Guest Service Operations with GoConcierge
Web-Based System Adds Efficiencies to Multiple Departments
ENGLEWOOD, COLO. — October 28, 2008 — Six of the leading independent hotels in the United States—all of which are managed by Destination Hotels & Resorts—are now using GoConcierge, the lodging industry’s leading guest service operations system. Web-based GoConcierge has streamlined what were once manual processes and made concierge and other departments much more efficient. GoConcierge is produced by Los Angeles-based GoConcierge.net.
The six properties that have implemented GoConcierge include: Royal Palms Resort and Spa in Phoenix, Estancia La Jolla Hotel & Spa in San Diego, Hotel ICON in Houston, Stowe Mountain Resort in Vermont, The Driskill Hotel in Austin, Texas and Vail Cascade Resort & Spa in Colorado.
“Destination Hotels & Resorts has fantastic properties and we are proud that GoConcierge has added value to their operation and overall guest experience,” says Adam Isrow, Executive Vice President of GoConcierge.net.
At the 292-room Vail Cascade Resort & Spa, Guest Relations Manager Steve Trombetta says GoConcierge is a huge improvement when compared to the shared spreadsheets and log books his staff previously used.
“It has made us much more efficient,” Trombetta says. “Because of that, we have been able to make the guest experience more luxurious.”
User-Friendly Guest Task Calendar
At the Vail property, the nine-person concierge team uses GoConcierge’s Guest Task Calendar to log and track guest requests and other tasks such as restaurant reservations and spa confirmations. With just a few clicks, these can be entered and located. The calendar is color coded, which makes it easy to highlight open, pending and closed tasks. Every GoConcierge entry is time stamped. “Our concierges love the time tracking and being able to quickly see outstanding tasks,” Trombetta added.
Because a history of each guest’s request is stored in GoConcierge, it is easy to generate itineraries. These can be printed or e-mailed in a matter of seconds along with a personalized confirmation letter on stationery that includes the hotel’s logo. Point-to-point directions and maps also can be generated easily. Trombetta noted that prior to GoConcierge, itineraries were compiled in separate Word files for each guest.
A customized location database within GoConcierge enables the hotel’s concierges to quickly identify area restaurants and attractions. Comments can be added easily to each location’s profile. Links on the GoConcierge screen take users to frequently used websites, and to documents that can be printed or e-mailed to guests immediately.
In addition to the concierge desk, GoConcierge is also used by Vail Cascade Resort & Spa associates for the tracking of amenities and packages. Requested amenities and incoming packages are logged into GoConcierge. Once they are delivered, the task is closed within the system. A report generated from GoConcierge each morning helps the room service team prepare for that day’s amenity deliveries.
GoConcierge at The Driskill Hotel
At The Driskill Hotel in Austin, up to 20 hotel associates each day have access to GoConcierge at the guest reception desk, throughout the entire front office, and at the concierge station. “It serves as a highly efficient communication tool,” says Gavin Philipp, rooms division director at The Driskill. “Everyone on our staff can see what each request is and who created each note.”
Front office associates use GoConcierge to enter appointments such as massage treatments, and to generate customized directions for guests. Philipp says that prior to GoConcierge, concierges used handwritten calendars to track daily tasks. The new system allows Phillip and his colleagues to elevate the level of service they provide to the hotel’s corporate, group and leisure guests.
“We are encouraged to know that these hotels are benefiting from GoConcierge and that the properties have chosen to work with GoConcierge.net,” Isrow says. “They join the hundreds of other hotels around the world that are experiencing GoConcierge’s immediate, positive impact on hotel associates and the level of guest service they provide.”
About Destination Hotels & Resorts:
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 approximately 500 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
E-mail: [email protected]
|Also See:||San Francisco Marriott Adds Efficiencies to Busy Concierge Operations with GoConcierge; System Has Immediate, Positive Impact on Guest Experience / September 2008|
|Fort Lauderdale Grande Hotel and Yacht Club Adds Efficiencies to Multiple Departments with Help of GoConcierge; Guest Experience Enhanced with Web-Based System / April 2008|
|Personalized Luxury Made Easy at Grand Hyatt Atlanta in Buckhead; GoConcierge.net’s Total Operations Solution Implemented Across Multiple Departments / November 2007|
|Hyatt Regency Chesapeake Bay Golf Resort, Spa and Marina Embraces GoConcierge; Web-based System Implemented Across All Departments of 400-Room Property / July 2007|
|GoConcierge.net Set to Debut Newest Features at HITEC; OPERA Interface, Inventory Tracking, Digital Signature Storage Highlight Enhancements / June 2007|
|GoConcierge Makes it Easy for Joie de Vivre Hotels to Create Special Experiences; Web-based System Powers Company’s Dream Maker Program / June 2007|
|Pan Pacific Seattle’s Personalized Service Style Made Easy with Help of GoConcierge; Web-based System Adds Efficiencies to Guest / February 2007|
|GoConcierge Helps Luxurious InterContinental Boston Deliver Five-Star Service; Hotel on Historic Waterfront Adds Multiple Efficiencies to Operations / January 2007|
|Guest Satisfaction Soars at Hyatt Regency Hill Country Resort and Spa with Help of Web-based GoConcierge Application; eConcierge Interface Enables Staff to Seamlessly Process Pre-Arrival Requests / November 2006|
|Guest Service Enhanced at the Kahala Hotel & Resort With Help of GoConcierge; Work Flow Efficiencies, Improved Service Time Benefit Legendary Honolulu Hotel / July 2006|
|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|