As someone with a small connection to one of the aspects (food) that many of you experience in this town, I would just like to take the time to thank all of you who spend their hard-earned money to come here and keep this great town going.
Yes, things were tough for all of us in this country this year...and Vegas, both businesses and real estate, was hit harder than almost anywhere else...but to walk the Strip today and see the crowds, to see most hotels with over 90% occupancy, and to feel the enjoyment that people have with our "unique town"...well that is my biggest present.
I apologize to those when I get too zealous in my defense of LV; but, on the other side, I cannot be happier and more confident of our future as a leader in hospitality.
So, thank you, again, to all that come here...and best holiday wishes to you and your family....
VG
To remove first post, remove entire topic.
As someone with a small connection to one of the aspects (food) that many of you experience in this town, I would just like to take the time to thank all of you who spend their hard-earned money to come here and keep this great town going.
Yes, things were tough for all of us in this country this year...and Vegas, both businesses and real estate, was hit harder than almost anywhere else...but to walk the Strip today and see the crowds, to see most hotels with over 90% occupancy, and to feel the enjoyment that people have with our "unique town"...well that is my biggest present.
I apologize to those when I get too zealous in my defense of LV; but, on the other side, I cannot be happier and more confident of our future as a leader in hospitality.
So, thank you, again, to all that come here...and best holiday wishes to you and your family....
I lurk much more than post (obviously) but always enjoy your well thought out insights. I've been to your city over 20 times and always keep up with your posts to garner little nuggets of info for my next visit(s).
Thanks
Cheers VG.
I lurk much more than post (obviously) but always enjoy your well thought out insights. I've been to your city over 20 times and always keep up with your posts to garner little nuggets of info for my next visit(s).
I'm in Vegas thru the 4th of Jan., VG as a visitor who used to come over every 2 weeks 5 yrs ago, this is not the same LV. The service personnel seems obnoxious, rude and disinterested. I was at the Paris, LV Hilton, Venetian etc., making the rounds. You ask a dealer or bar tender any question and it's like they were once were a successful wall street banker and had to take this job till something better comes along. Lots of visitors in the streets, few in the casinos. Talked to 2 guys from Singapore said they were staying at Aria, asked them what was that like, response was "nothing worked in there room, all electronics failed." Just my 2 cents.
I'm in Vegas thru the 4th of Jan., VG as a visitor who used to come over every 2 weeks 5 yrs ago, this is not the same LV. The service personnel seems obnoxious, rude and disinterested. I was at the Paris, LV Hilton, Venetian etc., making the rounds. You ask a dealer or bar tender any question and it's like they were once were a successful wall street banker and had to take this job till something better comes along. Lots of visitors in the streets, few in the casinos. Talked to 2 guys from Singapore said they were staying at Aria, asked them what was that like, response was "nothing worked in there room, all electronics failed." Just my 2 cents.
Totally understand...LIke they used to say: "Bad news sells newspapers"....Tough to find complements about much these days and, yes, those that service the tourists can be a negative issue....Many people came to Vegas thinking that this was an easy "score"....NOTHING is an "easy score"....
I've given hundreds of training seminars on customer service covering a number of industries...the common denominator is always the same.....You get what you deliver....
As you can see from many threads in this forum, those that come here expect a great deal...many times, much more than anyone can deliver. How they treat those that work here can result in a customer service problem in the future. Not to blame the tourists, but enjoyment is a difficult problem these days...for both sides.
The heightened expectations of those that come here can be very difficult to attain 100% of the time...and those that perceive, or have real problems are usually the ones that will voice their opinions first and loudest. Those that are happy and satisfied are....happy and satisfied.
Chinese...
Totally understand...LIke they used to say: "Bad news sells newspapers"....Tough to find complements about much these days and, yes, those that service the tourists can be a negative issue....Many people came to Vegas thinking that this was an easy "score"....NOTHING is an "easy score"....
