Problem:
As the combined property of The Palazzo & Venetian, with over 7,000 rooms and suites, the challenge was maintaining consistent brand standards and delivering a cohesive Four-Star guest experience. With such a vast and complex operation, ensuring guest loyalty and meeting high service expectations required tailored strategies for each department.

Solution:
We collaborated with the management teams to conduct a comprehensive analysis of customer service metrics and mystery shopper feedback. Based on these insights, we developed tailored training programs for more than 20 departments, focusing on clarity, efficiency, and core values. The implementation of step-by-step checklists ensured that service delivery was consistent, efficient, and aligned with the properties’ prestigious standards, ultimately enhancing guest satisfaction and loyalty.