing challenges have given me practical tools to maintain a positive mindset, boosting my confidence in tough situations. By following the five principles of emotional management, I have become more aware of my feelings and how to handle them. For example, during a period of poor health, the ‘Stay Attentive to Body Responses’ approach showed me how stress impacts immunity. Practicing daily ‘Self-Pep Talk’ also improved my well-being. Embracing a positive mindset has not only enhanced my mental and physical health but also performance at work.”
30 31 CREATING A WARM AND SUPPORTIVE WORKPLACE “The activities gave me clear goals, and the exercises were simple enough to fit easily into my daily routine. Within two weeks, I felt a significant difference – more energy, better sleep, and reduced muscle soreness. After a month of consistent effort, my physical and mental well-being had improved remarkably. Apart from organising engaging activities, our company has set up exercise spaces in areas for Team Members. For colleagues without an office, having space to move around during breaks is a thoughtful touch. Many of us have also joined health seminars and running groups, where we support one another, share experiences in tackling challenges, and seek advice from experts. This supportive environment makes it much easier to maintain a regular fitness routine.” Since signing the Occupational Safety and Health Charter in 2017, we have established the Occupational Safety and Health Committee and developed a comprehensive safety management system. Every year, we host the Sands China Occupational Safety and Health Month to raise awareness and encourage Team Members to participate in safety training, with over 10,000 participants in 2024. To date, we have accumulated over 350,000 training hours and trained close to 850 safety wardens. In 2024, we were proud to be recognised in the Catering Industry Occupational Safety and Health Programme, co-organised by the Labour Affairs Bureau, the Municipal Affairs Bureau, and the Macao Government Tourism Office. Sands China emerged as the integrated leisure and tourism enterprise with the most awarded restaurants. In 2024, we rolled out a wide range of health-focused initiatives, spanning nutrition, fitness, sleep quality, mental well-being, disease prevention, chronic disease management, vaccination, and smoking cessation. Key efforts included the “Take 8,000 Steps a Day” initiative, encouraging staff to weave regular exercise into their daily lives and establish lasting fitness habits. Our ongoing “Healthy Eating” programme, guided by nutritionists, continued in Team Member restaurants, using “Red, Yellow, Green” labels and glycaemic index markers to support informed food choices and promote healthy eating habits. We also supported participation in sports, with 14 events in 2024 engaging over 230 Team Members. Regular “Doctors and Me” talks provided further health insights. Also in 2024, Sands China joined the Healthy Enterprise programme, launched by the Macao Healthy City Committee and Health Bureau, as one of the first participating companies. In support of the Macao SAR Government’s Healthy Macao Blueprint, we expanded our initiatives by introducing stretch spaces in heart-of-house areas for Team Members to use during their breaks. We also added nutritional guidelines to various dishes, alongside our existing “Red, Yellow, Green” and glycaemic index labelling systems. Sou I Wai Pit Manager, Table Games PRIORITISING PHYSICAL HEALTH
32 33 CREATING A WARM AND SUPPORTIVE WORKPLACE PROMOTING FAMILY WELL — BEING For seven consecutive years, we have hosted the popular Sands China Amazing Summer family event series, with the programme evolving each year to offer new and diverse experiences. With a wide range of workshops, sports activities, cultural experiences, and artistic sessions, the event series allows Team Members and their children to enjoy a fun and enriching summer together. Over the years, more than 2,700 Team Members and their family members have taken part. We also continue to offer parenting education in collaboration with the Macao Education and Youth Development Bureau, helping Team Members strengthen parent-child relationships and enhance family well-being. In 2024, we held eights lectures and workshops for close to 100 participants.
