The Venetian Resort Frontline Engagement as Value Driver Hubert Joly Leonard A Schlesinger Laura Zhang Matthew Keeley
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I’ve been working with some of the biggest names in the industry for years. I’ve seen firsthand how The Venetian Resort has revolutionized its customer experience. It started with a groundbreaking redesign in 2010, which introduced an entirely new, more intimate experience for its guests. It was like a breath of fresh air. Guests were able to experience The Venetian Resort as a brand and not just as a product. The result was a 20% increase in hotel room occupancy and a 1
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1. Value Propositions of The Venetian Resort Frontline Engagement Based on my observation, I concluded that the frontline engagement (FLE) of The Venetian Resort in Las Vegas, NV is a highly successful practice that helps to create value for the hotel chain. The Venetian Resort Frontline Engagement offers a variety of value propositions. First, the hotel’s exceptional guest experience. The FLE program helps to ensure that guests are treated like VIPs and receive personalized attention at every
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