I've given hundreds of training seminars on customer service covering a number of industries...the common denominator is always the same.....You get what you deliver....
As you can see from many threads in this forum, those that come here expect a great deal...many times, much more than anyone can deliver. How they treat those that work here can result in a customer service problem in the future. Not to blame the tourists, but enjoyment is a difficult problem these days...for both sides.
The heightened expectations of those that come here can be very difficult to attain 100% of the time...and those that perceive, or have real problems are usually the ones that will voice their opinions first and loudest. Those that are happy and satisfied are....happy and satisfied.
I'm in Vegas thru the 4th of Jan., VG as a visitor who used to come over every 2 weeks 5 yrs ago, this is not the same LV. The service personnel seems obnoxious, rude and disinterested. I was at the Paris, LV Hilton, Venetian etc., making the rounds. You ask a dealer or bar tender any question and it's like they were once were a successful wall street banker and had to take this job till something better comes along. Lots of visitors in the streets, few in the casinos. Talked to 2 guys from Singapore said they were staying at Aria, asked them what was that like, response was "nothing worked in there room, all electronics failed." Just my 2 cents.
I find that certain people in the industry are so pissed off its like they just lost their pay check and don't feel like working.
Quote Originally Posted by chineseritmetic:
I'm in Vegas thru the 4th of Jan., VG as a visitor who used to come over every 2 weeks 5 yrs ago, this is not the same LV. The service personnel seems obnoxious, rude and disinterested. I was at the Paris, LV Hilton, Venetian etc., making the rounds. You ask a dealer or bar tender any question and it's like they were once were a successful wall street banker and had to take this job till something better comes along. Lots of visitors in the streets, few in the casinos. Talked to 2 guys from Singapore said they were staying at Aria, asked them what was that like, response was "nothing worked in there room, all electronics failed." Just my 2 cents.
I find that certain people in the industry are so pissed off its like they just lost their pay check and don't feel like working.
Vg well written servive was what made Vegas as now I'm older age 60 but have been coming for about 40 years.Really liked what I called the OLD Vegas>first started staying when thare was only DOWNTOWN those big shrimp cocktails and the mob treated you like you were someone special.
The strip has made Vegas grow fancy hotels, goirmet chiefs,BUT again I liked Free parking,coffee, soda, newspapers etc.Now the corporate wall street owners want your cash as fast as they can get it not the old fashioned way when they had to EARN IT.
Enough said I will be making at the very least two trips this year one for the ncaa basketball tourney and a steelworker convention later on and still looking forward to both.
Really enjoy your threads and comments and think you really UNDERSTAND what we the suckers are looking for when we visit.
Hope you and the sin city have a safe and prosperus new yaer and that you and your family enjoy good health .
Rebember bad servive does not stay in Vegas when we get it we RUN home and TELL about it.
Again thanks for all yoou do for us readers.
Vg well written servive was what made Vegas as now I'm older age 60 but have been coming for about 40 years.Really liked what I called the OLD Vegas>first started staying when thare was only DOWNTOWN those big shrimp cocktails and the mob treated you like you were someone special.
The strip has made Vegas grow fancy hotels, goirmet chiefs,BUT again I liked Free parking,coffee, soda, newspapers etc.Now the corporate wall street owners want your cash as fast as they can get it not the old fashioned way when they had to EARN IT.
Enough said I will be making at the very least two trips this year one for the ncaa basketball tourney and a steelworker convention later on and still looking forward to both.
Really enjoy your threads and comments and think you really UNDERSTAND what we the suckers are looking for when we visit.
Hope you and the sin city have a safe and prosperus new yaer and that you and your family enjoy good health .
Rebember bad servive does not stay in Vegas when we get it we RUN home and TELL about it.
Sometimes bad service is a result of bad tourists.....
No excuse for it...but what does that mean?
