The Venetian Streamlines Customer Service with Concierge System

| April 06, 2009

The Concierge Services team at The Venetian Resort-Hotel-Casino in Las Vegas plays a most important role in each guest's visit. Whether stocking a returning guest's refrigerator with his or her favorite beverage or arranging a romantic rose-petal bath with truffles and champagne, the Concierge Services staff of more than 70 ensures a special experience.

"We provide the largest concierge staff in the US and operate six full-service Concierge Desks within the lobbies of our properties," says executive director of Concierge Services Tyra Bell-Holland. "We pride ourselves on our discretion, professionalism and knowledge of what our property and city can offer to make every visit a special experience. Our goal is to provide guests everything they require and some things they did not even know they needed."

Team coordination
Coordinating the duties of a team this size was a challenge, Bell-Holland noted, until they automated the property's guest service operation with The Concierge Assistant system from Gold Key Solutions, a comprehensive hospitality concierge software solution.   

"Concierge Assistant centralizes all guest service tasks and other operational information onto one specialized system so our team operates more efficiently to deliver services," Bell-Holland said.  "Every department in the hotel with password authority can access the secured information on area resources, reservations, and contacts, enabling them to quickly fulfill a customer's need."

Concierge Assistant plays a part in nearly every exchange between The Venetian's property staff and its guests. For example, a bride was in a panic and needed a last minute alteration on her wedding dress the night before the wedding. The Concierge team used the system's services database to find a seamstress that worked all night and the next day the bride had the wedding of her dreams in her custom tailored wedding dress that fit her like a glove.

"The Concierge Assistant software is our 'bible' for managing guests at a mega-resort," says Bell-Holland. "The system enables us to provide a seamless guest experience at a moment's notice."  
The Venetian's preferred car provider, ODS Limousine, receives more than 50 requests daily for guest transportation from the property's Concierge team. Concierge Assistant electronically links The Venetian's concierge team with ODS to streamline the transportation delivery process.
 
Payment information and reservation details are communicated instantly, saving time and minimizing potential mistakes. The two-way communications between the limo company and the hotel makes it possible for guests to receive their transportation much more efficiently, which in turn, says B.J. Balaban, president of ODS Limousine, increases guest satisfaction. 

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