Spotlight: Francisco Rodriguez, Bellagio Hotel-Casino
“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. This series spotlights the 2019 Hospitality Hero winners.
Hero: Francisco Rodriguez
Employer: Bellagio Hotel-Casino/MGM Resorts International
Position: High-Limit Slot Guest Service Representative
Department: Slot Operations
Years in current position: 6
Years with the company: 20
Years as a Vegas resident: 30
Originally from: El Salvador
Comments from Francisco’s supervisor, Sal Rangel:
“Francisco adds value to all aspects of MGM Resorts by improving service levels to all of our customers, internally and externally. Francisco’s passion to succeed is a real driving force behind the success felt with his current and past achievements. No matter who is watching, Francisco is committed on delivering high levels of exceptional service to everyone.
“Francisco displays his leadership skills in many forms. He currently co-chairs his GSR (General Service Representatives) committee and has brought new ideas and promotes participation to achieve better communication and streamline processes to ensure success among his peers. Francisco’s leadership skills have a tremendous impact on his coworkers and are displayed through compassion, driven by passion.
“Francisco is known as the ‘go-to’ high-limit service representative with his peers for being a balanced and reliable leader who shows no worries and displays a calm and cool demeanor. He is always extremely friendly and open to all who need assistance.
“Many of our high-limit guests — who over the years have developed a great rapport with Francisco, looking for him on their visits — see him as family and have a personal connection with Francisco. He provides guests with exceptional service by meeting needs outside of his current role, such as calling for limo service, room service orders and making dinner reservations. He understands and anticipates our guests’ needs.
“Francisco delivers on a promise of providing an exceptional entertainment experience. We continually receive great comments praising Francisco on great service he provides. Not only does Francisco answer to the call of duty but goes way above by delivering the service only a five-star property like Bellagio is known for.”