GAMING FOR AFRICA
Windhoek Avani unveils modernisation project
W
indhoek-Avani Windhoek Hotel & Casino is undertaking phase two of a N$24 million modernisation project,
following the recent unveiling phase one. The redevelopment includes a new grand entrance and Porte Cochere, unveiled in February, that is able to accommodate passenger vehicles and busses for self-drive guests and tour groups, as well as allow pedestrian access to the hotel that is located on one of the busiest streets in town. The new lobby also features Pantry at Avani and uplifted guest and business facilities. The second phase of the enhancement project
is currently underway and includes an overhaul of the hotel’s Dunes restaurant and the introduction of new gym facilities with Avanifit concept and conference rooms. The final phase will see the complete reconstruction of all facilities at rooftop level and will feature a Grand Ballroom, a new signature rooftop restaurant and a rooftop bar alongside a new swimming pool and pool deck. “Avani Windhoek Hotel & Casino has been an
icon to the city, with a strategic location in one of the city’s most popular shopping centres and the refurbishment has been designed to deliver the Avani concept of living spaces for our guests,” explained Rudie Putter, general manager of Avani Windhoek Hotel & Casino. “This first phase of our redevelopment means that guests can now enjoy the convenience of entering the hotel from the main street, while larger groups or frequent travellers are now also welcomed at their own entrance and reception area, easing the congestion for other guests in the main lobby during busy periods,” he added. The new lobby area was designed by DLH, a
Namibian interior design company, and includes the new Pantry at Avani. This on-the-go café offers fresh, quick bites for guests on the move, whether they are looking for a healthy snack en-route to a meeting, or comfort food after a long day of work. With fine, freshly made coffee, a selection of
soft drinks, wines and cocktails completes the menu, offering guests a quick alternative to the hotel’s other dining option, which was designed for a more relaxing, indulgent experience. In addition, Pantry at Avani is perfectly located alongside the new business lounge and is equipped with the latest state-of-the-art technology starting from Apple iMac, a wireless colour printer and high-speed internet access.
The hotel will be rolling out upgraded high-speed Wi-Fi throughout the hotel during the second phase of the renovation, to ensure guests can stay connected. “This project extends far beyond a structural and décor makeover of the hotel, as we have invested significantly in training and upskilling our 100% Namibian staff,” explains Putter. “Training programmes included website content management that’s accessible on any mobile device and internationally recognised sales training courses hosted in Johannesburg, South Africa.” Supported by Avani Hotels & Resorts, which
has properties in countries across Africa, Asia, the Middle East and in Europe, the massive redevelopment of Avani Windhoek Hotel & Casino has been implemented by Aveng Construction Namibia, with all contractors and sub-contractors on site being of Namibian origin. “I started my career at this property in 1994,
and returned to the hotel in 2010, and I’m really proud of the work that the design and construction teams have done so far,” says Putter. “We’re all looking forward to the finished result,
and to welcoming our local and international guests to our revitalised hotel, in the heart of exciting Windhoek.
Las Vegas Resort Elevates Customer Service with Ivy, Personalized Virtual Concierge Service C
aesars Entertainment properties in Las
Vegas are using technology to enhance the guest experience with Ivy™, a 24-hour virtual concierge service. With additional rollouts to Caesars Palace and The LINQ Hotel & Casino, Ivy is now live in more than 6,000 rooms within Caesars Entertainment Las Vegas Resorts, making Caesars Entertainment the first major gaming company in Las Vegas to offer a widespread guest text messaging program with built-in artificial intelligence. Ivy, created by Go
26 MAY 2018
Moment®, is the world’s first automated guest engagement platform for hotels powered by IBM Watson. Caesars Palace and The LINQ Hotel & Casino are the latest Caesars Entertainment resorts to introduce guests to Ivy, which initially launched at the boutique Nobu Hotel at Caesars Palace and The Cromwell in December 2016. Ivy is expected to e xpand to Planet Hollywood Resort & Casino in February with planned rollouts to the remaining Las Vegas resorts in 2018.”This technology allows us to elevate the guest experience and
Caesars Entertainment. “Service is at the forefront of everything we do at Caesars Entertainment.” Ivy allows guests to
improve speed and efficiency, resulting in increased customer satisfaction levels and seamless experiences for our guests,” says Michael Marino, senior vice president and chief experience officer for
request the services they need to enhance their stay, all from their mobile device. Ivy can book dining, entertainment and spa experiences and facilitate housekeeping and maintenance requests. Ivy also surveys guests during their stay, which allows for quick recovery of unhappy guests in real time. While Ivy is an automated
artificial intelligence system, a human touch is incorporated when Ivy cannot provide a confident
response. In addition to the hotel front desk agents, a specially trained universal agent team is available to provide around the clock coverage to address requests or inquiries. The average resolution time for manual guest text messages is less than one minute. Guests can continue to
text with Ivy once they return home for common requests such as to obtain a copy of their folio or locate a missing item. Guests who engage with Ivy rated their overall experience an average of five points higher than guests who knew about Ivy but did not engage.
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