34 35 CREATING A WARM AND SUPPORTIVE WORKPLACE ENHANCING INDIVIDUAL COMPETITIVENESS ADVOCATING WOMEN’S RIGHTS We are committed to supporting the physical and mental well-being of our Team Members in the workplace. As part of this commitment, we encourage Team Members to take part in professional development courses jointly organised by labour organisations, businesses, and the government. Nearly 8,800 of our Team Members have participated in these training courses, which help to enhance communication skills, improve time management, strengthen emotional intelligence, and develop professional workplace etiquette. We also organise cultural and arts events and encourage Team Members to join seminars and lectures that enhance skills, spark creativity, and enrich their personal lives. Ultimately, these initiatives improve work quality while supporting the diversification of the local economy. Sands China has long championed diversity, equality and women’s rights in the workplace. As of December 2024, women make up 51% of our workforce, with 46% of management positions held by women. To support female Team Members, we organise seminars, workshops, and wellness activities. We also encourage their professional growth by supporting development programmes within and beyond our company, such as the annual International Affairs Training Program organised by the Women’s General Association of Macau. Attending the Macao Orchestra “Piano Masterclass with Lise de la Salle” Enjoying the “Amazing Winds” concert by the Macao Youth Symphony Orchestra Joining the 4th Todos Fest! Inclusive Arts Festival, held at the former Ice Long Firecracker Factory and organised by the company PROMOTING EQUALITY, INCLUSION, DEDICATION AND TRUST
36 37 CREATING A WARM AND SUPPORTIVE WORKPLACE CORPORATE CULTURE —“BECAUSE WE CARE” Launched in 2012, the Because We Care awards ceremony honours outstanding Team Members and has consistently evolved. In 2023, we introduced new awards to recognise the top 100 performers, alongside a daily practice of recognition that motivates excellence at both individual and departmental levels. At the Because We Care Team Member Annual Awards Ceremony 2024, nearly 1,800 Team Members were nominated across individual and team categories. Close to 50,000 votes were cast, an incredible display of enthusiasm. A selection committee then shortlisted 326 Team Members for 100 individual and team awards.
38 39 CREATING A WARM AND SUPPORTIVE WORKPLACE APPRECIATING LONG—SERVING TEAM MEMBERS At Sands China, our strong cooperate culture and commitment to Team Member well-being have built a loyal workforce. In 2024, we held multiple celebrations for over 2,700 long-serving Team Members, including our Founders (those who joined before Sands Macao opened) and Team Members marking 10, 15, and 20 years with us. By the end of 2024, more than 15,000 Team Members had been part of our company for a decade or more, with over 6,600 exceeding 15 years and over 1,500 reaching 20 years of service. This remarkable loyalty reflects our shared values and the deep partnership between our Team Members and the company, guided by our principle of “Walking Alongside the Company”. At Sands China, we foster a culture of collaboration and mutual support, with unity and trust serving as the foundation of our corporate values. Our regular departmental discussions ensure we stay attuned to our Team Members’ needs, while two-way communication channels promote openness. In 2024, we introduced the Fireside Chat with Executive series, providing mid-level managers with a relaxing environment to engage with senior management. These sessions encourage open dialogue, knowledge-sharing, and fresh perspectives on team management, strengthening cross-departmental understanding and reinforcing a culture of collaboration and trust. At a special event, our Founders received Founder’s Cards, which grant them lifetime benefits from Sands China. Team Members marking 15 years of service were awarded a certificate, a unique pin designed by a Team Member, a commemorative tie or scarf, and a celebratory meal. Team Members who had completed 20 years of service received a special-edition music box, a pin designed by a Team Member, a certificate of recognition, and a celebratory meal. Those celebrating 10 years of service were honoured with a commemorative plaque and a celebratory meal. BUILDING COLLABORATION AND TRUST
40 41 BUILDING A COMMUNITY OF DIVERSITY AND INCLUSION BUILDING A COMMUNITY OF DIVERSITY AND INCLUSION SAILING FORWARD WITH OUR COMMUNITY As a socially responsible company, we encourage our Team Members to live out our “We Care” ethos by engaging with society. Over the years, we have recruited over 3,600 volunteers as Sands Cares Ambassadors, who team up with social service organisations. Our volunteers dedicate their free time to visit community organisations, elderly homes, schools, and seniors living alone, brining warmth and companionship to our community. We are also committed to gender equality and supporting disadvantaged groups. By offering inclusive jobs, we empower people with disabilities to share their skills. We champion women’s rights and career growth, helping them return to work and progress in their career. For our long-serving Team Members, we provide post-career transition planning, benefits, interest classes, and other activities to help them enjoy a fulfilling next chapter. We are proud to support community initiatives and are honoured to contribute to the implementation of the national rural revitalisation strategy. When the Macao community needs us, we step up. Each December, our Team Members and leaders join government officials and citizens for the Walk for a Million charitable event. Together, we aim to make a real difference, offering care and support across the community.
