Hotels Transform Concierge Operations, Take
Customer Service to New Heights
|LOS ANGELES — November 11, 2003 — Go
Concierge, a Web-based solution designed to make concierge operations more
efficient, has guest satisfaction on the rise at three of America’s leading
hotels—the Hyatt Regency Los Angeles, The Fairmont Chicago and the Omni
San Francisco Hotel.
At the Hyatt Regency Los Angeles, a 485-room hotel with two concierge locations, GoConcierge has simplified and helped automate reservation processes and guest activity tracking that concierges previously were doing manually via logbooks, binders and log sheets.
“Our previous procedures were old-fashioned and cumbersome,” says Kara Altice, Rooms Executive at the hotel. “We handed out generic reservation cards if a guest made a reservation. Now, with GoConcierge, the process has become more efficient, personalized and has enabled us to provide better guest service.”
When a guest at the Hyatt Regency Los Angeles makes any kind of reservation request at either of the hotel’s two concierge locations, the concierge inputs it into GoConcierge’s Guest Task Calendar. The calendar enables the concierge to log, track and view guest requests and preferences. A color-coded task list allows the concierge to view open, pending and closed tasks, as well as internal staff notes, and empowers any team member to assist a guest.
Before GoConcierge, there were separate logbooks at the hotel’s two concierge locations — in the lobby and at the club level. This often caused confusion when a guest or staff member wanted to check on a guest request. Because GoConcierge is Web-based, both concierges and other designated staff members are able to view the guest information in real time, with various levels of access being controlled by the administrator.
“The user-friendly system can be used by our sales department, at our front desk, by our PBX and bell staff and, of course, the concierges,” Altice says. “This has improved the overall communication process. Before GoConcierge, if a concierge should happen to be unavailable, other staff could not verify information.”
“When we created GoConcierge, we wanted to ensure that any team member could quickly answer a guest question as well as provide a consistent first-class presentation of information to the guest,” says Adam Isrow, Executive Vice President of GoConcierge.net.
Calendar provides valuable guest history data
Because the Guest Task Calendar component includes a guest history feature, a user can identify a guest’s preferences based on data collected during a previous stay. For example, one could view what restaurant a guest visited as well as the golf course that was played.
“In the past, we were not able to easily trace guest history information,” says Vincent Poladian, Senior Concierge at The Fairmont Chicago, a 692-room hotel. “We had to go through pages and pages of logbook information. GoConcierge has made the tracking process very easy for us.”
In addition to having a robust Guest Task Calendar component, GoConcierge also includes a customized, searchable database and contact list that includes links to area restaurants, attractions and other frequently requested destinations. The database eliminates the need to use a Rolodex and phone book. It also reduces costs by eliminating the need to frequently call information. Users can manually add or modify a location, or request an update from GoConcierge.net.
“It’s my Yellow Pages,” Poladian says. “We can quickly obtain phone numbers, addresses and other important information using a locations search within GoConcierge.”
Michael Lennon, Director of Operations at the Omni Hotel San Francisco, says that prior to implementing GoConcierge, the Omni Hotel San Francisco had a very basic location database system.
“We used a component inside our property management system,” he says. “It was really an address book database that did not have a lot of functionality.”
Now, with GoConcierge, Lennon says it is very easy to add information to the database.
“GoConcierge.net is quick to respond to any requests we make for additions / modifications to the database and verifies and enhances information we add ourselves,” Lennon says. “This is a great feature. It has allowed us to create an amazing knowledge base of information our guests are requesting.”
System enables personalization
Staff at the Omni San Francisco also utilize GoConcierge’s personalization features. After a reservation is made for a guest, a personalized note can quickly be printed on the hotel’s letterhead or GoConcierge will generate letterhead using logos that are stored in the system. A letter can also be e-mailed to a guest. Guest itineraries and customized location summaries can also be provided.
“Guests appreciate the speed of response,” Lennon says. “Sometimes we e-mail the guest a reservation confirmation or other information while they are on the phone with us. They are very impressed with the timeliness of our service as well as the presentation.”
“Prior to using GoConcierge, I would hear comments from guests regarding information that was inaccurate,” Altice says. “Now, all of those comments have gone away. Customers truly appreciate the ability to get information quickly and in an impressive format. All of the information is at our fingertips and is consistently branded with our hotel information.”
Reports generated from GoConcierge can be used to identify how much business a hotel is sending to a restaurant, rental car agency or other company. That information is very valuable when negotiating with vendors. Reports can also be generated to identify activities that were arranged for guests during prior visits.
Staff at the Hyatt Regency Los Angeles, The Fairmont Chicago and Omni San Francisco agree that GoConcierge has helped them work more efficiently, simplify processes, communicate more easily with one another and ultimately, improve guest service.
“It is exciting to be working with hotels so focused on providing exceptional guest service,” Isrow says. “We are pleased to know that GoConcierge is enabling their teams be more efficient as I believe this ultimately enhances the guest experience.”
GoConcierge is a web-based task-tracking and database solution for concierges. It is used by hotels across America and Mexico. Customers include properties from major companies including Fairmont, Hilton, Hyatt, Interstate, Kimpton, Marriott, Omni, Peninsula, Ritz-Carlton, Rosewood and Starwood.
GoConcierge has been adopted by hotels and resorts throughout America and Mexico, some of which include The Peninsula Beverly Hills, the Waldorf Astoria (New York), Bacara Resort (Santa Barbara, Calif.), Hilton San Francisco, Hilton Los Cabos (Mexico), Hyatt Regency Huntington Hotel & Spa (Calif.), the Hotel Monaco (San Francisco), The Ritz-Carlton (St. Louis), Le Merigot JW Marriott Beach Hotel (Santa Monica, Calif.), Westin St. Francis and W hotels.
For more information about GoConcierge.net, go to www.goconcierge.net/home or call Adam Isrow at (310) 966-2371.
Executive Vice President