MGM Resorts Releases Re-opening Plans


Sin City’s biggest player announces steps to welcome back guests…

Can you smell that in the air? It’s still pretty faint, but very distinct. It’s the fragrance of hope, something that Las Vegas desperately needs. The aromas of bleach, peroxide, and other disinfectants are coming to your hotel-casino, and you’d better get used to them if you want to stay and play.

It’s hard to believe, but today marks the third consecutive day that I can publish good news. On Sunday I told you about Westgate CARES, a nationwide protocol in which the Orlando-based resort company shared their research and programs freely with the hospitality industry. Then yesterday came news of the reopening of Esther’s Kitchen, spearheading a wave of similar announcements.

This slideshow requires JavaScript.

Vegas Unfiltered Blog reader “Dolores” had a question about Sunday’s piece, for which I had no answer. But today I offer a converse response regarding MGM Resorts‘ measures to address sanitation and operational procedure changes. Here it is as presented courtesy of Jenn Smulo of Kirvin Doak, the Vegas-based public relations firm that represents MGM Resorts, Westgate Las Vegas, Cirque du Soleil, and several charities in the valley.

(May 12, 2020) – MGM Resorts International (NYSE: MGM) today released a report outlining the comprehensive health and safety protocols the company is implementing prior to re-opening its domestic properties and resorts which were temporarily closed in March due to the COVID-19 pandemic. The report details MGM Resorts’ “Seven-Point Safety Plan” – a multi-layered set of protocols and procedures designed in conjunction with medical and scientific experts to deter the spread of the virus, protect customers and employees and rapidly respond to potential new cases. The full report can be found HERE.

“Preparing for the moment we can re-open our doors, MGM Resorts focused on developing a plan that puts health and safety at the center of everything we do. Our ‘Seven-Point Safety Plan’ is the result of months of consultations with public health experts and outlines our comprehensive approach to welcoming guests back safely,” said MGM Resorts Acting CEO and President Bill Hornbuckle. “Our properties will not look the way they used to for a while, and that’s not only okay, it’s critically important. We will continue providing the hospitality experiences we are known for, but we must do so safely. We will continue working with experts and following guidance from the World Health Organization, Centers for Disease Control and Prevention (CDC), and government officials and regulators as we evolve these protocols based on the latest information.”

EXPERT GUIDANCE

MGM Resorts Lead Health and Safety Advisor: Dr. Shannon Magari, Vice President of Health Sciences for Colden Corporation 

MGM Resorts is working with Dr. Shannon Magari, ScD, MPH, MS as its lead health and safety advisor for this process. Dr. Magari is the Vice President of Health Sciences for Colden Corporation, an occupational health, safety and environmental firm. Dr. Magari obtained her Master of Science from the Thayer School of Engineering at Dartmouth College and received her doctoral training and served as a postdoctoral research fellow at the Harvard School of Public Health – specializing in Occupational Epidemiology. 

This slideshow requires JavaScript.

OVERVIEW: MGM RESORTS’ SEVEN-POINT SAFETY PLAN

The full report, including detailed protocols, procedures and operational enhancements can be found HERE.

These protocols and procedures focus on balancing the customer service guests have come to expect from MGM Resorts with the urgent need to apply knowledge about COVID-19 and adapt environments accordingly. This plan is being implemented at MGM Resorts’ properties throughout the United States, with additions and changes being made based on local jurisdictions.

MGM Resorts’ Seven-Point Safety Plan is as follows:

  1. Screening, Temperature Checks and Employee TrainingMGM Resorts has implemented employee-screening measures to assess signs and symptoms of infection and whether the employee resides or cares for someone who has recently been diagnosed with the virus. Employees are currently and will continue to go through temperature checks before entering properties.

Guests will be asked to abide by a similar self-screening protocol prior to arriving and during their stay. Guests who have reason to believe they may have been exposed to the virus are strongly urged to follow CDC guidelines for self-quarantine and not travel. We will look forward to welcoming those guests once the self-quarantine period is complete.

