Customer service bellyflop at Stack at 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.
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.
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.
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