It means when people come here expecting something for nothing...relatively speaking. Yes, you are paying for the hotel room, and..yes, you are paying for your food, and...yes, you are putting money into a slot machine or making a bet at the sportsbook window....
BUT....does that mean that someone should bow down and kiss your feet because you showed up and spent some money?....Because, it many cases, that is the attitude that is received..not just perceived...by those people who are providing service to the tourists and...in most cases...make the majority of their income by tips.
So, as I have said many times...and taught many times in my seminars...You get what you give....
So, when you come here...smile, be happy, enjoy the wide diversity of options that Vegas can offer you...at all levels..and, most importantly, be appreciative (and that doesn't mean you have to always shell out your hard-earned cash) of those who are trying...especially in these times...to make a living in what is....almost 100%...a service industry town.
Thx Yock...and go Mountaineers!!!
Just have to say....
Sometimes bad service is a result of bad tourists.....
No excuse for it...but what does that mean?
It means when people come here expecting something for nothing...relatively speaking. Yes, you are paying for the hotel room, and..yes, you are paying for your food, and...yes, you are putting money into a slot machine or making a bet at the sportsbook window....
BUT....does that mean that someone should bow down and kiss your feet because you showed up and spent some money?....Because, it many cases, that is the attitude that is received..not just perceived...by those people who are providing service to the tourists and...in most cases...make the majority of their income by tips.
So, as I have said many times...and taught many times in my seminars...You get what you give....
So, when you come here...smile, be happy, enjoy the wide diversity of options that Vegas can offer you...at all levels..and, most importantly, be appreciative (and that doesn't mean you have to always shell out your hard-earned cash) of those who are trying...especially in these times...to make a living in what is....almost 100%...a service industry town.
When I lived in Vegas I use to spend an inordinate amount of time in various sportbooks.I met many types/stripes but also many dealers of all the games in the casino. With a majority of them there were 2 types of players. Those that played and did not tip,and those that played and did not tip enough.
When I lived in Vegas I use to spend an inordinate amount of time in various sportbooks.I met many types/stripes but also many dealers of all the games in the casino. With a majority of them there were 2 types of players. Those that played and did not tip,and those that played and did not tip enough.
Gonna bring it up again....The connection between what a dealer does and makes..and what a writer in a sportsbook does and makes....are world's apart.
The writer's job, 75% of the time, is much more difficult than the dealer's job...much more complex and with much less appreciation from the customers...AND, the writer make far, far less than any dealer makes...in any casino/sportsbook...anywhere.
So, my comments/observations are more tuned into the sportsbook aspect...which, of course, is what this forum is 99% of the time, keyed into also.
I watched someone yesterday at a Strip racebook....fairly heavy bettor and always bet last second as the horses were loading into the gate. Never got shut out, was handled perfectly everytime at the window, was in the racebook for hours, made dozens of bets with the same writer....cashed a lot...one transaction netted him over $2000......DID NOT LEAVE A DOLLAR!!
He was a tourist with a lot of money...also was betting multi-dime bets on football...could care less about the service he was getting.
He is the majority of what writers see and deal with on the Strip...less so in local books. I was in the front of the book and did not see any reaction from the writer..other than the writer saying something like "nice hit" to the customer....
If you honestly take the time to talk to the writers...talk sports, bets, whatever...they will converse with you...share information that they might have (not always legal to do that), and try their best to give you a 100% good time....whether you win or lose.
The industry is HOSPITALITY....however, both sides need to consider that.
666....
Gonna bring it up again....The connection between what a dealer does and makes..and what a writer in a sportsbook does and makes....are world's apart.
The writer's job, 75% of the time, is much more difficult than the dealer's job...much more complex and with much less appreciation from the customers...AND, the writer make far, far less than any dealer makes...in any casino/sportsbook...anywhere.
So, my comments/observations are more tuned into the sportsbook aspect...which, of course, is what this forum is 99% of the time, keyed into also.
