Economy No Obstacle at Hilton Anaheim
GoConcierge Adds Efficiencies, Helps Drive 10 Point Jump in Guest Satisfaction
ANAHEIM, CALIF.— February 10, 2009 — The 1,572-room Hilton Anaheim hotel, located next to the Anaheim Convention Center and within steps of the Disneyland Resort, has streamlined its guest service operations, eliminated inefficiencies and raised guest satisfaction scores in the Guest Services department by 10 points with the help of GoConcierge, the lodging industry’s leading guest service operations system. The transition to GoConcierge is providing the hotel with a competitive advantage—something every hotel is looking for in this challenging economy.
At the busy hotel, it is always a challenge to keep up with guest requests. It is not unusual for the Guest Services team to handle hundreds of calls a day—all day long, from 6 a.m. to 11 p.m. Prior to implementing Web-based GoConcierge last year, the process of handling requests was entirely manual and paper based.
“This often resulted in concierges scrambling to confirm reservations, or double booking to ensure that our guests’ needs were fulfilled,” says Ryan Paterson, Guest Services Manager at the hotel.
“We used log books and there was no efficient tracking system,” adds Sarah Monks, Director of Guest Services. “It was time consuming and if someone forgot to write something down, there was no backup.”
A Transformation in Work Processes
What GoConcierge has done is transformed how the entire guest services team does its work, weeding out inefficiencies while providing the means to elevate the overall level of guest service. In fact, Paterson says, since putting GoConcierge to work for them, the guest services department has experienced a 10 point jump in guest satisfaction based on surveys provided to guests.
“Seeing a 10 point jump in guest satisfaction is extremely encouraging and clearly highlights the immediate impact GoConcierge can have,” says Adam Isrow, Executive Vice president of Los Angeles-based GoConcierge.net, maker of GoConcierge.
GoConcierge.net has streamlined the guest task tracking process at the hotel. Instead of using paper-based processes, guest service personnel, including the executive lounge concierge and bell desk coordinators, use GoConcierge’s online Guest Task Calendar to log and track guest requests and other tasks. 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.
“We use GoConcierge to track transportation requests, tours, restaurant bookings, spa services, wheelchair rentals, doggie daycare…the list goes on,” Paterson says. “It allows us to run our entire Guest Services operation from one screen. It includes links to sites we use most often and gives us the ability to leave notes for one another regarding pending requests.”
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 can also be generated easily.
“The customized letters and e-mails are a huge hit, providing personalized confirmation of all bookings to in-house guests and pre-arrivals alike,” says Paterson, adding that GoConcierge is also used to track amenities and packages sent and received within the hotel.
User-friendly Features Included
A customized location database within GoConcierge enables the guest services team to quickly identify area restaurants and attractions. Reports available within GoConcierge show guest service managers the volume of reservations made for the property’s Mix Restaurant and for other establishments outside the hotel. Paterson says GoConcierge provides an at-a-glance view of how much activity each team member is tracking.
“It has made our lives a lot easier,” he says. “GoConcierge is incredibly easy to learn and enhances our ability to provide over-the-top personalized service consistently, allowing us to build guest loyalty.”
“Being able to provide such a high level of service is important in this hyper competitive hotel environment,” Isrow says. “In the battle for guest loyalty, the Hilton Anaheim is winning, thanks not only to GoConcierge, but also to the dedicated Guest Services team at the hotel.”
About the Hilton Anaheim:
The 1,572-room Hilton Anaheim hotel is located in the heart of California’s famous Orange County, adjacent to the Anaheim Convention Center and steps from the Disneyland® Resort. Highlights of the full-service hotel include: an on-site Starbucks® Marketplace; lushly landscaped outdoor heated swimming pool and four whirlpool tubs; Mix Restaurant which serves fresh California cuisine; Mix Lounge, the contemporary new centerpiece of Hilton’s atrium lobby; and 25,000-square-foot Hilton Spa & Fitness Center. The property, which has just completed a major renovation, also offers 100,000 square feet of meeting space, including two 28,500-square-foot ballrooms and 51 breakout rooms. For more information on the Hilton Anaheim, call (714) 740-4318, or click here.
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
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