  1. Mandatory Masks and Personal Protective Equipment (PPE)All MGM Resorts employees will be provided and required to wear an approved mask when on our properties. We will also strongly encourage guests to wear masks in public areas and offer masks to any guests who need one, free of charge. Gloves will continue to be worn by employees who require them to do their jobs, such as food handlers and employees who clean public areas. Additional categories of employees required to wear PPE will be identified by medical experts.
    • Drink service: We will ask guests to minimize the amount of time masks are removed when drinking on the casino floor.
    • Eating: We will ask guests to refrain from eating on the casino floor to minimize the amount of time masks are removed.
  1. Physical Distancing: Six-foot physical distancing policy will be in place, wherever feasible, with floor guides serving as reminders throughout MGM Resorts properties. From time-to-time, six-foot distancing will be challenging – and in those cases, reasonable mitigating protocols will be implemented, such as plexiglass barriers or eye protection for employees. Plexiglass barriers will be installed in areas throughout casinos and lobbies, where appropriate, for the safety of guests and employees. Signage will be installed throughout properties to guide employees and guests on how to safely practice physical distancing.
  1. Handwashing and Enhanced Sanitization: Prior to property closures in March, MGM Resorts implemented increased and enhanced routine cleaning, based on CDC guidelines, with a focus on high-touch surfaces in common areas. We will continue using proven cleaning products in accordance with EPA guidelines for coronaviruses, bacteria and other infectious pathogens. Electrostatic sprayers will be used in many large areas to allow us to apply disinfectant more efficiently.

In addition, custom-built handwashing stations with soap and water, along with hand-sanitizing stations, will be readily available in high-traffic areas and with a visible presence. Signage will be installed to guide and remind employees and guests of the importance of proper handwashing protocols.

  1. Heating Ventilation and Air Conditioning (HVAC) Controls and Air Quality: MGM Resorts has always placed a high priority on air quality for our guests and has reviewed the operation of HVAC systems to identify additional opportunities to enhance their effectiveness. Rigorous measures in accordance with established guidelines to help mitigate the risk of virus transmission have been taken throughout our properties.

As scientific information becomes available about the virus, and as additional guidance from state and local authorities and our medical experts evolve, we will continue to review and adjust the operation of our HVAC systems, fully recognizing the important role they have in keeping employees and guests healthy and safe.

  1. Incident Response Protocols: MGM Resorts has protocols in place aimed at reducing the chance infection will spread. In the unfortunate event a guest or employee tests positive for the virus, we will activate incident response protocols to ensure the infected individual has access to medical treatment, exposed areas are thoroughly sanitized and, when possible, notify those who may have come in close, prolonged contact with the infected individual. MGM Resorts has medical and security personnel on staff to respond quickly in the event of an incident.
  1. Digital Innovations: MGM Resorts is reimagining several aspects of the guest experience through technology to transition current processes into contactless options for guests that eliminates or reduces the need for waiting in line.
    • Contactless Check-In: Guests will have the ability to complete the check-in process entirely themselves through the MGM Resorts mobile app. This includes the ability to process payment, verify identification and obtain a digital room key, all through a mobile device. If preferred, physical keys will be available through self-serve key encoders. Employees will be available for guests who prefer check-in without using their mobile device, while still maintaining a line-reduced environment.
    • Food & Beverage: Digital menus will be available to view on personal mobile devices via QR code. Virtual queues will be in place for guests when immediate seating is unavailable. Guests will receive a text message notification when their table is ready.

 

Do you know of any positive actions being taken by Vegas-centric corporations related to the pandemic shutdown? Feel free to tell us about it in the “COMMENTS” section or drop me an email – Sam@VegasUnfiltered.blog. Be safe. Be smart. Be strong – Sam Novak

Photos: MGM Resorts

Whitney Phoenix Strikes a Chord at Bellagio Las Vegas


Iconic pianist celebrates 21 years of entertaining resort’s guests….

