Wynn Magazine - Las Vegas
Issue link: http://digital.greengale.com/i/39920
PHOTOGRAPH BY RUSSELL MACMASTERS (BOTERO) ESSENTIAL WYNN The Discover Wynn call center is one-stop shopping for the Wynn/Encore experience, including reservations at the popular Botero restaurant. The new Discover Wynn call center might just be the last number you'll ever need for anything you could ever want. BY MICHAEL B. DOUGHERTY ONE CALL DOES IT ALL Y 114 WYNN ou hear it over and over again: One of the best things about staying at Wynn and Encore is the sheer vari- ety of dining, entertainment and activities available on-property. From catching the jaw-dropping spec- tacle of Le Rêve, rocking out to the music of Garth Brooks or enjoying an intimate dinner at Botero, staying at Wynn and Encore means having the world at your fi ngertips. And we mean that quite literally now, as the new Discover Wynn call center provides a one-stop-shopping experience for all things Wynn—even if you're still at home. When Wynn's new president, Marilyn Spiegel, arrived at the resort, she noticed that there was a bit of a disconnect between booking a room, getting a reservation at Sinatra and securing a table at XS. "It was not as effi cient as it could be," Spiegel explains. "My goal was to get everyone in the same place." It may sound like a simple enough idea, but what Spiegel was proposing was a logistical reinvention of how sales staff would interact with guests, stream- lining the process through which the Wynn experience is created. In the pre-Spiegel days, scheduling your stay required speaking with several people, one for your room, another for your spa appointment, yet another to book your tee-time…. Now those disparate points of contact have been consolidated into one nerve center that knows all. Today when you call for your room, your representative can knowledgeably and help- fully book your treatment, get you a preferred time out on the links and generally guide you through the expansive world of Wynn. "The response has been overwhelmingly positive," says Discover Wynn executive director Phil Romeo, who oversees operations at the center, ensuring that every Discover Wynn representative you speak with has the tools he or she needs to provide you with the best possible service. "Mr. Wynn has frequently commented on the importance of this. We may have the fi nest, most imaginative and sophisticated surroundings, but it is ulti- mately the staff that gives this place its soul," Romeo points out. That staff generates some pretty impressive numbers: From its 10,000-square-foot home, the Discover Wynn call center supports 90 representatives per shift, who handle an average of 11,500 calls per day. The statistics are amazing, but as Romeo said, it's the people who bring them to life. He shared a story that exemplifi es the personalized care Discover Wynn off ers: "Our colleague, Mary Lake, assisted a guest from out of the country in booking his room. He was so pleased with the experience, he wrote to thank her and to ask for the recipe of the house-made granola served at Terrace Pointe Café, which had become his favorite breakfast during his stay. Mary not only wrote back with the recipe, she also had a small supply of the granola shipped to him." What if you're already here and you just have to get a Friday night res- ervation at Switch Steak? The call center has you covered. "Even during much-desired prime times, we will go the extra mile and call restaurant management to try to determine whether we can work someone in," Romeo says. You can also expect advance reservations to Wynn and Encore's hottest clubs, discounted show tickets and pre- ferred service as a guest. Discover Wynn understands that they are the gatekeepers of the guest experience, and they can help you build the perfect stay. And it all starts with a simple phone call. "Guests are able to hear from one person, one trusted advisor, all the great things you are able to do," says Spiegel. "It's like having your own travel agent." ■ Hard-to-get tickets such as Garth Brooks can be secured through the call center.