When Paola Crow started in the concierge industry in the late 1990s, she’d often thumb through her Rolodex searching for a phone number to assist a guest.
And when customers arrived, she’d hand them the itinerary of events on carbon copy paper.
“Technology has come a far way,” Crow jokingly says.
What hasn’t changed in her 20 years: Crow, who now works at the Cosmopolitan, going above and beyond to make the visit to Las Vegas memorable.
She was one of five Las Vegas-area resort workers picked as “Hospitality Heroes” in a recognition program from the Las Vegas Convention and Visitors Authority to bring notoriety to workers whose efforts are examples of the elite customer service that’s synonymous with the city, said Lori Nelson-Kraft, the senior vice president of communications for the conventions authority.
The program, in its second year, drew 140 online nominations from all corners of the resort corridor. Finalists and winners, who were picked by an independent panel of local business leaders, were celebrated Thursday by the authority with a reception at the Las Vegas Convention Center.
They were also celebrated by the resorts they work for. For example, Resorts World used its massive video screen — one that’s visible from many parts of the city — to highlight dispatcher Ericka Stokely’s selection as a hospitality hero.
Nelson-Kraft said the authority felt it was important to acknowledge the great service that’s the backbone of the hospitality industry, saying: “Hands down, nobody does hospitality better than Las Vegas. That truly sets us apart in the tourism industry.”
Crow is certainly doing her share, her colleagues at the Cosmopolitan said in nominating her. She is a member of Les Clefs d’Or, the international association of hotel concierges representing extraordinary concierge professionals.
“When I heard Paola won the award, I wasn’t surprised,” said Marcus Lidey, vice president of hotel operations at the Cosmopolitan. “She is such a genuine (hospitality worker). She goes the extra mile for our guests.”
Crow’s start in the industry came on the recommendation of a friend at a dinner party. She noticed Crow’s friendly personality and attention to detail, hinting that she has the characteristics of a concierge.
That led Crow to apply at Hyatt Lake Las Vegas when the property was opening in the late 1990s. Despite having no experience in the industry, her personality was obvious during the interview and she was hired on the spot, she said.
Her motto over the years is simple: “Never say never. I will do my best for you,” she said.
Sometimes the request is as simple as spreading rose pedals throughout a room to greet the guests. Other times it’s tickets to a show or game, or a reservation at an exclusive restaurant. She’s made plenty of contacts over the years, and doesn’t hesitate calling in a favor.
Other times, it’s recommending where to eat, arranging an excursion or coordinating shopping.
She said getting the hospitality award was a welcome surprise, especially since she was nominated from people she works with. They also commended Crow’s work in mentoring younger employees in showing them the ins and outs of the industry.
“Knowing that (others) feel I represent our core values at the Cosmopolitan is a big, big honor,” she said.
She stressed there is no greater feeling than helping make someone’s stay more enjoyable, and on some days, that includes helping facilitate life-changing events.
Crow has had a hand in a few extravagant marriage proposals over the years, including one at the Cosmopolitan pool where the bride-to-be was a fan of mermaids. She coordinated to have two people dress as mermaids coming out of the pool.
“Not only are we the face of the hotel, we are the face of the city — and I am proud to represent both,” she said.
Other winners include: Tania Torres, a busser at Bella Vita Restaurant; Candace Ortiz, a guest relations manager at NoMad; and Keoki Hill, a security supervisor at Planet Hollywood.
Finalists honored include: Stephanie Roper (MGM Resorts); Jeremy Palow (Waldorf Astoria); Thomas Butson-Luthie (Waldorf Astoria;) Lawrence Tien (The Cosmopolitan), Asael Aguilara (The Cosmopolitan); Gigi Lujan (Tahiti Village); Daniella Von Der Beeck-Corso (Waldorf Astoria); Cheryl Lisama (Resorts World); Aaron Hollerman (MGM Grand); Baby Susana Toring (Caesars Palace); Noe Martinez Murillo (Resorts World); Jennifer Cassereau (Red Rock Resorts); Maya Nikolova (Aria); Delman Simpson, Cook (Caesars Palace); Dorothy Caperonis (Caesars Palace); Robert Elkins (Resorts World); Rose Tatum (Tuscany Suites); Enrique Ceja (Resorts World); John “Hank” Grae (Park MGM); Wenling Li (Red Rock Resorts); Allison Camerena (Resorts World); Cindy Camet (The Linq); Dustin Hanor (Resorts World) William Albin (The Cosmopolitan).