Hotel Online  Special Report


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Even in Tough Economy, Guest Satisfaction Remains Rock Solid
at InterContinental San Juan Resort & Casino
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Web-based GoConcierge Helps Keep Operations Efficient, Consistent   

 

SAN JUAN, P.R.— May 14, 2009 — Hearing from guests who have stayed at the InterContinental San Juan Resort & Casino in years past is a common experience for the concierge team at the luxurious hotel on Isla Verde. When one guest called chef concierge Jossell Louie Velázquez recently and asked if he could track down the name of the restaurant where she dined during her previous visit several years ago, it took him just seconds to find out. How? The guest’s original request was stored in GoConcierge, the Web-based system used then and now to track all guest requests at the resort. The guest was “shocked” that he could access the information so quickly, Velázquez says.

Being able to easily log and track requests is the norm thanks to GoConcierge’s Guest Task Calendar. GoConcierge, the lodging industry’s leading guest service operations system, is produced by Los Angeles-based GoConcierge.net. The software’s color coded system makes it easy to highlight open, pending and closed tasks. With just a few clicks, these can be entered and located. Ease of use is incredibly important at the busy resort where, Velázquez says, the “phone never ceases to ring.”

“We used to have a log book that every concierge used,” explains Velázquez, a Les Clefs d’Or member. “Items were sometimes overlooked. Everybody had their own system for tracking tasks. It was very inconsistent. Thanks to GoConcierge, we have been able to standardize our task tracking system. As an information tool it is easy to use and accessible. It enables us to provide better service. It helps guarantee that a task will be completed. For communicating between departments, it is a great tool.”

“During this difficult time in the economy, it is encouraging to know that GoConcierge is able to add efficiencies and make it easier to provide a consistent high level of service,” says Adam Isrow, Executive Vice President of GoConcierge.net.

Multiple Departments Use GoConcierge

GoConcierge is used by the four concierges who work at the resort’s one concierge station. It is also used by spa associates, security and PBX personnel. At the full-service spa, the system is used to log and track reservations. Security staff use GoConcierge to track incoming and outgoing packages and also for lost and found items. The resort’s PBX operators also have access to GoConcierge for entering guest requests during off hours or busy periods.

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 resort’s logo. Point-to-point directions and maps can also be generated easily. A customized location database within GoConcierge enables associates to quickly identify area restaurants and attractions. “Hot buttons” on the GoConcierge screen link to frequently used websites—Google, local attractions, or Open Table, for example.

“Our guests are impressed by how quickly we can respond to their requests,” Velázquez says.

“GoConcierge has simplified our operational needs in the area of customer service,” says Sharon Kilmartin, general manager at the InterContinental San Juan Resort & Casino. “It has assisted us in guaranteeing customer satisfaction.”

A Competitive Advantage

“The InterContinental San Juan Resort & Casino is demonstrating how Web-based technology can transform how a resort operates,” GoConcierge.net’s Isrow says. “Having access to a tool like GoConcierge is critical in today’s competitive economic environment. It makes operations more efficient. At the end of the day, guests are more satisfied with the level of service they received and resort associates know no task has gone unfinished.”

Nearly five years after first using GoConcierge, Velázquez remains a strong proponent of the system.  

“It guarantees that the level of service is to the guest’s expectations and is a constant reminder of every internal or external request,” he says.

About the InterContinental San Juan: 

Intercontinental San Juan Resort & Casino features 402 newly renovated luxurious guestrooms with breathtaking ocean or city views. The resort offers fine dining restaurants with international cuisine. Recreational activities and amenities include a lagoon-shaped swimming pool with cascade, a full-service Spa and Fitness Center, 8,500-square-foot casino, and daily activities and evening entertainment. The resort features 18,000 square feet of meeting space for up to 600. Intercontinental San Juan is located on Puerto Rico’s north coast in Isla Verde on two miles of pristine white sand beach, just minutes from Luis Muñoz Marin International Airport and is a AAA Four-Diamond resort. For more information, call (800) 468-9076, or click here.

About InterContinental Hotels & Resorts:

With a worldwide portfolio of more than 150 hotels in 65 countries, InterContinental Hotels & Resorts has been welcoming frequent international travelers for more than half a century. A pioneer in the development of the hotel industry, InterContinental properties successfully blend consistent global standards with the distinctive cultures of their locations to deliver a truly authentic and local experience. For additional information and reservations, visit www.ichotelsgroup.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 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. 

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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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