I watched someone yesterday at a Strip racebook....fairly heavy bettor and always bet last second as the horses were loading into the gate. Never got shut out, was handled perfectly everytime at the window, was in the racebook for hours, made dozens of bets with the same writer....cashed a lot...one transaction netted him over $2000......DID NOT LEAVE A DOLLAR!!
He was a tourist with a lot of money...also was betting multi-dime bets on football...could care less about the service he was getting.
He is the majority of what writers see and deal with on the Strip...less so in local books. I was in the front of the book and did not see any reaction from the writer..other than the writer saying something like "nice hit" to the customer....
If you honestly take the time to talk to the writers...talk sports, bets, whatever...they will converse with you...share information that they might have (not always legal to do that), and try their best to give you a 100% good time....whether you win or lose.
The industry is HOSPITALITY....however, both sides need to consider that.
VG you do a first class job on your Vegas write-ups. A little bias in some cases, but overall solid reviews.
I'm a 30+ year Las Vegas resident and rode the wave of unending prosperity and growth. When I arrived this was still considered a wayward spot in the middle of a dust bowl. Then it was the fasting growing city in the USA for some 25+ years in a row. This town started to evolve when Steve Wynn used junk bond guru Micheal Milken to build the Mirage. For the most part up untill then, Vegas was still heavily influenced by "the boys", the days when customer service was demanded by the casino operators themselves. The casinos always made a "player" feel like he was a VIP. Those days are gone.
Wall Street noticed and the rest is history. Las Vegas has become a 1st class destination spot, worldwide. Our room accomodations, dinning, shopping, nightclubs, gaming, ect. are second to none. Too bad the same can't be said for the customer service at just about all of the major resorts, imo.
We have all been forced into this economic shithole that all Americans are going to be paying the price for sometime to come. Property values @-50% and still falling, unemployment @+14%, foreclosures at all time highs and over 30,000 brand new homes in Las Vegas that have never been lived in. This great city aint what it use to be and I sure hope it comes back someday.
I've never worked in the hospitality industry, I'm always on the other side of the counter. So my opinion may be bias...
VG you do a first class job on your Vegas write-ups. A little bias in some cases, but overall solid reviews.
I'm a 30+ year Las Vegas resident and rode the wave of unending prosperity and growth. When I arrived this was still considered a wayward spot in the middle of a dust bowl. Then it was the fasting growing city in the USA for some 25+ years in a row. This town started to evolve when Steve Wynn used junk bond guru Micheal Milken to build the Mirage. For the most part up untill then, Vegas was still heavily influenced by "the boys", the days when customer service was demanded by the casino operators themselves. The casinos always made a "player" feel like he was a VIP. Those days are gone.
Wall Street noticed and the rest is history. Las Vegas has become a 1st class destination spot, worldwide. Our room accomodations, dinning, shopping, nightclubs, gaming, ect. are second to none. Too bad the same can't be said for the customer service at just about all of the major resorts, imo.
We have all been forced into this economic shithole that all Americans are going to be paying the price for sometime to come. Property values @-50% and still falling, unemployment @+14%, foreclosures at all time highs and over 30,000 brand new homes in Las Vegas that have never been lived in. This great city aint what it use to be and I sure hope it comes back someday.
I've never worked in the hospitality industry, I'm always on the other side of the counter. So my opinion may be bias...
Actually, according to Forbes.com, we are only thousands of a percentage point behind NYC as the #1 destination in the world for shopping & dining!
And, yes, customer service (moreso on the Strip) is a lost art....which is why I eat 99% of my restaurant meals off the Strip...and constantly monitor service issues at some of the businesses that I am part of....
The transient nature of Vegas has grown....another issue which creates constant turnover and lessens the customer service aspect...."The Personal Touch" is the most important aspect of customer service and it's tough to have that "touch" if the personnel at a restaurant or hotel/casino keeps changing....
I have also found that the hotel/casino hosts are more useless than effective....you can count on one hand the number of really good ones in this town....another profession that just has been abandoned (and corporate "bean counters" haven't helped either).