Update 6/1/20 – Whitney Phoenix will be on hand when Bellagio reopens its doors to guests on June 4th and 5th. He’ll then resume a regular performance schedule of Tuesdays 3pm-8pm, Wednesdays 8pm-1am and Thursday/Friday 3pm-8pm. For more information and up-to-date news visit WhitneyPhoenix.com

There are those who lament the golden era of Vegas….a time when tuxedos, gowns and roses were the norm. Visitors sipped champagne while enjoying the lush entertainment of glamorous singers and musicians. While times have changed, the timeless elegance of Whitney Phoenix and his music remain.

20190819_212703

For more than two decades. Mr. Phoenix has been creating memories at Petrossian Bar and Lounge. Situated just off Bellagio‘s main lobby near the famed Fiori di Como ceiling, this refined gathering spot welcomes new arrivals and serves as a gateway to the gaming floor. And with Whitney on the stunning one-of-a-kind Steinway grand, atmospheric music is elevated to world-class entertainment.

20190819_204519

You might think that fans of Pitbull and Calvin Harris might not have an appreciation for the stylings of a piano maestro, but that is far from the case. Whenever Mr. Phoenix plays, young and old alike gather to listen. Crowds form all around the circular lounge, often lining up six deep. Even bustling travelers stop to relish what they’re hearing, applauding after each song, medley and concerto.

With his silver hair and custom tuxedo jackets, Mr. Phoenix presents a striking figure. His poised elegance and gentle smile are even more intriguing when you learn of his military background in the Marines. He also served as an instructor in the Armed Forces School of Music. Expressive and engaging, the maestro inhabits each piece, giving it life and heart in a way that few artists can.

Much like fellow prodigy Elton John, Phoenix began formal instruction at the age of eight. Four years later he was performing solo concerts on his way to a lifetime of success and noteworthy achievements. He became popular in Las Vegas through regular appearances at Imperial Palace (now Linq Hotel), Caesars Palace and MGM Grand.

20190819_210413.jpg

Marianne LeMoine Phoenix has been Whitney’s wife and collaborator for 24 years. The two met in 1993 when she hired him to do vocal arrangements. “I ran out of money to pay him so we made other arrangements” she jokes. An accomplished vocalist and comedienne, Marianne’s current production 50 Pounds From Stardom is a labor of love for which Whitney serves as musical director.

A former back-up singer for Dolly PartonDebbie Reynolds…and one very special night with Diana Ross, Mrs. Phoenix laughs about the days when she hung out with Wayne Newton and his entourage, raising cane in places like the New Frontier and Stardust. She’s proud that her husband continues the quality of classy, elegant entertainment that Vegas was founded on.

20190819_210517.jpg

As Whitney drew applause for a stunning full-length rendition of Queen‘s Bohemian Rhapsody, Mrs. Phoenix recounted how her husband began playing here “not on the very first day, but the day before.” The pair had arrived, elegantly dressed for his initial shift and expecting him to play at the grand opening gala. Instead, workers were still laying mosaic tiles on the lobby floor and the lounge’s staff was organizing glassware and bottles.

Click HERE to continue reading…

Photos: Sam Novak

 

 

 

Feeling the Love for PALAZZO


Searching for elegance at Bellagio and Wynn but finding it quietly tucked away…

UPDATE 5/19/20 Venetian/Palazzo just announced plans to reopen their resort on June 1st, 2020. Here is their official press release:

The Venetian anticipates that we will be opening our doors to guests beginning Monday, June 1st. With the reopening, we are excited to announce the launch of Share the LOVE, a program to donate 50,000 free nights to essential workers and first responders who have provided crucial services in the fight against the COVID-19 pandemic.

For every night you stay at The Venetian through the Give LOVE offer, the resort will donate a suite night on your behalf to someone who has selflessly given of themselves. The Get LOVE offer provides the opportunity for those first responders and essential workers to receive a complimentary night at our iconic resort. As we open our doors, we can all honor the people who have carried us through this tremendous time.

Click here to learn more and how you can support the “Share The LOVE” program.


 

ei

8/8/17 – Once upon a time, this writer spent two weeks experiencing the pleasures of three top-tier resorts – Bellagio, Wynn and Palazzo. All are established, respected and great at what they do. Each of them is a 5-star property catering to similar demographics, yet they’re distinct in style and flavor.

