The Movable Buffet

Dispatches from Las Vegas
by Richard Abowitz

Category: Mirage Hotel

Customer service bellyflop at Stack at Mirage

October 5, 2009 | 10:46 am

Mirage

On Saturday night I went to Stack at Mirage, a restaurant run by the Light Group (the nightclub company whose Vegas holdings include Bank at Bellagio and Jet at Mirage).

Light Group is half-owned by a company controlled by the ruling family of Dubai. I mention that in light of what happened to me there, because a kingdom/dictatorship where there is not the freedom and democratic sense we have in the United States could easily trickle into how they see their customers. Did the people of Dubai want to invest their oil money in a Vegas nightclub/restaurant company? It does not matter. They don't get a vote. They are the little people of Dubai, not connected to the royal family.

But in Vegas, being connected to the powerful does not matter. Here those unconnected folks are the VIPs, or, at least should be, and we call them tourists; their presence supports all of us who work in Vegas.

One of the major sources of Vegas magic is the amazing customer service offered by the casino resorts of the tourist corridor. The resorts make regular folks on vacation from everywhere feel like they are being treated like Paris Hilton. That is, if those regular folks are willing to spend the money for that treatment. Vegas is certainly not a nonprofit mentality.

So, to give our tourists the feeling that they are the center of attention, quality people are hired by resorts; and jobs that would pay minimum wage elsewhere in the country here tend to come with a seriously good wage negotiated by a union, along with a benefits package, that lets being a doorman, cocktail server or valet in Vegas be a career and not a job. A blue-collar city with white-collar salaries has always made Vegas special.

And, the affect this has on customer service is predictably incredible. Turns out that people earning $60,000 a year to park your car actually care about doing a good job more than someone who is getting the least a company can legally pay. So, especially in this recession, where Vegas needs to bring tourists back and encourage them to spend money they may have less of than before, customer service now is more crucial than ever. That is why I was shocked by the way Stack treated me when I arrived a couple of minutes ahead of  the person I was meeting.

I was at Stack to meet Vegas producer and headliner and publicity maven Jeff Beacher to discuss his upcoming projects and wrangle a photo from him for an article. He was staying at the Mirage and he picked Stack for our meeting. When I arrived, I called Beacher, and he was getting in the elevator at the hotel on his way down to meet me. So, I sat next to the restaurant to read for a few minutes. That is when things went wrong and two doormen from Stack approached me. 

The doormen demanded to know what I was doing there. Waiting for someone to walk over from the elevator to eat at Stack was my reply. That should have gotten a friendly invitation to wait at the bar. It did not; I was totally floored by what happened. The two Stack doormen, who of course were blocking the entrance to keep me out, asked me to move farther away so as not to block the entrance I was not blocking but that they were blocking. My theory is that they were bringing Light Group's velvet rope nightclub thinking to a restaurant. I did not look like their idea of a VIP, and I chose not to drop names, and so they did not want people walking through the Mirage and seeing me in front of their restaurant. How offensive.

Bottom line: I told them I was waiting for a hotel guest on his way from the elevator to eat there and instead of being friendly, they ordered me to move away from the entrance. And, so I did. I slid down a few feet farther from the entrance. In fact, I was so far from the entrance they had  to walk away from the entrance just to speak to me. They did that. This time they insisted that I move again. No reason was offered beyond some psychic imperative along the lines of "I need to ask you to move." Why would I care about the doorman's needs? In fact, this time they wanted me to stand across from the restaurant by the slot machines at the other side of the hall. Hello, I just told them I am a customer waiting for someone to eat there, why not invite me to wait at the bar or something more polite than: go stand 15 feet away from our restaurant where you might not even see the person you are meeting? How insulting. 
 
I walked off vowing not to go back to Stack ever again. But, like I said, I don't have such choices. I had to go back to Stack as soon as Beacher called me. I had a meeting. It was my job to be there. And, later, I was told by virtually everyone who works at Stack that I would not have been treated that way "if they knew who you were." But who am I? I am a customer who, of all the restaurants in Las Vegas, in the midst of a recession, had chosen Stack (a choice that will never happen again). I should not have to announce I am from the L.A. Times to get treated acceptably. In fact, I should be treated worse as an L.A. Times reporter because I had to be there for work as was proven when against every urge in my body Beacher had me go inside Stack to get the information I wanted from him and secure the promise to send the photo.
 
