Concierge Assistant Guest Services Software
Guest Services Staff; Caesars Tahoe Concierge Desk Provides
Digital, One-Stop Adventure Booking for Sierra Gateway Activities
Los Angeles, California – November 10, 2004 – Gold Key Solutions, a leading California-based provider of guest service software, announced today it successfully completed the 100th installation of The Concierge Assistant guest services system at the Four-Diamond, 440-room Caesars Tahoe Hotel and Casino in Lake Tahoe, Nevada. The Concierge Assistant is a software application that improves guest service, staff communication and productivity by enhancing the organization and accuracy of many concierge processes through automating all guest service activities and reporting. Caesars Tahoe joins many Marriott hotels, as well as The Greenbrier, The New York Palace, the Hotel del Coronado and other fine properties using The Concierge Assistant to maximize guest service.
“The Concierge Assistant is a paradigm shift for rooms directors and concierge managers; it takes them from a manual paper-driven mode of servicing guests into the efficiencies of a digital way of life,” said Newton Gore, president of Gold Key Solutions, who also noted, “Customers say the software makes them look smart. Caesars Tahoe is the type of world class destination that benefits from having its guests walk away from the concierge desk with an accurate itinerary professionally presented with Caesars’ logo on it.”
Caesars Tahoe Director of Hotel Operations, Yale Spina, said, “Our more affluent guests expect more personalized service in all areas of life; since their leisure time is limited it becomes so much more valuable while on vacation. We make the best use of their time and exceed their expectations by providing them with activities and recreational opportunities other hotels overlook. No other property in our area has created an Adventure Concierge Desk, which we call the Lake Tahoe Gateway. Using the best technology tools to schedule activities, reserve off-property events and coordinate our guests’ stay gives Caesars Tahoe a competitive advantage.”
Mouse Click Saves Hours in Producing Reports; Automated Concierge Desk Draws 40% of its Bookings from Off-Property Guests
“Before we automated our concierge desk we were shuffling stacks of paper, copies of restaurant flyers, and post-it notes,” said Julie Kremer, Caesars Tahoe’s recreation manager. “Our new software clearly improves the look of everything done at the concierge desk. It’s beautiful. We have a more professional operation and can answer guests’ questions by clicking a mouse rather than thumbing through a binder of fliers that may be out of date.” Kremer also noted that a similar mouse click produces manager’s reports that previously took hours to create. Caesars said that approximately 40 percent of the reservations it books for local excursions and activities are for travelers not staying on property, which helps drive future business by introducing potential new guests to the hotel.
“Many of our guests use the property as a base of operations to explore the Lake Tahoe area,” said Kremer. “We call our concierge service the Lake Tahoe Gateway; guests nick-named it the Adventure Desk. Our Concierge Assistant software allows us to coordinate the sales of tickets and vouchers for more than 20 local vendors and track revenue generated by each vendor for commission verification.” In addition to booking outdoor recreational activities the Gateway Desk handles dining reservations for the property’s outlets, and also operates as a property box office and Ticketmaster ticketing center. The software system makes it possible to track a large number of off-property reservations and in-house activities, along with providing guests with a printed itinerary with times, directions, and hours of operation for each event during their stay. The system maintains a database of the hotel’s suppliers’ operating schedules, and suggests alternative venues if a guest’s previous outfitter or restaurant has closed or sold out.
The Caesars Tahoe Gateway Desk also supports the property’s group convention sales team, and the hotel’s yacht, the Bow Wave, is a favorite setting for informal corporate meetings. “We help coordinate activities for the property’s business groups,” said Kremer. “Our management team meets with group planners to suggest activities that suit the personality of each organization, and we become a central touch point where group leaders can pick up notes or change plans when necessary. By acting as a one-stop base station for meeting planners scheduling recreational activities, we strengthen Caesars Tahoe’s corporate group services. When a group’s schedule is finalized we present them with an attractive, up-to-date itinerary complete with our logo.”
“Caesars Tahoe chose Concierge Assistant mainly to optimize guest services and communication among our staff,” said Yale Spina, director of hotel operations for Caesars Tahoe. “It is also a strong management tool. Our recreation department can track employee performance to ensure that high service levels are maintained, and I can quickly access management productivity reports. That’s part of how we maintain our Four-Diamond status: using technology to make each guest’s stay a unique, individual experience down to the smallest detail.”
About Gold Key Solutions
About Caesars Tahoe