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Bacara Resort & Spa Improves Concierge Operations and Guest Satisfaction as Multiple Departments Benefit from GoConcierge.net’s Web-based Solution

 
SANTA BARBARA, CALIF.—February 14 , 2005—Bacara Resort & Spa, a 78-acre Spanish Colonial resort tucked between the Pacific Ocean and the Santa Ynes Mountains, has added efficiencies to its concierge operations, improved guest satisfaction and created a new revenue stream with the help of GoConcierge, the lodging industry’s leading concierge operations solution. Web-based GoConcierge is produced by GoConcierge.net, Los Angeles.

"Before implementing GoConcierge, Bacara Resort & Spa was already renowned for its superior service," says Adam Isrow, Executive Vice President of GoConcierge.net. "What GoConcierge does is enable Bacara’s concierge team to provide an even better experience for the resort’s exclusive clientele."

"Transitioning away from a paper-based process has made our operations more efficient," says Natalie Halushka, Concierge Supervisor at Bacara Resort & Spa. 

Using GoConcierge, guest tasks at the resort are tracked online through the system’s Guest Task Calendar. It includes a color-coded task list that highlights open, pending and closed tasks, as well as internal staff notes. The GoConcierge screen also includes hot buttons that link directly to websites, important forms and documents as well as vendors and service providers such as car rental, taxi, limousine, golf and child care. 

Many departments utilize GoConcierge

In addition to the concierge team, Bacara’s restaurant managers, accounting department, executive office personnel, front desk and human resource managers also have access to the system—albeit limited access in some cases.

"Our accounting department uses GoConcierge to help resolve billing disputes," Halushka says. "Instead of calling our desk with questions, they can research a request on their own. It saves us all a lot of time."

Because GoConcierge stores guest history information, staff can remind repeat guests where they dined or visited during a previous stay.

Bacara’s concierges use GoConcierge’s customized location database to track any desired contact and to add or modify a location—a Los Angeles area attraction, for example. Locations can be searched in multiple ways including category, subcategory and address. 

"We use the database on a daily basis," Halushka says. "It is like having our own Yellow Pages."

System enables personalization

GoConcierge also can be used to generate personalized confirmation letters, itineraries, driving directions and maps. This information can be e-mailed or printed out of GoConcierge on Bacara letterhead.

"We e-mail itineraries to guests upon request," Halushka says. "We also put them in packets that guests retrieve upon arrival." 

The reports that Halushka produces out of GoConcierge help her identify which vendors guests use most and attractions guests most like to visit. Last year, before Valentine’s Day, she produced a report that showed the amount of Valentine’s Day business that had been referred to a florist outside of the resort in 2003. The report demonstrated that Bacara was missing out on a potential revenue and profit stream. The result? Bacara staff decided to sell Valentine’s Day flowers in-house.

Halushka says GoConcierge completely revamped how she and her concierge team function. 

"It is user-friendly, basic and simple," she says. "It provides us with the tools we need to provide our guests with unparalleled service."

"We are excited that Bacara Resort & Spa is maximizing the potential of GoConcierge," Isrow says. "Natalie and her team have demonstrated that the system adds efficiencies, creates opportunities to improve guest satisfaction and also helps reveal new ways to generate revenue and profits. We are proud to be working with a resort that is so committed to providing its guests with such a high level of warm friendly service and ultimately a great experience."

About Bacara Resort & Spa:

Bacara Resort & Spa is an independently owned and operated luxury retreat set on two miles of beach along the pristine Gaviota coastline just a five-minute drive from the Santa Barbara Airport. Bacara is the closest beachside luxury resort near the Santa Ynez, Santa Maria and Santa Rita Hills Wine Regions. The resort features 49 suites and 311 lavish guest rooms, each with either a private balcony or patio with ocean, garden or mountain views. A 42,000-square-foot full-service Spa and state-of-the-art fitness facility offers a variety of pampering treatments and services. An assortment of culinary options—from fine dining to casual—are available at the resort’s three signature dining venues. An expansive wine cellar showcases wines from around the world with highlights from the region. Bacara is located at 8301 Hollister Avenue, Santa Barbara, CA 93117. For more information, please contact (805) 968-0100, 877-422-4245, or visit www.bacararesort.com.

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, Mexico and in London and Montreal. 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 & Spa (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/homeor call (310) 966-2371.

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Contact:
 

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

Oliver T. Unaka, PR Manager
Bacara Resort & Spa
(805) 571-3200
E-mail: ounaka@bacararesort.com
www.bacararesort.com

Glenn Hasek, President
Hasek Communications
(440) 243-2055; cell: (216) 702-0334
E-mail: hasekcom@aol.com
www.hasekcom.com

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Also See: Guests Get Royal Treatment at the Don CeSar Beach Resort, a Loews Hotel; Concierge Operations Shine with Help from GoConcierge.net’s Web-based Solution / December 2004
Guest Service Reaches New Heights at San Francisco’s Westin St. Francis Thanks to GoConcierge.net’s Web-based Solution / September 2004
Sheraton San Diego Hotel and Marina Strengthens Service Promise, Improves Concierge Operations in 10 Important Ways With GoConcierge.net’s Web-based Solution / Aug 2004
Hawaii Prince Hotel Waikiki and Golf Club Energizes Aloha Attitude, Transforms Concierge Operations With GoConcierge.net’s Web-based Solution / June 2004
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


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