So what upsets me, and they had a hard time grasping, is not that they treated ME badly. I get that they would never knowingly do that. Telling me 10 times does not matter. I am livid they would treat an anonymous tourist like they treated me acting like they only want "important" customers and my regular money apparently wasn't green enough. That is not the direction the Vegas economy is going. That is how nightclubs thought about tourists in 2006, and we see now how well that is working out for them in a down economy.
 
Inside-baseball angle: Why are Light Group employees deciding where in MGM-Mirage's Mirage property I am allowed to stand as a tourist in relation to their tenant restaurant? Anyway, everything about what happened was not how a tourist should be treated. I doubt that is how Mirage wants their hotel guests and the people who come to meet their guests for dinner treated.
 
A couple of people from Stack wanted to know how to make it up to ME. This seems the appropriate place to tell them. Here is my suggestion: Forget about Richard Abowitz. Focus instead on the VIPs. The front line staff at Stack needs to be retrained in customer service ASAP.

Every business in Vegas right now should have as a mantra: The only VIPs who matter are the tourists! From celebrities to attractions to reporters, we are all bait to get the tourists to come to Vegas. The tourists are who make this town like no other and whose presence creates the economy, vibe and the Vegas experience that lets us all live here.

So, one more time: Vegas needs to remember that every tourist is a VIP!

If you visit regularly what has your customer service experience been like? Have you noticed any changes as resorts turn more desperate for customers or layoffs mean there are fewer people to help you at resorts?

Photo: Sarah Gerke


Perrypalooza at the Mirage pool

April 13, 2009 | 12:00 pm

PerryFarrellm

A concert promoter here once told me: "Nobody comes to Vegas to do the show of their lives."  Instead, he felt, Vegas is where they come for money. And sometimes I believe that. Bands are well aware that audiences here are notorious for only caring about hits, and then there are all the before-show opportunities to party in Vegas. Slash once confessed to me that a New Year's Eve Vegas show was the only time in his career he walked onstage too incapacitated by drink to really play as well as he should. Generally all these factors add up to a lot of mediocre rock concerts. Then add that it still does not pay to bring concerts like Leonard Cohen (who was playing L.A. this weekend) to Vegas. But then there are moments like Saturday night, which restore my faith in the Strip to create the impossible.  

I can't honestly say Saturday was the greatest rock concert musically I've been at in Vegas, because that honor goes to the White Stripes' aural assault Sept. 20, 2003 at the Hard Rock. But the celebration concert of Perry Farrell's 50th birthday this weekend was far more special than anything I have been lucky enough to witness before: original, totally unrepeatable, unpredictable, fun and, most important, featuring performances in Vegas that no one (even the participants) could ever have expected to hear  together.

The poet John Keats in a letter once described the ability to hold two opposing ideas simultaneously without being disturbed by the contradictions "negative capability." Negative capability is the only phrase  to describe the experience of Perrypalooza. Tickets for general admission were $115 and table reservations started at $2,500, creating an elite, expensively dressed and extremely well groomed audience to gather around the Mirage pool and watch, among other highlights, the Stooges underground classic "Down on the Street" performed with Wayne Kramer of the even more underground MC5 on guitar -- a guitar, by the way, on which were inscribed the words "Arm the Homeless." The singer on "Down on the Street" was Billy Idol, whose roots go back to original British punk band Generation X and the guitar was borrowed by Kramer from Tom Morello of Rage Against the Machine.

In short, it was a night of performances by the artists who inspired the hugely influential Jane's Addiction tied to performances by the those influenced by Farrell's first successful band. As the founder of Lollapalooza, Farrell has a list of friends that runs from CBGB punk through hip-hop. The opening act, for example, was up and coming rapper Mickey Avalon. Farrell also worked through his personal history. The first song he played, "Go All the Way (Into the Twilight)" was his latest offering available on "The Twilight" movie soundtrack. And from there came reunions with Porno for Pyros followed by Jane's Addiction. In between, were the guest musicians including, among others, members of Cypress Hill, Matt Sorum, Juliette Lewis, Debbie Harry, Tom Morello and Billy Morrison.The powerhouse night ended as Farrrell held up a bottle of Champagne to toast the audience and the performers during the everyone-on-stage jam version of  "Sympathy for the Devil"  

Endm  

For more on Perrypalooza, please read my Buffet print column I am writing for April 19 to include  the exclusive backstage interviews I was able to get with many of the participants.

Photos, all by Sarah Gerke: Top, Perry Farrell. Above, everybody onstage for the end of the concert. Below, top to bottom: Juliette Lewis, Matt Sorum and Billy Idol, Debbie Harry, Dave Navarro, Tom Morello, Porno for Pyros, Sen Dog. 

