First impressions - over the phone

[jbatdorf]

Planning our next trip to Vegas and was surprised at the difference in personalities over the phone. While I understand that everyone is different, this different surprised me.

We're staying 4 nights. 2 comped nights from Total Rewards, 2 comped nights for mLife.

First call was to Total Rewards where I'm Platinum thanks to the Visa Card. Staying at the Cromwell and taking a nice free play offer. The representative was super friendly. Seemed surprised the Cromwell was part of the offer I was redeeming (which I agree is rare) and congratulated me on receiving a good promotion. As she was reading the terms and legal blah blah blah, I joked I would be there on time barring fires jumping over the freeway. We then bantered back and forth about the fire. She offered to make reservations for us and told me about the restaurants. An extremely pleasant time. I offered to take the survey and gave her all 5's.

Next, mLife. We're Gold card there. Decided to see if the Bellagio would match the offer we received from Aria which was a little better. She immediately responded with "We do not honor sister property offers." Silence. OK, I keep going. "The offer I have include 2 free tickets to Monte Carlo Summer Festival Concert. Well, there aren't any concerts the nights I'm staying. Do you have something else to offer me?" She replies "No, that's just an added bonus." Silence. I tired to joke with a her a little "Well, I had to try!" she replied something like "I guess."

It was sad. No warmth, no banter, no offering me alternatives even if I had to pay for them. Basically, no help at all. I did book the room because we did not have a pleasant experience at the Aria last time and just love the location of the Bellagio. However, with the potential of Mirage being sold and not being mLife any longer, I might switch. Mirage had the same offer I received from Bellagio so why not? Besides, I have my MyVegas 2 comped buffet's at Mirage.

While the Caesar's properties aren't as nice at mLife's newer casino's, that friendliness speaks volume to me. I'd rather go with less comps if it means more welcoming service. So far - Total Rewards is winning. We'll see if my stay at the Cromwell matches the representative on the phone.

[Dan Druff]

I think you just lucked out in getting someone with a nice personality on the phone at the Cromwell.

The second person you spoke to seems to be more of the norm when it comes to hotel employees of today.

I can tell you that from my vast experience at CET properties over the past few years, I have encountered a wide range of attitudes, from extremely nice/helpful to dismissive/rude, and everything in between.

[Alan Mendelson]

I don't think it matters if you are calling casino companies or a doctor's office or your bank or a retail store -- sometimes you talk to a rep who is having a bad day and sounds it. I wouldn't judge any company by a bad experience on the phone -- it happens. It shouldn't happen, but it does.

I hope you have a great time at both properties and your actual stay is what really counts.

[Rob.Singer]

What you oughta do is give her a tip and you'll get better service. After all, this is a poor service industry employee who's doing something for you, so why not just give your money away like just about everyone else here does when they get a hand job, I mean hand PAY, from a slot attendant? She might even become a friend if you tip her often enough.

What.....you're not gonna tip her?? Oh that's right....you don't have to see her in a face-to-face scenario, so you won't have to worry about being intimidated into tipping.

[RoeIncarnate]

I just spent the morning booking a trip.

I had an offer and called the number 3 times. First two times to find out what the total would be for extra days.

The first call the operator was normal attitude but very competent and got me the info.

Second call was to check on a different date. That guy was very friendly and competent.

Third call was to book. Operator was probably the least friendly but very competent.

I think attitude is mostly luck. A few companies will train their employees to have good attitudes (and treat them well so they do so) but most won't. The standard now is probably more a question of how competent the company wants their operators to be and how good the computer system they are using is.

That said, their is a hotel in Vegas I won't stay at because the really crappy checking experience we had (mostly was the employee's fault) and there is one I love staying at because the employees are always so good.

Looking forward to my trip in a few weeks.

[jbatdorf]

I just found it interesting that these interactions happened back to back. Had they been several months apart, I probably wouldn't have noticed. That being said, with heavy competition in Vegas, you would think companies would want that first impression to be welcoming and helpful. I know people have bad days, but in the hospitality business, you're bad day shouldn't be my bad day. There's a philosophy that the vacation begins with the reservation, whether on a website, or in person. For these 2 offers, I had to call the VIP number, which is different than posted on their website. However, I'm willing to bet more money than I am on a great craps game that all phones all ring to the same center.

People make a huge difference. I'll sit at a table with an engaging fun dealers even if I'm losing longer than I'll stay with a boring dealer who I might be winning. In fact, if I win with a poor dealer, I'll leave while I'm ahead. The fun dealers will keep me there until I give it all back to the casino. Which would they prefer?

The fact that my first thought after getting off the phone with 2nd person, I was ready to go somewhere else, should make a company pause. I wonder if my phone call was 'recorded for quality assurance or training purposes'.

[RoeIncarnate]

If you wrote a letter to corporate headquarters, I'd be curious how the reply.