Pack your bags...

Here’s another story of incredible creativity from The Mirage opening.

 

·      Everything was different.

·      Our solutions had to be different too.

·      And that demanded the need for creativity.

·      We had to look far and wide for ideas and solutions.

·      And that sharpened our drive for excellence everywhere.

 

Building a volcano was challenging. But figuring out how to handle baggage for three thousand rooms checking in and out at the same time demanded creativity at a whole new level.  A dedicated team of hotel professionals, led by Barry Shier, researched this from every perspective and determined that much could be learned from the baggage handling systems at the biggest airports. From that they came up with the idea of taking the bags at curbside from guests checking in and sending them on conveyors to a huge storage area on the mezzanine level. And then the baggage handling team figured out how to use the hotel’s new electronic door-lock system to alert them when a guest first used their keys to open their room door: they then ran and delivered the bags to most rooms within 7 minutes. And of course, this all resulted in those employees being there to get a generous tip from the amazed guests. The same concept was operated in reverse as the guests checked out. Bottom line: there were never many bags in the lobby. The team really learned the meaning of moving a mountain by carrying away the small stones. Big challenges need creative solutions, and those solutions almost always come from the employees doing the work. Be sure to listen to your employees today.

 

Confucius (551 – 479 BCE): Chinese philosopher and politician whose teachings and philosophy underpin East Asian culture and society.