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September 19, 2006
Wynn: Extending the personal touch
After I checked in to the Wynn Hotel in Las Vegas the other day, I found it does several things to personalize the experience of its guests.
First, the hotel has upgraded the lowly swipe card room key and personalized it by putting my name on it. (Well, not my full name -- they thought of better of the wisdom of a guest's entire name on a room card.) That's bound to appeal to guests who love to collect stuff with their name on it, especially if the room key is a momento of a memorable time.
Once inside my room, I noticed my room phone also displayed my name. I must be in the right room.
Finally, when I turned on the flat-screen TV, there was my name again. Not only did I know I was in the right room (in previous experiences, I've had at two hotels book me into occupied rooms), but I liked how the hotel recognized me several times, but not in a creepy way.
Personalizing the experience for a hotel with 2,700 rooms is no easy task, even if it did cost $2.7 billion to build. But anyone in the business of providing service has multiple points to personalize a customer's experience; including the customer's name on multiple items is an ideal way to counter the age of impersonal, mass-produced customer experiences.
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Really nice experience. Personalization does little cost anyway compared to makeing great difference to customers. And it makes you feel like at home and forget the high room fee.
i've been to quite a few hotels where, upon entering the room, the tv screen said "welcome, mr. doe" while it's a nice feature, most of the time, my name was spelled horribly wrong. and that spoiled the entire thing. it was actually more of an annoyance than a positive surprise.
