I have lived and worked in Las Vegas for over 40 years, and it has taken that long for one hotel to make the Best of the Best list.
And that's saying something, considering that at one time it was doubtful that it would ever open.
And it's also saying something, considering that Las Vegas is populated by world-class hotels; many within walking distance of each other.I am speaking of The Cosmopolitan of Las Vegas hotel.
The hotel is led by CEO John Unwin and his team, and they have found the right combination to earn the kudos, Best of the Best.There are some fine hotels in Las Vegas, but they have not found the right combination like The Cosmopolitan has.Their marketing and advertising is right on the mark and resonates well with its guests.Their customer training is second to none, and the many awards The Cosmopolitan has earned since its opening in 2010 attest to this.John has put together an excellent team of managers and staff that deserve the recognition it has received.
It takes a lot of hard work and dedication to achieve this award, but most of all it takes passion for the industry.The training program and regimen the hotel uses to entice and keep guests happy obviously works and has impressed me greatly over the many occasions I've had to visit the hotel and partake of many of its world-renown restaurants and its cuisine, as well as many of the other activities the hotel offers.The staff seems to have a passion to serve guests, to make them feel special, to exceed their expectations, to anticipate their needs, to make them happy, and not, seemingly, because they have to but because they want to.
If you stop to consider the amount of competition that exists between hotels here in Las Vegas, it's a phenomenal feat to come out on top.Las Vegas should have several hotels on the Best of the Best list, yet it very seldom wins in that category, even though many of those potential Best of the Best hotels possess some of the finest restaurants in the nation—many that have garnished best awards.It would seem to me that with the quantity and primo quality of hotels and hotel executives that this town has, Las Vegas should be one of the consistent winners in Best of the Best.
I have traveled to other parts of the world and have stayed at five star service hotels, and in some areas now (e.g., Dubai) you now have six star services.It seems to me that we should be able to provide that service here, and if not the sixth star, at least provide sis-star service.It is obvious that the Cosmopolitan is doing just that.They exceed consistently all expectations and do it all with alacrity and a smile.
I provide staff training for several five-star properties in Northern California—they have a select clientele and they are booked year round.
Service pays off!Las Vegas could, and should, be doing better.
Yes, Las Vegas hotels have 90% room occupancy almost every year, which, as the hotel business goes, is very good business; however, I consider that kind of mass production falls short of providing any kind of real service to its customers. Again, hats off to John and his staff.