Hotel Online  Special Report


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Guest Service Enhanced at the Kahala Hotel & Resort
With Help of GoConcierge
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Work Flow Efficiencies, Improved Service Time
Benefit Legendary Honolulu Hotel

 

HONOLULU, HAWAII—July 17, 2006—The luxurious Kahala Hotel & Resort, a 345-room property located in Honolulu’s plush Kahala district, is providing guests with an unmatched level of service with the help of GoConcierge, the lodging industry’s leading guest service operations solution. Web-based GoConcierge, which was first implemented at the property in the spring, is produced by Los Angeles-based GoConcierge.net.

“As ambassadors of our hotel, our concierges are extremely busy,” says Tim Lee, resort manager at The Kahala Hotel & Resort. “GoConcierge makes their jobs much easier and enables them to be much more efficient. The program has made a significant difference in the higher level of customer service that we have been able to provide.”

“We strive to make a positive impact at the property and it is encouraging to know that the adoption of GoConcierge has been a success,” says Adam Isrow, executive vice president of GoConcierge.net. “It is a testament not only to the effectiveness of the technology but also to the willingness of The Kahala Hotel & Resort team to find new ways to satisfy their guests.”

Prior to the rollout of GoConcierge, concierges at the resort relied on a manual, log-based system to track guest requests. Today, they use an automated online Guest Task calendar to track guest reservations and requests. The centralized calendar includes a task list that highlights open, pending and closed tasks. The color-coded system makes it easy to identify task status. The color green, for example, means that a task has been completed.

With just a few clicks, restaurant reservations and other itinerary information can be quickly printed or e-mailed out of GoConcierge with maps and point-to-point directions—all on the resort’s letterhead.

“Guests love the fact that we can customize directions for them,” Lee says.

Activity Voucher Process Automated

Before GoConcierge’s implementation, concierges manually completed guest activity vouchers and faxed them to each company contact. Using GoConcierge, however, a form can be generated and e-mailed within the system—saving both time and paper.

Guest reports generated out of GoConcierge show the amount of business sent to vendors, restaurant reservations made, amenities sent to guests, and more. GoConcierge maintains a record of activity for each guest, enabling concierges to remind guests where they dined during a previous stay. Guest activity history appears when typing in the guest’s name.

Because GoConcierge is a highly secured Web-based solution, Lee can log in at home or from an alternate office via appropriate user rights. If he needs to contact a member of his concierge team and cannot get through by phone, he can simply leave a note within the system. GoConcierge makes it easy for one shift to communicate with the next.

“We are proud to know GoConcierge is enabling The Kahala Hotel & Resort to achieve the highest levels of guest satisfaction,” Isrow says.

About the Kahala Hotel & Resort:

The Kahala Hotel & Resort is located on Oahu, Hawaii. The resort boasts a secluded 800-food crescent-shaped beach, a private dolphin lagoon, exotic gardens, cascading waterfalls and the famous Orchid Wall. The 345 guestrooms and suites offer extraordinary views of the Pacific Ocean, Koko head, Diamond Crater and Koolau Mountain Range. Amenities include six distinctive restaurants, swimming pool, ocean/beach activities, shopping, award-winning Spa Suites, nearby golf, hiking, sailing and windsurfing. A private lagoon features five resident Atlantic bottlenose dolphins. For more information, call (800) 367-2525, or go to www.kahalaresort.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, 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. 

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Contact:
Adam Isrow
Executive Vice President
GoConcierge.net
(818) 263-8993
E-mail: adami@goconcierge.net
www.goconcierge.net

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: GoConcierge Helps Keep Guest Service on the Right Track at InterContinental The Barclay New York / March 2006
Concierge Service Peaks at St. Regis Resort, Aspen with Help of GoConcierge / January 2006
GoConcierge a ‘Hit’ at Boston’s Luxury Boutique NINE ZERO hotel; Guest Service Team Abuzz About Efficiencies Added by Web-based Solution / October 2005
Guest Service Crests at the Hyatt Regency Huntington Beach Resort and Spa With the Help of GoConcierge / August 2005
GoConcierge Enhances Customer Service at Omni Hotels / June 2005
Houston’s St. Regis Hotel, a AAA Five Diamond Award Winner, Adds Efficiencies to Concierge Operations, Sparkle to Guest Service with GoConcierge’s Web-based Solution / April 2005
GoConcierge.net Announces Asia Expansion; Six Leading Hotels Install Company’s Industry Leading, Web-based Concierge Solution / April 2005
Using Web-based GoConcierge, The Ritz-Carlton, Huntington Hotel & Spa Adds Efficiencies to Concierge Operations, Improves Guest Satisfaction / March 2005
Bacara Resort & Spa Improves Concierge Operations and Guest Satisfaction as Multiple Departments Benefit from GoConcierge.net’s Web-based Solution / February 2005
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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