In the current depressed state of the national economy, casinos throughout Nevada are finding themselves dealing with increased competition to attract and retain the best customers. One of the easiest and most successful ways to keep people coming back is to make sure they have an enjoyable experience from the very moment they arrive at a property. One of the very first people an arriving customer meets—and similarly one of the very last people a departing customer meets—is a bellman. Steve Webb has been on this front line of customer service for five years at the Venetian, and he’s learned a few things about making the guest’s experience a memorable one. “It’s about making them feel comfortable with their stay, meeting their expectations and thinking about anything that they could need or want before they have to ask for it,” Webb said. The same goes when they’re on their way out, too, like making sure that they’ve checked wall outlets for cell phone chargers and the like. “It’s the little things like that that get missed at most places,” he said. With Webb there to think of these things for the customers, the Venetian is positioned to maintain the levels of customer service for which it already has a well-earned reputation.

By Casino Connection Staff