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Romances Guests with High Tech Concierge System . The Concierge Assistant Streamlines Stellar Customer Service for Ultra Luxury Resort |
April 2009 – Whether
floating down the indoor canal in a gondola, relaxing under the skilled
hands
of a professional masseuse, or shopping at one of the many luxurious
boutiques,
it is easy to understand why the luxurious Venetian Resort-Hotel-Casino
in
Service
is the
differentiator in 2009, and The Venetian’s elegance and sophistication
includes
superb customer service that is the hallmark of the property's Five
Diamond
status. The
Concierge Services
team at The Venetian 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. This is a
remarkable feat to accomplish in a resort as big and busy as The
Venetian. "We
provide the largest concierge staff in the 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 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. With
a common vision for service excellence, Gold Key Solutions
and The Venetian have created a formula for continued guest service
successes. "I
cannot imagine being able to provide the world class
service that we do so effortlessly without the support and guidance of
Gold Key
Solutions and Concierge Assistant," says Bell-Holland, laughing, "I
prefer not to imagine life without it!"
The
Venetian Resort-Hotel-Casino, the largest
property in the country to receive AAA’s Five Diamond Award and Mobil
Four-Star, is one of the world’s most luxurious resort and convention
destinations. Re-creating Gold Key Solutions’ The Concierge Assistant improves guest services and staff communication by creating orderliness and accuracy throughout the entire concierge process for hotels of all types. The Windows-based software application increases staff efficiency and reduces expenses by automating all guest services activities and reporting, allowing managers to put in place a standard of excellence that may be continually refined. The Concierge Assistant is used by over 400 full-service Ritz-Carlton, Marriott, Hyatt, Starwood, St. Regis, Four Seasons and other quality properties. The Concierge Assistant is also employed by many residential living properties and by personal assistant and professional concierge companies to optimize services to each client. |
Contact:
LeAnn
Tinch Gold Key
Solutions Julie
Squires |