42 43 BUILDING A COMMUNITY OF DIVERSITY AND INCLUSION SUPPORTING TEAM MEMBERS IN CHARITABLE ACTIVITIES: SANDS CARES DEEPENING NATIONAL UNDERSTANDING, STRENGTHENING PRIDE IN THE NATION AND MACAO In 2024, the Sands Cares Ambassador Programme marked its 15th anniversary. By the end of the year, over 3,600 Team Members from across Sands China’s resorts had signed up as Sands Cares Ambassadors, contributing more than 335,000 hours of volunteer work. In 2024, we held 12 events to commemorate the 75th anniversary of the People’s Republic of China and the 25th anniversary of the Macao SAR. There were complemented by top-notch exhibitions and cultural activities. These efforts aimed to foster national pride, support integration into country’s broader national, and deepen our Team Members’ understanding of of social and cultural progress across the country, ultimately enhancing our professional strengths and industry standing. Hosting the Sands China Distinguished Speaker Forum Series – The Spirit of the NPC and CPPCC Joining the 2024 National Security Education Exhibition
44 45 BUILDING A COMMUNITY OF DIVERSITY AND INCLUSION Screening Little Boyhood at Cinema Alegria Visiting The Splendour of Chinese Bronzes: Masterpieces from the National Museum of China exhibition Exploring Echoes of a Golden Age: Macro Events through the Micro Visions of Macao’s Legendary Contemporary Artists exhibition Enjoying the poetic dance drama “The Journey of a Legendary Landscape Painting” – “A Panorama of Mountains and Rivers” Attending the Art of Prosperity: An Invitational Exhibition of Macao Artists Taking part in the Macau Band Fair 2024 – School Band Dual Celebration Concerts
46 47 BUILDING A COMMUNITY OF DIVERSITY AND INCLUSION ENGAGING WITH THE COMMUNITY Sands China supports the Macao community through a variety of human resources initiatives. From ensuring local hiring to helping elderly Team Members plan for retirement, we strive to make a positive impact by offering warmth and support to those around us. HIRING LOCAL TALENT SUPPORTING WOMEN IN RETURNING TO WORK CARING FOR POST — CAREER LIFE RECRUITING PEOPLE WITH DISABILITIES We actively recruit Macao residents, ensuring local employment. In 2024, we recruited over 1,760 Macao residents – nearly half of them in non-gaming roles – bringing our total local workforce to more than 18,200. Sands China collaborates with social service organisations to run the Return to Work Programme, helping women rebuild confidence and re-enter the workforce after a career break for family responsibilities. The initiative provides flexible work arrangements and professional training, supporting women in pursuing their career aspirations, with over 100 applicants in 2024. We support our elderly Team Members as they transition into a new stage of life. Our comprehensive care measures ensure that they continue to enjoy their company discounts and benefits, just like our current Team Members. In addition, we also offer engaging classes and activities to help them adjust to retirement and lead a fulfilling life. As of December 2024, 1,668 people have enrolled in the Golden Age Programme. We support disadvantaged groups by actively creating job opportunities for people with disabilities, helping them shine within our company. In 2024, we introduced eight newly tailored roles, such as Finance Department Officer, Finance Department Record Officer, Retail Operations Assistant, Food & Beverage Server, and Food & Beverage Coordinator. In partnership with the Macau Deaf Association and the Macau Association of the Hearing Impaired, we promoted these new positions widely. We also offered 16 internship opportunities for Form Four and Form Five students with special education needs from the public school Escola Luso-Chinesa Técnico-Profissional, giving them hands-on work experience and insights into the operations of large integrated resorts. Through partnerships with local organisations and referrals from the Labour Affairs Bureau, we offered 58 job opportunities across 27 roles at job-matching events in 2024 for people with disabilities. 17 of our candidates accepted job offers from us. Moreover, successful candidates with disabilities from a job-matching session hosted by the Labour Affairs Bureau are set to join us in February 2025. “I took time out of work to look after my children, but now that they are more independent, I was keen to return. Stepping back into workplace felt daunting with how fast everything has changed. Thankfully, the Return to Work Programme gave me the training and support I needed to tackle hurdles, rebuild confidence, and prepare myself for challenges. The flexible work arrangements have allowed me to balance my family responsibilities with my career. With great colleagues by my side, I picked up new skills and earned praise from my managers. After just six months, I transitioned into a full-time role. It has reignited my sense of purpose and achievement.” Cindy Guan Supervisor, Human Resources
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