JulietteLewism 

MattSorumandBillyIdolm 

DeborahHarrym 

DaveNavarrom

TomMorellom 

PornoforPyrosm 

SenDogm


Terry Fator opens at Mirage

March 17, 2009 |  8:22 am

Fator1

I could not make the VIP opening of Terry Fator's show at Mirage on Saturday. I will check out the show and review it for you soon. I actually seemed not to grasp how big a deal the event was. After all, the replacement of impressionist Danny Gans (who went to Encore) with ventriloquist/impressionist Fator (who came from Las Vegas Hilton) appeared very typical of the play-it-safe mentality of the times. Apparently, the grand opening for Fator was attended by many and the performance  provoked a range of reactions among local media. Joe Brown, in the Las Vegas Sun calls Fator "aggressively innocuous," adding of one section:

"One of Fator’s bigger set pieces is based on 'Bad'-period Michael Jackson, with a breathy-voiced Fator clad in red leather jacket, looking more like Weird Al. His fey, simpering Jackson duets with the cowboy puppet on Garth Brooks' 'Friends in Low Places,' and while the incongruity of the styles and voices is truly funny, the Jackson jokes could qualify for 'Antiques Road Show.'"

On his blog, Vegas Happens Here, reporter and columnist Steve Friess essentially concurs, offering of the same bit:

"And some of Fator's current content is, in a word, lame. As a comedian, Fator hits mostly well-beaten softballs. For whatever reason he feels Michael Jackson needs yet one more round of mockery, the sequence is all of the obvious stuff you've heard a zillion times: The weird thing with little kids, the plastic surgery, the voice, the crotch-grabbing, the light skin. How difficult is it to make an audience giggle at this stuff? If you were presenting a new show on the Strip in Vegas, would this hackneyed material be a central portion of your act?"

Still, the Review-Journal's Doug Elfman writes far more positive experience of the opening night:

"Just like that, Terry Fator is a new standard on the Strip. On Saturday night, he put on a crowd-pleasing show for an invitation-only crowd of media elites and Vegas insiders. Afterward, they were all happy. This is very important for Las Vegas."

Fator is also the subject of a profile in Las Vegas Weekly (where I am on staff).

Have any of you seen the show yet? Thoughts?

I find it interesting the amount of attention the show received considering how mundane the topic is -- a new puppet-wielding ventriloquist show. The scaled-back ambition of entertainment in Vegas these days is obvious. Unlike a Cirque show or the Broadway shows, the national medial did not show up to review Fator in large groups. But I think locally there was a real hunger for more entertainment options on the Strip. The best shows in town have all been open for quite a while, and many of the better new shows (including most of the Broadway shows) closed. Fator's show offered a chance to cover a headliner's new effort even if it was an already locally known headliner. We used to get many of those openings. But in Vegas there is a lot less happening these days.

Photo: Getty Images


Meet Java, the leopard cub

February 12, 2009 |  8:01 am

Javadolphin As you walk in from the parking garage at the Mirage, there is a sign inviting you to see their newest "wild child," Java, the leopard cub. He was born Nov. 19 and made his public debut for photography media Wednesday. As Buffet photographer Sarah Gerke watched, Java tackled stuffed-animal versions of the white tigers and dolphins who share his home at Siegfried & Roy's Secret Garden at the casino.

Photo: Sarah Gerke


Mirage volcano reignites

December 9, 2008 | 12:51 pm
Volcano_018_2 The renovations are over. So much is going wrong in Vegas these days, it is good to see something work, and work really well.
 
I am happy to weigh in with my pleasure at seeing the new volcano erupt at Mirage last night. My first impression is that rather than just go for bigger and more, the landmark volcano has become a much more technologically sophisticated attraction than was possible in 1989 when the volcano first opened. No previous renovation has been this extensive. Don't get me wrong, bigger and better are both on the mission accomplished list too. But now there is Grateful Dead drummer Mickey Hart's soundtrack, which is another world from canned volcano noise. This music is compelling: mysterious, powerful and physically overwhelming.  Also, there is much more focus on the expanded fire elements being more forceful to push through the water as well as coming down the sides of the volcano in many miniature eruptions.

If you were impressed by the Mirage volcano before, you need to see it again. The Mirage's volcano is once more the greatest free show in Vegas -- a perfect entertainment treat in a recession.

