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
of a professional masseuse, or shopping at one of the many luxurious
it is easy to understand why the luxurious Venetian Resort-Hotel-Casino
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.
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!"
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
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.
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