Hotel Online  Special Report


.
..

Ultra Luxurious Venetian Resort-Hotel-Casino in Las Vegas Romances

Guests with Help from High-Tech Concierge System


.>

Concierge Assistant Software Streamlines Stellar Customer Service for Prestigious Five Diamond Hotel   
.

March 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 Las Vegas earned AAA's coveted Five Diamond Award.

 The Venetian's lush and romantic guest experience begins when guests enter the majestic entry way and enter a property that faithfully recreates the historic look and feel of Venice, Italy…with a Las Vegas cachet. Guests stroll down cobblestone streets under soaring frescoed ceilings, ride in authentic gondolas on The Venetian’s Grand Canal, and stop to feast in one of the 18 world-renowned restaurants, five of which have James Beard Award-winning chefs. The hotel offers more than 4,000 suites that are among the most spacious in the city with rooms drenched in opulence, furnished with plush beds and marbled bathrooms that include decadent, deep-soaking Roman bathtubs.

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 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." 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.  www.venetian.com 

“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 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!"

 
About The Venetian

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 Venice’s legendary landmarks, the resort offers unmatched service and quality for leisure and corporate guests. Located in the heart of the Las Vegas Strip, The Venetian features The Grand Canal Shoppes, an indoor streetscape complete with gondolas and singing gondoliers, the Canyon Ranch SpaClub, world-class gaming, exquisite restaurants, and a wide variety of entertainment such as Phantom-The Las Vegas Spectacular, Blue Man Group, Wayne Brady and David Spade on its premises, as well as extensive convention and corporate services. For additional information, visit The Venetian website at www.venetian.com.

About Gold Key Solutions 
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
Communications Department
The Venetian Resort- Hotel-Casino
3355 Las Vegas Boulevard South
Las Vegas
, NV 89109

Phone: 702.414.2423
Fax: 702.414.4884
Email: [email protected]

Gold Key Solutions
Newton Gore
Phone:  (818) 865-0006
Email:  [email protected]
http://www.goldkeysolutions.com/

Julie Squires
Softscribe Inc.
Phone: 404-256-5512
Email: [email protected]
http://www.softscribeinc.com/
 

.
Also See: 100-Year Commitment to Impeccable Service Keeps the Legend Alive at The Grove Park Inn; The Concierge Assistant system enables historic property to meet 21st century guest expectations; contributes to a 97% guest satisfaction rate / October 2008

Upscale Arizona Biltmore Resort and Spa Supercharges Concierge Services; Guest services keep pace with the Twenty-First Century at historic Arizona luxury destination / August 2008

A 120-Year History of Service to the Stars Sets the Scene for Tradition at San Diego's famed Hotel del Coronado; 21st century technology helps put to rest the ghosts of service past / June 2008

Concierge Assistant President, Newton Gore, Awarded Les Clef d'Or USA Honorary Membership; Gold Key Solutions recognized for ongoing friendship and support of prestigious Concierge Organization / May 2008

Luxury and Service Make Life Different at The Residences at Two Liberty Place; Staff utilizes The Concierge Assistant® software to deliver superlative service in a luxury environment / November 2007

The Peabody Orlando, Four-Star, Four Diamond Service Gold Key to Success; Anticipating guest needs is the hallmark of Peabody's impressive service reputation / October 2007

Capella Hotels & Resorts Selects The Concierge Assistant ® Software for All Properties; New Ultra Luxury Chain uses Concierge Assistant system to support matchless service at Schloss Velden, a Capella Hotel / June 2007

The Concierge Assistant® Announces New Guest Service Technology, Hosts Users Meeting at Les Clefs d'Or Congress in Vienna; Leading-edge tools debut at elite international concierge organization summit / March 2007

Need Goat’s Milk for Your Bath? Or a Broadway Star to Sing Happy Birthday? Call the Concierge; Top hotels trade tales of their most unique guest requests / December 2006

By Land or By Sea, The Boston Harbor Hotel is the Place To Be; It’s all about the service at Boston’s most luxurious hotel / October 2006

Good Service is Not Enough: Global Travel Reshapes Guest Service in the 21st Century; Well-traveled guests transform concierge duties, expect more personalized services faster / June 2006

Charleston Place Offers Top-Floor Luxury for Business and Pleasure; The Club at Charleston Place Delivers Service and Cachet for Elite Visitors / May 2006

Miami's National Hotel Stays Hot, Delights Celebrity Guests with The Concierge Assistant; The Concierge Desk is 'The Game' at Trendy Miami Property; Guest Profiles Stay Secure / January 2006

The Concierge Assistant Used by Ireland’s Les Clefs d’Or; Prestigious Global Association Gives the Nod to Automating Guest Services, Keeping Guest Profiles Secure / December 2005

Napa Valley’s Carneros Inn Runs Rustic Elegance Securely and Efficiently with The Concierge Assistant Software / November 2005

Sanctuary at Kiawah Island Installs The Concierge Assistant Software; Sanctuary at Kiawah Island Installs The Concierge Assistant Software / Aug 2005

Industry First: The Concierge Assistant System Gains Real-Time Website Interface for Improved Guest Service / June 2005

Luxury Marco Beach Ocean Resort Aims at 5th Diamond, Leverages The Concierge Assistant / June 2005

LaPlaya Beach & Golf Resort Installs The Concierge Assistant Software, Redefines Service Standard for New Elite Club and 5-Star Guests / May 2005

Gold Key Solutions Joins with World’s Most Prestigious Concierge Association for The Les Clefs d’Or USA’s Pan American Congress / May 2005

Luciano Pavarotti, Laura Bush and Tom Hanks Make Appearances in The Rittenhouse Lobby / March 2005

The Five-Star Landmark London Applies Automated Concierge Technology to Put Polish on Personal Service / January 2005

Caesars Tahoe Becomes 100th Customer for Concierge Assistant Guest Services Software / November 2004

To search Hotel Online data base of News and Trends Go to Hotel.Online Search

Home | Welcome! | Hospitality News | Classifieds | Catalogs & Pricing | Viewpoint Forum | Ideas/Trends
Please contact Hotel.Online with your comments and suggestions.