5 Ways Las Vegas Delivers the Ultimate Guest Experience

Las Vegas is arguably the entertainment capital of the world, and is constantly adapting to industry trends and the demographics of its visitors to remain successful.

Over the years, I have seen a lot of interesting innovations in the hospitality industry on display in Las Vegas. After a recent trip, the city continues to surprise me.

Here are five ways that Las Vegas manages to deliver the ultimate guest experience for its 39 million+ visitors each year:

#1: Appealing to Shifting Demographics

Popeye Statue Wynn Hotel

Las Vegas continues to reposition itself to adjust to a changing environment. Originally created as a gambling destination in the desert, its expanded into drawing business travelers for conventions, entertainment with big-name celebrities and musicians, fine dining and shopping. The city also offers different experiences for different price points–from the ultra-luxurious Wynn to affordable properties off the strip.

#2: Communicating Across All Channels

My Las Vegas hotel emailed me before my arrival with weather alerts and transportation options. All of the city’s major properties currently engage with guests across social media, email, Web, phone and text message. Promotional text message alerts are particularly popular in Vegas; the proactive nature of the interactions spur instant action, without the need to download standalone mobile apps.

#3: Proving a Rich Experience Wherever Your Guests Are

Las Vegas is definitely a city where “thinking outside the box” is encouraged, in terms of providing services and selling opportunities. At the day club at the Cosmopolitan Hotel, there are temporary gaming tables across from the entrance, just during opening hours. At the airport, Johnny Walker offered free (small) product samples in front of the duty free shop.

Johnny Walker Las Vegas Airport

Las Vegas’ McCarran International Airport was one of the few duty free shops I have been to that allow non-international travelers to shop there; they just have a different price.

#4: Leverage History and Traditions While Delivering the Future

Elvis Statue Westgate Las Vegas

Many of the hotels in Las Vegas have a long history that they maintain, even as they renew their image. The use of the Elvis statue at the Westgate (previously LVH and Las Vegas Hilton, where Elvis performed) ties the property to the past.

The recently reopened SLS (previously Sahara Hotel) also featured pieces of the old hotel, such as the jeweled S door handles, now part of the lighting fixtures. Bits of history and tradition help give the properties character and provide fodder for conversation and differentiation.

#5: Leveraging Technology for Productivity (and Customer Service)

Las Vegas Hotel Self-Service Kiosks

Las Vegas is all about service, and technology is used everywhere to help improve the standard of service.

It seems like technology is being baked into every aspect of the customer experience–from automated checkout via in-room technology, sending the folio to the guest through email, video surveillance to protect guests on the property, and self-service kiosks for various services–ranging from redemption of gaming winning to ordering a cake.

Las Vegas also excels at the non-technical aspects of hospitality. Every staff member at every property I visited–from the janitors to the hotel executives–can give clear directions to every aspect of the property without hestitation. That’s the best definition of hospitality: a great experience for the guest before, during and after their visit.

For more information on Avaya’s work in the hospitality industry, please visit http://www.avaya.com/hospitality.

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