Ways With GoConcierge.net’s Web-based Solution
|SAN DIEGO — August 3, 2004—The Sheraton
San Diego Hotel and Marina, one of Starwood Hotels & Resorts’ top performing
Sheraton properties in terms of guest satisfaction and profitability, has
significantly improved its ability to deliver on its Service Promise with
the help of GoConcierge, the lodging industry’s leading concierge operations
solution. Web-based GoConcierge is produced by GoConcierge.net, Los Angeles.
“It is gratifying to hear about the Sheraton San Diego’s success and how GoConcierge has made a positive impact,” says Adam Isrow, executive vice president of GoConcierge.net. “It is particularly impressive to see how well the team works together and how various departments are willing and able to step in to assist the guests whenever called upon.”
Since implementing GoConcierge.net’s task-tracking and database solution a year ago, concierges at the 1,044-room property have improved operations in 10 important ways. Each improvement has helped strengthen the hotel’s Service Promise program that guarantees guests a great stay. As part of Sheraton Service Promise, guests who report a problem during a stay are offered instant discounts, reward points or money back.
“If something is not right, we make it right,” says Robert Cartwright, hotel manager at the Sheraton San Diego Hotel and Marina. “Thanks in part to GoConcierge, we don’t have as many guest complaints as we have experienced in the past.”
Top 10 Ways Sheraton San Diego Improved Operations
Fast, personalized and efficient concierge service
are imperative at the high-volume hotel that experiences 75 percent group
business. The two-tower property has one concierge desk. Four concierges
are employed full time and three others are on call. Since implementing
GoConcierge, the concierge team has become more efficient in the following
Cartwright, who presides over operations at the San Diego property that was one of three Starwood hotels nominated for “Hotel of the Year” in 2003, says the hotel also was the top performing Sheraton convention property in terms of guest satisfaction last year.
“GoConcierge helped us get to that point,” he says. “I would recommend GoConcierge.net unconditionally to other Starwood properties.”
“Robert has been instrumental in the success of GoConcierge at this property,” Isrow says. “He recognized the potential of GoConcierge right away and was quick to encourage his team to embrace the system and make it a ‘way of life.’”
About the Sheraton San Diego Hotel and Marina:
Nestled at the water’s edge on spectacular San Diego Bay, the Sheraton San Diego Hotel and Marina offers panoramic views of the bay and the downtown city skyline. Spread across two towers, the hotel’s 1,044 guest rooms and suites are filled with fine comforts and conveniences. The East Tower features 699 guest rooms, four restaurants and lounges including Tapatini’s with an exclusive tapas menu and signature martinis. The West Tower is located 300 yards away and features 345 guest rooms, an outdoor pool, Jacuzzi and Alfiere’s, an award-winning restaurant that features Mediterranean fresh market cuisine. All guest rooms feature the new Sheraton Sweet Sleeper(SM) Bed and Starwood Turbo Net High Speed Internet Access.
For more information about the Sheraton San Diego Hotel and Marina, go to www.sheraton.com/sandiegomarina or call (619) 291-2900.
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 Sacramento (Calif.), 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.
Executive Vice President
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|GoConcierge.net Defies the Odds, Doubles Client Base to More than 100 in One Year; Boca Raton Resort & Club, InterContinental Mark Hopkins are Latest to Adopt Web-Based System / April 2004|
|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|