Palazzo is the sister property to Venetian. Opened in December of 2007, it’s listed by Wikipedia as the second-largest building in the Western Hemisphere, yet its presence on the Strip is as understated as the clean lines and Earth tones that make up its superstructure.

Inside, two cavernous domes oversee your entrance from either the main lobby or through the waterfall atrium connecting Palazzo to Venetian‘s Grand Canal Shoppes and Restaurant Row. These days the two resorts operate more as a single entity than two separate hotels, but I’ll be focusing on the Palazzo side for this article.

Palazzo7

Both Bellagio and Wynn sprang from the mind of legendary Steve Wynn, so of course they are essentially kindred hotels. Both have ornate decor, colorful seasonal displays, art collections, water-themed production shows created by the same man (Franco Dragone) and outdoor fountains synchronized to familiar musical standards.

Bellagio5

Wynn10

                     Deja-view….                             

For better or worse, Bellagio’s ownership and operations now rest in the hands of MGM Resorts International. That’s the money-grubbing corporation which introduced universally-reviled mandatory resort fees to the Strip, along with parking and valet charges. Their now-notorious profit-growth plan was designed to suck every last dollar out of the consumer’s pocket.

The results are even apparent in a luxury resort such as this, where you pay $12 a day to park while risking damage to your undercarriage. Some have even lost their tires and wheels (check out this mind-bending incident from April 2017), so clearly those extra fees aren’t going towards additional security, which is odd for a casino that has been robbed time and again.

Bellagio4

Wynn/Encore initially resisted resort fees but caved when they became the new normal. I truly expected them to continue offering free parking and valet services, but that is no longer the case. One could argue that all Strip resorts should be on equal footing in respect to their parking arrangements, yet Wynn/Encore is far removed from the core of those affected.

Wynn5

Wynn4

“Let’s put an ATM next to the garage payment kiosks and see if anyone gets the message”….

There is little to no chance of drivers using Wynn/Encore garages to visit other properties, especially with neighbors like Treasure Island still offering free parking. Installing gates and kiosks reeked of yet another money grab…and an insult to valued guests. They’ve rolled back their policies a bit since charges were instituted, but still…

Fortunately for those of us who rent cars on our trips, the garages at Venetian and Palazzo are well-maintained and free of charge. In the case of Palazzo, conveniently-located escalators and elevators bring guests directly into the lobby, center of the casino or near the showroom. Even when not staying at Palazzo, I frequently dine at wonderful Grand Lux Cafe, in part due to the ease of access (the food, service and free Wi-Fi rock, too).

But, I digress. Let’s delve into the resorts themselves, and why I favor Palazzo over the other two. For me, it all comes down to atmosphere…how I’m treated as a guest and whether I felt comfortable and relaxed in my surroundings.

While Bellagio is the oldest of the three, its rooms remain in tip-top shape and have recently-refreshed decor. Furniture, bedding and fixtures are all lovely, thanks to excellent maintenance. Unfortunately during my three-day stay, the room rumbled throughout the daylight hours until 7 pm with the sound of jackhammers, thanks to renovations above me.

Bellagio2

Bellagio Fountain-View King…          

A complaint to the front desk resulted in a $100.00 food/beverage credit being added to my account. It was willingly offered after my complaint – not something I was soliciting, as I was trying to write and needed to know when the pounding would stop so I could work. Nevertheless, the incessant noise tainted my stay and rattled my teeth loose. It would have been nice if they’d alerted us about construction prior to check-in, but they didn’t.

Noise can also be an issue at Wynn/Encore, especially if you’re hoping for a restful night. With its beach clubs and nightclubs, a constant thump-thump-thump rises up the sides of both towers. It’s a frequent complaint on travel sites for those who are accustomed to the elegance that Wynn initially offered in its early days.

Wynn3

       Wynn Tower King, Strip View…                

These days, Wynn/Encore has shifted from sophistication to the trendy club scene. It lures in a rowdy crowd that carries on loudly throughout common areas, casinos and elevators, in stark contrast to their expensive, classy surroundings. The effect is very off-putting and a disappointing about-face.

