Five Diamond Venetian Resort-Hotel-Casino in Las Vegas Romances Guests with High Tech Concierge System

  • Gold Key Solutions
  • 04.03.09
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.

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 United States and operate six full-service concierge desks within the lobbies of our properties,” said 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.  

“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," said 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, said 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," said Bell-Holland, laughing, "I prefer not to imagine life without it!"



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