Beach Resort and Spa With the Help of GoConcierge
Web-based Solution has Ripple Effect on
Concierge Operations, Guest Satisfaction
ANGELES—August 16, 2005—Concierges at the Hyatt Regency Huntington Beach
Resort and Spa, a luxurious oceanfront property in Southern California,
are providing superior guest service in a highly efficient, paperless manner
with the help of GoConcierge, the lodging industry’s leading concierge
operations solution. Web-based GoConcierge is produced by GoConcierge.net,
“I know it has made us more efficient and faster,” says Jan Charrier, concierge supervisor at the resort. “It definitely has resulted in greater guest satisfaction.”
“The concierge team at the Hyatt has been amazing to work with,” adds Adam Isrow, executive vice president of GoConcierge.net, which now has more than 250 installations on four continents. “Since the hotel’s opening, concierges there have embraced GoConcierge and have focused on finding ways to maximize efficiencies in order to enhance the overall level of service they are providing to guests. Given the resort’s high volume of guests, it has been critical to have an efficient system like GoConcierge in place so they can achieve their goal of consistently providing exceptional service.”
Concierges at the 517-room resort have been using GoConcierge since the property opened at the beginning of 2003. They use the system’s online Guest Task Calendar to track guest reservations and other tasks. The calendar includes a task list that highlights open, pending and closed tasks. The color-coded system ensures that no task falls through the cracks.
“The color coding is an important part of the system,” Charrier says. “The next shift coming in automatically knows what is going on. It ensures that whatever the guest wanted done is getting done. I don’t recall ever getting a complaint that something was not done.”
Camp Hyatt staff utilize GoConcierge
Resort staff who run the Camp Hyatt program for children also use the Guest Task Calendar to schedule appointments. They use a different screen found in the “Recreational” area of GoConcierge. That screen also can be accessed by the concierge team when guests approach them wanting to make Camp Hyatt reservations. “It helps our Camp Hyatt staff know how many instructors they need to schedule,” Charrier says.
GoConcierge eliminates the log books and other paper-based processes used at many hotels to track guest tasks and reservations.
“We often run at 100 percent occupancy,” Charrier says. “With the volume of guests that we have, log books would slow us down immensely. This way, we have time to talk to our guests.”
Concierges at the four-star resort and conference center use GoConcierge at stations in the lobby and also at the Regency Club level. At any one time, a minimum of two concierges are stationed at the concierge desks. After 10:30 p.m., when there are no concierges on duty, front desk personnel can access the system to check on reservations or other pending tasks.
In addition to the Guest Task Calendar, the seven concierges at the resort consistently use GoConcierge’s customized location database to quickly generate restaurant and other area attraction information. With just a few clicks, point-to-point directions and maps can be printed. Hot buttons on the GoConcierge screen link to the websites used most—rental car agency, Super Shuttle, search engines and even the surf report.
“Through GoConcierge, we can also create personalized itineraries for guests,” Charrier says. “These list times and locations. Sometimes we get guests here for a week or longer. Itineraries are useful to them.”
With just a few clicks, GoConcierge also enables a concierge to generate a personalized confirmation letter or other type of letter that can either be printed or e-mailed to a guest. The letter with the hotel’s logo automatically fills in the name of the concierge who is sending the letter.
“It is a nice touch to receive a personalized letter,” Charrier says.
If a repeat guest should want to know what restaurant he or she visited during a previous stay, Charrier says she can find that information quickly by running a search based on the guest’s name, the restaurant’s location or a specific date range.
Valuable reports quantify referral volume
Reports generated out of GoConcierge show managers where concierges are directing restaurant and other types of business.
“It shows us what vendors we use the most,” Charrier says. “If our spa staff wants to know how many people we have referred to them, we can provide a report to show that.”
Charrier says she is convinced that GoConcierge has made a significant positive impact on the resort’s concierge operations.
“Anyone who tries it will not want to go back to their old system,” she says. “It is ideal for any hotel but especially so for any hotel that does a high volume of business.”
“We are proud to know that GoConcierge has enabled the concierge team at the Hyatt Regency Huntington Beach Resort and Spa to achieve such high levels of efficiency and service,” Isrow says. “Ultimately, it is their guests who benefit.”
About the Hyatt Regency Huntington Beach Resort and Spa:
The 517-room, four-story Hyatt Regency Huntington Beach Resort and Spa in Huntington Beach, Calif., offers luxury accommodations and conference facilities. The property is perched above the historic Pacific Coast Highway and provides stunning views from each guest room. The resort provides easy access to California attractions and offers a pedestrian walkway to eight miles of wide beaches. The property features three restaurants, a lounge, retail shopping plaza, more than 110,000 square feet of indoor and outdoor function space, and the Pacific Waters Spa. For more information, call (714) 698-1234, or go to http://huntingtonbeach.hyatt.com.
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, Canada, London, Asia and Australia. Customers include properties from major companies including Hilton, Hyatt, Fairmont, Mandarin Oriental, JW Marriott, Omni Hotels, Peninsula, Le Meridien, Ritz-Carlton, Rosewood, Raffles, St. Regis, Westin, W Hotels and Luxury Collection. For more information about GoConcierge.net, go to www.goconcierge.net/home or call (818) 263-8993.
Executive Vice President
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