It wasn’t that long ago that trouble-making celebs like Paris Hilton and bad-behavior rappers like Lil Wayne were barred from Wynn/Encore. Now their kind seem to be openly courted. The type that this element attracts make Wynn/Encore the most money…yet are openly mocked by Steve as he collects a hefty share of their trust funds…and their snickers from his supposed sexual-predator history.

           Take care not to collide with a stroller while reading Wynn’s “No Stroller” signs…

Along with “club kids”, the corridors and casinos at Wynn are inexplicably jammed to the max with real children, too. Despite a “No Stroller” policy posted at each and every entrance, there is nothing done to enforce this rule. The dreaded sound of screeching children at all hours of the day and night does nothing to convey the atmosphere of a luxury hotel…unless your idea of opulence is a cuticle trim at the Wal-mart nail spa.

Wynn11

      An unattended child parties down at Wynn’s “Parasol Up” casino bar…              

Earlier a few years back, the outspoken Mr. Wynn took heat for saying “nobody likes being around poor people”. One would assume, then, that he avoids visiting Bellagio these days. My biggest gripe about that Strip-center showpiece is the massive crowd that continuously flows through the lobby and into the Conservatory and Botanical Garden.

Bellagio1

Bellagio is one of the most expensive and well-regarded hotels in the city…yet the masses choking its heart tend make the lobby resemble a redneck State Fair. Thousands of flip-flops, cargo shorts, pajama bottoms, tank tops and yard-long drinks shuffle beneath a $10,000,000.00 Dale Chihuly ceiling every day, having no idea what it is or why it’s unique.

These everyday gawkers are in stark contrast to the multi-million-dollar surroundings, carrying their bad behavior, lack of manners, beer coolers and overflowing strollers with them. Call me snobby (I prefer the term “outspoken”, which is why this site is a one-man operation) but if I’m staying at a palatial resort, I want to be around a classier group of people.

Palazzo1

Palazzo Luxury King Suite (standard), Golf Course View…  

Palazzo10   

Palazzo11

            Every Palazzo room is a spacious suite with sunken living quarters and desk…     

That’s why I enjoyed my stay at Palazzo so much. Venetian‘s sister property has the right level of vibe, elegance and excitement to check off every box on my wish list. It has somehow managed to achieve the proper balance between fun and classy…and draws in a pleasant and appreciative crowd…minus the throngs that lug ice chests and beer koozies with them.

Palazzo2

Palazzo‘s porte cochere is absolutely gorgeous, but you wouldn’t really discover it unless you were a guest. Indoor attractions like the massive waterfall and spectacular atrium fountain don’t draw in nearly as many sidewalk gawkers as Bellagio‘s conservatory, either.

Palazzo hasn’t always been devoid of nightclubs, but that clearly isn’t their focus. Lavo continues to operate, but now as a restaurant and lounge. Their nightlife offerings were shuttered after a few years, allowing the focus to shift back to long-running Tao at Venetian.

A short-lived stint of The Act Nightclub on the upper floor of the shopping atrium was deemed too outrageous by the operators of Palazzo, who found nudity and shocking activity to be against the otherwise-conservative nature of the resort. The Sands Corp. forced its closure. The space will be getting a new life this fall when SPIEGELWORLD opens their new ATOMIC SALOON SHOW in September.

Palazzo5

Palazzo6

The rowdy Bourbon Room at Venetian was replaced by The Dorsey, an elegant affair featuring unique cocktails by famed Sam Ross in an atmosphere that evokes the sitting room and library of a stately mansion. Somehow the shelves of books and fireplace manage to feel hip without being stuffy, again reflective of that delicate balance that Palazzo and Venetian carry out so well.

Palazzo8

Palazzo3.jpg

The pool scene at Palazzo is also lively without wallowing in vulgarity, especially at the adults-only Aquatic Club. That day club offered throwback-style, super-cool server costumes and a slick intimate party atmosphere with retro sass. The service is impeccable and Wolfgang Puck makes a pretty mean turkey burger! The format is reportedly being tweaked for the 2019 season, so we’ll put that venue on hold for now.