Photo: Richard Abowitz

Terry Fator to the Mirage

May 12, 2008 | 10:06 am

"America's Got Talent" winner Terry Fator has been getting a lot of attention for his show at the Hilton. Now that the Mirage is packing impressionist Danny Gans off to the Wynn, resort executives are left with an empty theater. The usual corporate solution is not available since the Mirage already has a Cirque show with "Love." So faced with the challenge of a fresh decision in entertainment the brain trust, it seems, has decided to replace an impressionist with a ventriloquist/impressionist.

So, as Danny Gans leaves, then enters the era of Terry Fator. I am trying to confirm details with MGM Mirage now. In the meantime, here is a YouTube video I looked up of Fator before fame found him doing an impression of future fellow Strip headliner Cher with the aid of an audience volunteer. Have I mentioned what a lame period this is for Vegas entertainment?


Not so hot spot: Mirage's volcano won't spurt lava until fall

March 27, 2008 | 11:48 am
Volcano_3 Despite the success of Jet nightclub and Cirque's Beatles show "Love," the Mirage as a Las Vegas landmark is really best known for its outdoor volcano.

So, imagine my surprise when I noticed that the Mirage's volcano is pretty much gone and the faux lake around the volcano drained.

I contacted Mirage and was told:
 
"The Mirage is in the process of a complete renovation of the volcano. We’re finalizing design details as we speak and will hopefully be announcing details very soon. It is scheduled to be down until the fall of this year. We’ll forward you press materials as soon as they are final and approved."
 
If you are curious what the Mirage looks like without its signature volcano, as well as how the Strip's in-progress construction boom progresses, ratevegas.com has some nice recent shots from all of the accessible building sites. (Photo by Mike Ch, courtesy RateVegas.com)


Let 'Love' rule

February 11, 2008 |  8:20 pm
Love Sunday the soundtrack to "Love" won two Grammy awards. During the telecast, some of the cast of the Cirque show at the Mirage performed a modified version of their routine to the Beatles' "A Day in the Life."

In the context of the spectacular sound and setting of the theater of "Love," that routine is one of the most emotionally moving in the entire show. It features one of the best aerialists I have ever seen. The television Grammy experience, though perfectly adequate television, was not a good substitute for seeing "Love" at the Mirage.

The breaking of the car behind the aerialists into acrobats with the automobile's component parts has surprising visual impact at the center of a stage but was caught mostly in the background by Grammy cameras. And the "Love" cast looked cramped on the Grammy stage. Still, the value of a Grammy appearance (not to mention winning the awards) was worth lots of attention and publicity for the show. But not so much press that "Love" wanted to miss any performances of their usually sold-out show. The amazing thing is that "Love" is so hot a ticket right now that they were able to structure things so that not a single performance was lost in order for some cast members to be at the Grammy awards for the act last night.

"Love's" publicist informed me: "Zero shows canceled. We just moved dark nights around." That is what things are like when you are the hottest ticket in Vegas.
(Photo by Sarah Gerke)

Revolution is jazz

November 6, 2007 | 11:11 am
375161055_1bb189be86_m Revolution Lounge at Mirage is trying something interesting tonight: live jazz.

One great thing about Vegas is that fabulous musicians can get great jobs if they are willing to play lousy music.
 
For example, it is probably a fair assumption that musicians skilled enough to develop the chops to be hired for Celine Dion's show probably have better taste than to enjoy playing Celine Dion music.
 
Anyway, tonight a group made up of musicians from Dion's show, Cirque shows and Blue Man Group will be performing jazz as Collectif. Doors open at 10 and the show is free. This passes for an interesting and innovative idea in a Vegas lounge. Not that Revolution Lounge is abandoning the more traditional fare. After two sets by Collectif, the connoisseurs and cognoscenti can clear out before MoJo Risin' offers a Doors tribute show. 

(photo by Sarah Gerke)

Of lost credit cards and LOVE

September 21, 2007 | 11:06 am
Love I would not advise ever letting your credit card out of your sight in Las Vegas for every obvious reason.

But last night I lost mine at the Mirage. 

I was at the Mirage to check out some fine tuning done to Cirque's LOVE followed by a meal at the Mirage's Carnegie Deli. After much panicked searching of my home and car, I faced facts and called the Mirage looking for my plastic needle in a haystack.

But my credit card was with security. It turns out I left the credit card at the Carnegie after using it to pay for the meal. The staff of the deli alerted security who picked up the card at once. It almost makes me not mind the Carnegie's ridiculous $3 sharing charge.
 
By the way, the most important change in LOVE is the removal of the unpopular "Blackbird" segment. The new segment has the Beatles performing "Blackbird" instead of an actor simply reciting the words. It is a definite improvement.

(Photo by Sarah Gerke)


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