Angela J. Wright's Last Visit To The Bellagio In Las Vegas

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According to Ms. Angela J. Wright there was a gap between the guest's expectations and the perceptions of the services she received in her last visit to the Bellagio in Las Vegas, NV. As a regular guest she knew the quality of services that make the difference between the Bellagio and the other hotels in the same area. Her expectation was high and she was accustomed to that quality of services. When the turnaround of management is frequent it tends to damage the quality of service the property will provide. Regularly, new management might not have the same training and qualifications of the previous management. Another factor could be that when a CEO and/or FEO agree on reducing expenses this tends to lower the quality of service the guest will receive because they will hire new staff with less experience on the field and customer service. …show more content…

Wright was expecting to receive the same high standard customer service that makes the Bellagio apart from the competency. On the other hand, Sharon (reservations), Kate at the VIP check-in desk, Mr. Antonio Aguilar, the Assistant Hotel Manager, Claire and Mr. Randy Morton, we’re not able to stop the escalation of the problem Ms. Wright was experiencing. Also, Katey a Hotel Security and Dellisa Assistant Hotel Manager on duty were unprofessional in their treatment of Ms. Wright and daughter. Smaranda a VIP clerk, try to assist them as the best of her ability, but Miguel a casino security harasses Ms. Wright, daughter, in the casino just because she denied on showing her identification. Ms. Ce-Ce Chiong, a Slot supervisor assist and apologize for Miguel’s behavior and assist her to cash out at the casino. Ms. Wright requested a non-smoking penthouse room that she was interested in the highest floor, more specific, the penthouses on the ends of the building because she likes the panoramic view this room

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