The most recent edition of the annual Gaming Service Index in Macau saw casino staff scoring lower on ‘smiling’ and ‘tolerance’ in 2021 compared to the prior year, though ‘proactiveness’ reached a record high, according to research by the Macau Gaming Research Association. Starting in 2013, the annual survey serves as a means to monitor the level of service being provided by gaming table staff within casinos. It employs mystery shoppers to collect data. ‘Tolerance ‘refers to staff attitude toward customers. Meanwhile, the ‘proactiveness’ index, which rose 13 points, refers to the ‘proactive’ attitude of staff. The smiling index was...