SENSE OF CONCIERGE-NCY: From safety pins to marriage proposals, this concierge (and Hospitality Hero) happily fulfills any (legal) request
Any concierge can help you land a table at the trendiest restaurant in town or score tickets to the hottest new show.
But if you’re looking to rent a stripper pole? For your hotel room?
That might require the particular talents of a Las Vegas concierge.
Denyse Dvoracek didn’t balk at the request that came early in her career as a concierge at the J.W. Marriott Las Vegas Resort & Spa in Summerlin. Instead, she got right to work procuring the pole sought by a male guest … and his wife.
“I guess they just wanted to do something different,” she says. “I think they just thought, ‘Vegas,’ you know?”
Yes, we know.
The stripper pole still ranks among the most unusual requests the Longview, Texas, native has fulfilled during her roughly 12 years as a concierge at the property (she worked at the front desk for a few years before that). But it’s a good example of Dvoracek’s “total commitment and passion for the guest experience,” qualities cited by her supervisor, Lauren Burd, when nominating Dvoracek for a Hospitality Hero Award. (The Las Vegas Convention and Visitors Authority, which produces Las Vegas Newswire, recently presented Dvoracek with the award as part of its ongoing program to recognize outstanding employees.)
Those qualities are on full display during a recent shift behind the concierge desk, where Dvoracek, a tall, short-haired woman in a crisp charcoal suit and red-framed glasses, handles nonstop phone calls and in-person requests with great aplomb, greeting each guest with a friendly, “How may I assist you?”
While none of this morning’s requests involved anything as challenging as a stripper pole, they do keep Dvoracek hopping. The first call of the day comes from a frantic husband who had forgotten his wife’s birthday. He needs flowers, STAT. Dvoracek works with a local florist while also booking a couple of restaurant reservations, printing out several boarding passes and arranging immediate car service for a man on his way to being late to the Henderson Executive Airport.
Meanwhile, she keeps up a steady stream of conversation with passing guests that she greets by name, inquiring about their plans for the day and their loved ones. Some of them approach her desk grumpy, nursing their morning coffees.
“Good morning!” she calls to a frowning gray-haired man.
“That’s questionable,” he responds.
But by the end of each conversation, the guests are smiling. They go on their way with a twinkle in their eyes. Dvoracek’s business card should maybe read: Chief Concierge/Therapist.
“Denyse always takes plenty of time to talk with each guest and really gets to know them so she can curate the most meaningful experiences for their tastes,” Burd wrote in her nomination.
Dvoracek’s Southern charm probably doesn’t hurt, either.
“I think I’ve gotten rid of the accent,” she says. (She hasn’t.) “But everybody says, no, you definitely haven’t.” (They’re right.)
While she’s clearly a natural, Dvoracek didn’t set out to become a concierge, though she did work in the hospitality industry — at another Marriott, in fact—before leaving Dallas for Las Vegas.
“I had this big map of the U.S. on my wall. I landed on Las Vegas because of the hospitality industry, the cost of living and the weather. I just sort of threw my son in the car with all of my stuff and we drove out.” (Her son is now grown and lives in California.)
Dvoracek quickly impressed her Marriott supervisors, and when one of the concierges retired, they asked her to move over from the front desk. In the intervening years, she has fallen in love with the gig as much as she has with Las Vegas.
“I’ve always liked creating itineraries, and I love this city,” she says. “I love to show off the city, whether it’s Red Rock (Canyon), the downtown area or the Strip. It makes me happy to know that people are going to walk away, go back to their cities and say, ‘This is what we did in Las Vegas.’ Hopefully, they’ll return and bring their friends.”
The unpredictability of the job makes it both challenging and fun.
One guest might need something as simple as a safety pin. The next might want help staging a romantic marriage proposal in the resort’s Zen garden.
“You have no idea what people are going to ask for,” Dvoracek says. “You have to be able to wear those different hats and be helpful, no matter what they want.”
Even if what they want is a stripper pole.
Speaking of which, when that call came in, Dvoracek “was, like, OK, I don’t have one, so how does this work? Do we have to get engineering involved” to install the thing?
As it turns out, nope. A rented stripper pole “can be attached to the ceiling or floor without having to drill holes,” she says. And the best concierge will try to help with any request, so long as “it’s legal and not going to hurt the room in any way.”
So now you know.
“Hospitality Heroes” is a program created by the Las Vegas Convention and Visitors Authority (LVCVA), in conjunction with the U.S. Travel Association’s National Travel and Tourism Week, celebrated annually in May. The LVCVA (which produces Las Vegas Newswire) and its tourism partners honor employees who deliver superior customer service. Since the program began in 2008, nearly 600 “Hospitality Heroes” have been recognized in Southern Nevada.
To offer feedback on this story or suggestions for future stories on Las Vegas Newswire, contact Managing Editor Steve Bornfeld at SBornfeld@lvcva.com.