1. Welcome to VegasMessageBoard
    It appears you are visiting our community as a guest.
    In order to view full-size images, participate in discussions, vote in polls, etc, you will need to Log in or Register.

Difference between CRM & Executive Host at Venetian?

Discussion in 'Comps' started by bombsbits, Aug 27, 2015.

Thread Status:
Not open for further replies.
  1. bombsbits

    bombsbits Tourist

    Joined:
    Jan 12, 2015
    Messages:
    4
    Location:
    UK
    Trips to Las Vegas:
    6
    Just had an email from our CRM (casino relationship manager) introducing us to an Executive Host for future trips. We have booked through the CRM last 2 years after an initial marketing email from him and with level of play have never paid for anything... Last trip in July was 4 nights Bella Suite comped, $400 gaming credit, $200 room credit and he ended up taking all our other room charges off of about $600... Have a Gold Grazie card.

    The email states that the Executive Host can "personalise" future trips even more so I am wondering (a) what the difference is (b) whether anyone else has gone through a similar transition (c) do you think there will be higher expectations of play?

    Had a great experience with Venetian/Palazzo, stayed 3 times over the last 3 years but I am wary of the history of the rug being pulled on other people on this board.
     
  2. FuzzyDiceCraps

    FuzzyDiceCraps High-Roller

    Joined:
    Jul 6, 2015
    Messages:
    563
    You sound a lot like us, we made our first trip to VP a while ago on a corporate comp (unrelated to Vegas), and got hooked. We now go about 3-4 times a year, we get fully comped rooms, flight (through points or other offers) and enough free play and f/b to make it worthwhile, as well as (recently, since I learned about them), back-end comps to cover all our room charges. We are also Gold, although will likely hit Platinum in November, but traditionally we're high Gold.

    We earned a CRM host after a couple trips who we worked closely with, and at one point were also "introduced" to an EH. The difference as I understand it is EH's are assigned to people who have a "theo" of $750/day or more. I got this information from the job descriptions, if you ever look at them when they're hiring, those are the customers executive hosts take care of. From a practical standpoint its probably essentially a "senior casino host" to the "casino host". Titles are confusing and in many ways I think intended to mask a host's true duties.

    My experience and resulting impressions/assumptions is they service a smaller number of clients which is why they can "personalize", but honestly I'm not sure our offers change that much - although we're pretty easy going, and don't ask for much. We're also low maintenance, once I'm in Vegas, I don't want my host checking up on me or locating me on the floor to say hello. We did get a bottle of champagne sent to our room "from our host" for our 10th Anniversary this last trip, but that's about as much contact as I want. Outside Vegas I want to see that the offers my host is sending me are better than what I'm getting from corporate mailers (and they always are), so I'm happy.

    I don't think there's any expectation of increased play, you got the EH because of your play to that point. To be quite honest with you, after we got an EH our play dropped a bit because we were visiting some other properties and just getting out on the strip more. We never lost the EH, but he did become a bit less responsive. I'm not sure if it was because of our diminished play or just being busy. This most recent trip we played the most we have (at VP) in a long time, and our offers have really gotten back up a lot.

    As an aside, a friend of mine rejected the change in host at VP and continues to work with the CRM (who he really enjoys working with). His offers mirror mine, so I'm not sure you "get" extra by working with an EH, but they can change things up. For example, if instead of $750 free play and $250 f/b (a typical offer), I wanted $500 of each, they can "personalize" that. Actually I did think of one difference. My CRM would frequently refer me to the concierge or ticket office to get tickets or reservations (even when they were comped), my EH takes care of all of that himself. So I guess maybe there is a bit more personalized service.

    I share your concern about VP's history (and had a thread a bit ago about it when there was a problem with my account in the system, and my host didn't have an answer for me), but I've found they take great care of us, and although we can probably get increased $$ amounts of free play and f/b credit with other programs, we just love the property too much to switch our loyalty.

    Either way, congrats on the new host, and enjoy any upcoming trips!!!
     
  3. bombsbits

    bombsbits Tourist

    Joined:
    Jan 12, 2015
    Messages:
    4
    Location:
    UK
    Trips to Las Vegas:
    6
    Thanks FuzzyDiceCraps, that's good to know.

    The 4 nights at the Venetian was the last stop on a 16 night Vegas blowout and we are Diamond/Gold for Total Rewards & Mlife but future trips will be less than 16 nights and the Venetian has become our favourite overall place to stop and play.
    Would love to go more than once or twice a year but airfare from the UK (and work) prevents that....
    When we have finished paying for the last trip we will be back.
     
Thread Status:
Not open for further replies.