Host Responsibility Manager

By ANGELA McCARTHY

Name: Carolyn Hobson

Age: 43

Role: Host Responsibility Manager for Sky City Entertainment Group and Chair of the Alcohol Accord Executive in Auckland

Working hours: 40 hours plus

Average pay: $80,000-$120,000

Qualifications: BSc (Biology), Graduate Diploma in Teaching (Secondary) from Waikato University

Career prospects: Further involvement in social responsibility and sustainable business

Q. When did you start in this role?

A. It was a new role set up two years ago. Prior to this I was communications manager for Sky City.

Q. Why was it set up?

A. I lobbied to have a host responsibility department established at Sky City because I believe that responsible hosting is a fundamental element for Sky City's long-term sustainability as a business.

I made a business case about the lifetime value of the customer and the need to try to prevent problems before they emerge.

So the department has been set up to focus on responsible gambling behaviour and alcohol management through early intervention.

If we intervene when we see worrying behaviour or changing behaviour we may be able to stop it reaching a serious level and enable that customer to eventually return to the casino to gamble at a social level.

We apply this to alcohol as well. Do you ask someone to leave when they're intoxicated or intervene earlier so that they and their friends can continue to enjoy themselves?

Alac is now also interested in this approach.

Q. What do you do?

A. It is incredibly varied. I develop and implement policies and training to deal with emerging issues, such as new legislation on gambling or the growth of P. Implementation of those policies can involve staff training and communication, data bases or new operational infrastructures.

We monitor, audit and market survey the policies to ensure they are being implemented successfully.

I work with Government agencies to meet legislative and regulatory requirements and with the community to meet community requirements.

We also work closely with health, community and problem gambling and alcohol advisory groups and run education programmes about our policies and programmes.

Our training programmes are supported by addiction counsellors.

Along with the host responsibility administrator, I help to manage one-on-one calls from problem gamblers, friends or family, helping them to find help and to take action.

Q. How does this intervention actually work in the casino?

A. Our staff are trained to notice a change in behaviour with regular customers and they pass that knowledge on to supervisors.

Supervisors are trained in brief interventions. If that fails the shift manager, who has done more intensive training, becomes involved.

Action could involve recommending counselling services or self barring, although we find self barring needs counselling and mentoring support as well.

Q. What sort of training and experience do you bring to your role?

A. My science background contributes to my understanding of research and why gambling problems develop. I have worked in the pharmaceutical industry which helps when communicating with GPs, addiction experts and community groups. I have also been in start-up positions in three other companies so I understand that process. My PR background obviously is important, too.

Q. What skills or qualities do you need?

A. Drive and passion and a belief in what you're doing. Empathy for business colleagues, as well as the community and the individuals involved. An appreciation of the need for a group-wide policy, but local approach.

There are 17 groups world wide. You also need an understanding of the cultural perspective of staff. It can be a foreign concept to say no to customers.

Q. Best part of the job?

A. Seeing others embrace the models we are promoting and seeing the difference that the interventions can make for an individual.

Q. Most challenging part?

A. Problem gambling is complex so it is a challenge to devise programmes that are effective and convince people of the need to embrace and future proof the programmes.

Q. What do you consider evidence of success?

A. Sky City being acknowledged by the community as a responsible business. My role not being needed any more because the programmes have become an established part of our customer service.