Hotel Online  Special Report


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GoConcierge.net Defies the Odds, Doubles Client Base
to More than 100 in One Year
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Boca Raton Resort & Club, InterContinental Mark Hopkins
are Latest to Adopt Web-Based System

 
LOS ANGELES — April 20, 2004 — Faced with the aftermath of 9-11, a recession and the war in Iraq, GoConcierge.net has been able to do what few other companies have done in the last two years—thrive. Maker of GoConcierge, the lodging industry’s leading task-tracking and database solution for concierges, the Los Angeles-based company has more than doubled in size in the last year. Today, GoConcierge.net’s Web-based solution is used by concierges and other guest service personnel in two countries, 17 states and 38 cities.

“Since March of last year, our customer base has more than doubled in size from 48 hotels to more than 100 clients throughout the United States and Mexico,” says Adam Isrow, executive vice president of GoConcierge.net. “We believe our growth validates we are adding value to our clients and ultimately enabling them to operate more efficiently.”

GoConcierge.net replaces logbooks and other paper-based systems with a Web-based solution that can be accessed by multiple users in real time. The color-coded Guest Task Calendar feature enables staff to quickly log, track and view open, pending and closed tasks, as well as internal staff notes. The calendar also provides a way to track guest requests and guest preferences.

System adds efficiencies to operations

“We’ve been using GoConcierge for a few months now,” says Lorena Ringoot, chef concierge at the Boca Raton Resort & Club in Boca Raton, Fla. “The system was easy to learn and already has improved communication among our concierge team.”
“What GoConcierge.net does is provide hotel staff with a user-friendly tool they need to offer personalized, first-class service to their guests,” Isrow says. “It also enables them to operate more efficiently and productively. That is especially important when there are multiple logbooks and a high volume of guests, or personnel at various locations who may need to answer guest questions.”

GoConcierge.net’s customized database and contact list of area restaurants, car rental agencies and thousands of other businesses eliminates the need for phone books, little black books and sticky notes. Using a quick link to Open Table, an on-line restaurant reservation system, immediate restaurant reservations also can be made.

Personalized confirmation letters, itineraries, directions and maps also can be printed or e-mailed out of GoConcierge for hotel guests. Each includes the hotel’s logo and customized text. “Guests are impressed by the personalization,” Isrow says. “GoConcierge allows the concierge to spend more time and attention on the guest and less time gathering the information.”

Outside the concierge station, GoConcierge also can be used to automate the package tracking process. “In the past year we have added the ability to automate additional manual processes throughout the hotel, including tracking packages, amenities and faxes,” Isrow says.

Boca Raton Resort & Club eliminates logbooks
 

The Boca Raton Resort & Club’s Ringoot says that before GoConcierge was installed earlier this year, concierges at multiple locations on the 356-acre property used logbooks to track guest requests. If a guest wanted to check on a reservation at a concierge station where the reservation was not originally made, several calls would have to be made to track it down. GoConcierge eliminated that problem by giving each concierge access to all guest data.

Ringoot, a member of Les Clef d’Or, says GoConcierge has made it much easier to share data about the resort’s guests and 


The Boca Raton Resort & Club
their preferences. She says it also has given her the ability to quickly generate reports. It is a process she previously had to do manually with logbooks.

“On a daily and weekly basis, I used to manually count the number of restaurant reservations made and who took the reservations,” Ringoot says. “Now, GoConcierge generates reports for me and significantly reduces the time I spend working on them. I use GoConcierge to e-mail the reports to the food and beverage managers. Those reports include guest preferences. For example, if a guest has a particular food allergy, it can be included.”

Staff at the Boca Raton Resort & Club also use GoConcierge to book events for club members and even to track the location of a traveling birds exhibit at the resort. 

Ringoot says she is pleased with the level of customer service GoConcierge.net has provided to her and her staff. “Adam (Isrow) and the GoConcierge team answer questions right away,” she says. “Regardless what time of day it is, GoConcierge.net provides great customer service.”

“Our goal is to be the standard for hotels looking for efficiencies in the guest service departments,” Isrow says. “We want to be looked at as a company that provides exceptional service and exceptional tools.”

InterContinental Mark Hopkins improves club operations
 

At San Francisco’s four-star InterContinental Mark Hopkins, front office manager Martijn Sax and the hotel’s team of three concierges have been using GoConcierge for a month. They already have experienced positive results, especially in the hotel’s new club lounge. Before implementing GoConcierge, the club concierge used a manual logbook to track activities such as guest restaurant and limousine reservations. Because the club lounge is separate from the main concierge station, concierges at each desk often played phone tag with one 
InterContinental Mark Hopkins
another when trying to check on a reservation.

“Because GoConcierge is Web-based, both concierges can now see what reservations have been made,” Sax says. “The system alleviates the pressure on our concierges and gives us more time to pamper our club guests.”

In addition to his concierge staff, Sax says he is giving front desk personnel access to the system and can control the various levels of access he provides. “It will help us raise the level of our guest service,” he says. “There are times when a concierge is not available to directly assist a guest.”

Sax says his staff is beginning to use GoConcierge to track guest preferences. “Eventually, other properties in our chain will be able to share that data,” he says. 

About GoConcierge.net:

GoConcierge is a Web-based task-tracking and database solution for concierges and other departments including guest services, front desk, shipping and receiving, and restaurants. It is used by hotels across America and Mexico. Customers include properties from major companies including Fairmont, Hilton, Hyatt, Interstate, Kimpton, Mandarin Oriental, 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.), Boca Raton Resort (Boca Raton, Fla.), Hilton San Francisco, Hilton Los Cabos (Mexico), Omni San Francisco, Hyatt Regency Huntington Hotel & Spa (Calif.), the Hotel Monaco (San Francisco), The Ritz-Carlton (Dearborn, Mich.), Le Merigot JW Marriott Beach Hotel (Santa Monica, Calif.), Westin St. Francis (San Francisco), Doubletree Sonoma (Calif.), Hilton Short Hills (N.J.) and W hotels.

For more information about GoConcierge.net, go to www.goconcierge.net/home or call (310) 966-2371. Meet Adam Isrow at booth 1026 at this year’s HITEC, June 21-24, at the Dallas Convention Center.

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Contact:
Adam Isrow
Executive Vice President
GoConcierge.net
(310) 966-2371
E-mail: adami@goconcierge.net
www.goconcierge.net

Glenn Hasek, President
Hasek Communications
(216) 476-9663; cell: (216) 702-0334
E-mail: hasekcom@aol.com
www.hasekcom.com

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Also See: Mandarin Oriental, New York Implements GoConcierge, Provides Concierge Team with Technology it Needs to Deliver Five-Star Service Quality / March 2004
The Fairmont San Francisco Embraces Technology, Goes Paperless and Enhances Concierge Operations With GoConcierge.net’s Web-based Solution / January 2004
Using Web-based GoConcierge, Three Leading Hotels Transform Concierge Operations, Take Customer Service to New Heights / November 2003
Concierges Bid Goodbye to Clutter, Hello to Efficiency — Thanks to GoConcierge.net’s Web-based Solution / September 2003


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