In an interview former Caesars headliner Bette Midler compares working in Las Vegas during the recession to being aboard Titanic. But the most damaging story Midler offers is about customer service. Las Vegas used to have the best customer service in the nation. Now, after more than a year of indebted casinos companies, such as the owner of Caesars, using layoffs and cutting hours to reduce expenses, even at the high end the difference in customer service is noticeable. Midler tells ShowbizSpy of her attempt to order room service during the final months of her show which closed in January, 2009:
“I was living in the hotel and I remember one day I ordered room service, and the girl came and she looked so exhausted. I asked what was wrong and she said she was having to look after all the guests — they’d let everyone else go. And that’s when you start to question yourself — what am I doing here? Am I contributing to this?”
The significantly reduced quality of customer service was a short term gain for casinos needing to stabilize their finances in the recession. But the Vegas experience of customer service helps distinguish a vacation here making it special and memorable. Midler was right to turn depressed at the situation. What will the impact of the decreased quality and emphasis on customer service over the past couple years have on those tourists who save to come here in order to be treated like royalty during their Vegas vacation? Vegas no longer has the staffing for that experience for most customers. And, the Strip casinos are showing no inclination at this point to staff up again. Could so many cuts could be here to stay? If you have been here recently have you noticed the change?
Not only have I seen service levels drop to a new low across the board, I’ve heard service folk very audibly complain about it to any customer who will listen. In my experience, many preemptively use it as a shield to explain their harried a nature, cold room service, late response to a front desk call, etc.
Conversely, I’ve also seen the attention given to good tippers go up as well. After getting settled in and making sure the people who provide good service are well-taken care of, many workers remember your generosity much more clearly than in the past as far as I’ve seen. My thought is that tips are more important than ever before and that’s an opportunity for sharp guests.
Unfortunately, comps seem down at many of my favorite resorts. I’m a black chip player but I can’t play, eat, shop, spa, or tip if I’m not given a good incentive to cut the time out of my schedule.
Love your blog, Rich.
GOLDPLATEDDOOR Heard so many room srv folks complain abt their intense workload/few hrs/angry patrons, “…but at least I’m still here.”
It depended on the spot.
At the Monte Carlo and Imperial Palace, me and my group were treated fairly poorly at the table despite betting a quarter a hand and not hounding for comps.
At the Belliago’s Picasso were treated like VIPs despite being the second to last group in the restaurant. Awesome, well never forget it.
MGM Grand’s pit bosses were second-to-none, there were personable, had readied drink service, and offered comps while playing less than we did at the other two casinos.
Last July (2010) I stayed at Sahara. What a dump! The customer service was awful. The only morning/afternoon place to eat (The Nascar Cafe) closed down for good in the middle of my trip, and the only other restaurant was a steak place (pretty good) but again service was bad.