Comping has become an accounting procedure for the masses...only the rare "whale" gets taken care of properly. The hotels/casinos could comp much more, generate much more business....Instead they pinch pennies and lose dollars.
And, finally, shubox...we are both biased...and rightly so. Keep coming into this forum to contribute.
Shubox...
A superb write-up and observation....
Actually, according to Forbes.com, we are only thousands of a percentage point behind NYC as the #1 destination in the world for shopping & dining!
And, yes, customer service (moreso on the Strip) is a lost art....which is why I eat 99% of my restaurant meals off the Strip...and constantly monitor service issues at some of the businesses that I am part of....
The transient nature of Vegas has grown....another issue which creates constant turnover and lessens the customer service aspect...."The Personal Touch" is the most important aspect of customer service and it's tough to have that "touch" if the personnel at a restaurant or hotel/casino keeps changing....
I have also found that the hotel/casino hosts are more useless than effective....you can count on one hand the number of really good ones in this town....another profession that just has been abandoned (and corporate "bean counters" haven't helped either).
Comping has become an accounting procedure for the masses...only the rare "whale" gets taken care of properly. The hotels/casinos could comp much more, generate much more business....Instead they pinch pennies and lose dollars.
And, finally, shubox...we are both biased...and rightly so. Keep coming into this forum to contribute.
VG the problem with most employees is just that they are employees and only care about their bottom line which is tips and hourly wage.
Iam on the owners side of the table so I hate bad service, I remember a couple of customers of mine that had lunch at the restaurant across the street from me. They came by after to tell me how bad the service was and tipped just a quarter to make a point of the lousy service.
They waiter got into a heated arguement with them and said don't ever come back. That is not fair to the owner as some waiter who probably wont be there for more than a year costed the owner 2 clients for life plus any friends as word of mouth travels fast.
These 2 customers are far from cheap and don't normally act this way.
There is a restaurant in the Flamingo that has hands down the worst hosts ever. The wait staff is great but the hosts are horrible. Go by sometime just to critique them you'll see what I mean.
VG the problem with most employees is just that they are employees and only care about their bottom line which is tips and hourly wage.
Iam on the owners side of the table so I hate bad service, I remember a couple of customers of mine that had lunch at the restaurant across the street from me. They came by after to tell me how bad the service was and tipped just a quarter to make a point of the lousy service.
They waiter got into a heated arguement with them and said don't ever come back. That is not fair to the owner as some waiter who probably wont be there for more than a year costed the owner 2 clients for life plus any friends as word of mouth travels fast.
These 2 customers are far from cheap and don't normally act this way.
There is a restaurant in the Flamingo that has hands down the worst hosts ever. The wait staff is great but the hosts are horrible. Go by sometime just to critique them you'll see what I mean.
Sad but true.....but still gotta blame the owner for a lousy employee also...If the employer does not constantly monitor his staff..from manangement on down, then he deserves what he gets.
As to the "hosts"...I was referring to a host in a casino/hotel...those that have clients that come here to gamble, shop, eat, etc....It's those clients that I have heard more complaints from than any one group. The fault of losing those clients lies with senior management (especially financial management...non-creative, incapable of really understanding what drives this industry).
The one person in this town...and he is far from perfect...who has the best track record for his management and staff is Steve Wynn
pez...
Sad but true.....but still gotta blame the owner for a lousy employee also...If the employer does not constantly monitor his staff..from manangement on down, then he deserves what he gets.
As to the "hosts"...I was referring to a host in a casino/hotel...those that have clients that come here to gamble, shop, eat, etc....It's those clients that I have heard more complaints from than any one group. The fault of losing those clients lies with senior management (especially financial management...non-creative, incapable of really understanding what drives this industry).
The one person in this town...and he is far from perfect...who has the best track record for his management and staff is Steve Wynn
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