The Palms Casino Resort has launched a new customer service program called Service on the Spot. The program provides guests with one-touch access to a service ambassador who will assist them with their questions. The concept was developed by Palms team members to provide immediate assistance for guest needs.
“It is the mission of the Palms to provide the best possible customer service to each and every guest,” said George Maloof, president of the Palms. “We want our guests to know how important they are to us. Service on the Spot was created to provide immediate assistance. It’s not just a marketing ploy.”
Service on the Spot is designed to provide interpersonal and rapid assistance via telephone and is accessible by pressing a button, specially marked with the letters SOS, on a guestroom or any public house phone. Service on the Spot is introduced to the customer during check-in on the key packet and again on the guest room television. For non-hotel guests, signage has been placed throughout the property including house phones, lounges and food and beverage outlets.
All calls placed by pressing the Service on the Spot button are automatically connected to the service ambassador who in turn relays the information, via computer software, to the manager on duty in the appropriate department. After the guests’ needs are met, they will receive a courtesy call from the manager to follow-up. All calls will be logged for managers to identify trends.
The Palms Casino Resort is the $265 million boutique resort that opened November 15, 2001. Owned by the Maloof family, the 455-room property offers a diverse mix of restaurants and bars, a 14-theater Cineplex, a 1,500-seat, multi-use entertainment venue and a 95,000-square-foot casino. It is located just west of the Las Vegas Strip and I-15 on Flamingo Road at Wynn Road.