Just like Cirque du Soleil’s “O” and “Le Reve” reflect Steve Wynn’s fondness for water acrobatics, BAZ – Star Crossed Love represented the style and sensibilities of Palazzo. Hip, classy, bold and unique, the movie-musical mash-up BAZ dazzled the eye and put a song (or thirty) in your heart.

Its attention to details wass rich without smashing you over the head…just like the hotel it called home. Too bad the final performance was July 29th 2018, but hey, it had a great run!

Palazzo9

     BAZ: Star Crossed Love wass sass, class and flash…               

Head clearance is another pleasing element of Palazzo. Both Wynn and Bellagio have very low ceilings throughout their casinos, which accentuate an already crowded atmosphere. The vertical height of Palazzo‘s casino is easily double that of the other properties, offering more natural lighting, fresher air and a spaciousness that compliments the nicely-spread slot machines and table games.

Bellagio6

As for the check-in areas, the less said about Bellagio‘s, the better. While the gardens behind the reservation desk are gorgeous, the lines are chaotic and smack dab in the middle of that human tide of fanny packs. No matter what time of day or night that you arrive, you’ll feel like a silver orb inside a pinball game.

Wynn1

Wynn12

Wynn‘s check-in area for the original tower (there’s a separate entrance and desk for Encore) underwent its own embarrassing problems. A brand-new arrival area, immediately to the right of the front entrance, lasted about a month before an onslaught of guest complaints (cramped quarters and a sloggy queuing system) shut it down.

Wynn2

Wynn13.jpg

          Guests weren’t the only ones confused by the constantly moving reservation desk…

The backlash prompted a reopening of the original reservation desk and dismantling of the new one during my stay. For a resort that prides itself on impeccable attention to detail, this must have stung! Then again, the Strip-facing entrance to the Encore tower was dismantled mere months after its debut….to be replaced by Encore Beach Club.

Palazzo12

No such problems exist in the elegant and cathedral-like Palazzo reservation counter, which is as glorious as it is spacious. Despite the enormity of the property and its 3,000+ rooms, the check-in center is a model of efficiency…and once again, class.  The same could be said of the staff that I encounter whenever walking through Palazzo. Everyone I speak to is friendly, helpful, and comes across as genuine.

Perhaps that’s why I am writing this article. It’s easy to fall under the spell of gorgeous surroundings, and Bellagio, Wynn and Palazzo are indeed palatial resorts. But once you’ve “been there, done that” with back-to-back stays at each of the Big Three, you begin to notice the differences. You realize that one of those places stood out in ways you never noticed before.

My takeaway is that the deterioration of decorum has rendered the notion of luxury resorts to be rather pointless in most cases. Despite their beginnings as palaces for the more affluent traveler, Bellagio has now devolved into a pseudo Mall of the Americas and Wynn/Encore version 2019 is essentially douche-bag central.

PalazzoCover

Thank goodness Palazzo remains everything a five-star resort should be. And it continues to undergo improvements to lighting, decor, casino layout and flow, lounge and dining offerings and more. No amount of glitz and glamour from Wynn’s current or former properties can replace the high-end experience of staying at the big P. It rises above the others by staying true to its purpose…and makes Palazzo my favorite luxury hotel on the Strip.

Photos by Sammasseur, Palazzo via Facebook, TripAdvisor, Expedia

Featured image courtesy Scott and Ryan Lyons

A side note:

There’s a widely-held misconception that critics and bloggers give favorable reviews when the object of their analysis has been comped. That notion is so common that even a former editor suggested that my scathing review of Magic Mike Live stemmed from not being invited to the media premiere (it’s a nauseating stink-fest no matter the circumstances).

As purveyors of our craft, it’s our responsibility to offer truthful opinions. That being said, when we’re invited guests, we’re likely to receive over-the-top service and perks galore. But as professionals, we can sift through the glitter and judge objectively.