.
Hotel Online
News for the Hospitality Executive

.
 

..

Concierge Assistant Meets the Ultimate Guest
Service Challenges of The World
.>
Five-Star luxury ‘Hotel on Water:’ residents of The World receive
personal attention in hundreds of global ports
.

Agoura Hills, CA - August 18, 2009 – When your clients are the crème de la crème, you cannot take risks with customer service — especially when your guests own the property. This is the case with The World, a 644-foot luxury residential ship with more than 120 owners of its elegant apartments.  The apartment owners enjoyed the floating lifestyle so much, they partnered to acquire the ship itself in 2003.   The ship continuously circumnavigates the globe with a staff of multi-lingual concierges that deliver personalized service to the most experienced travelers anywhere.  The primary challenge is finding and providing information on the best restaurants, shopping and entertainment in ports ranging from Hong Kong to Sydney, Barcelona, Bordeaux, Dublin, Rio and about 100 others. 

ResidenSea, which operates and manages The World, automated the ship’s complex guest services operation with The Concierge Assistant® a comprehensive hospitality concierge software system from Gold Key Solutions that is used by hundreds of exclusive luxury destinations and Five Star properties internationally. 
.


The World in Hong Kong
.
The World is probably Gold Key’s most interesting implementation, but one that the Concierge Assistant (CA) handles with aplomb. “We think of ourselves as a five-star community at sea rather than a cruise ship,” said Ceci Leger, corporate concierge for ResidenSea, the Miramar, FL-based company that manages The World, a 12-deck vessel housing 165 private residences. “Our international multilingual concierge team uses CA to share guest request information with other appropriate staff.  This instantly enables us to fulfill the desires of our Residents and Guests professionally and quickly.”

The World is their oyster
To say that Resident Owners of a customized 12-deck ship are accustomed to a very high level of personal service is an understatement. “CA is a great tool because we have hundreds and hundreds of variables that our Resident Owners list as preferences,” said Leger. “These may be preferred transportation, currency, hobbies, flower preferences, and how they want their apartments prepared prior to their arrival.  We input these in our Concierge Assistant database for each Resident and update the information through regularly distributed questionnaires and onboard meetings.”

Port information uploaded via satellite
The World’s staff provides detailed information on each port of call and CA enables them to tailor and deliver custom itineraries to each Resident based on their preferences. “This is a different concierge process than any other operation,” said Leger, who is a Les Clefs d’Or member and manages three on-board concierges from her shore-based office in Miramar. “I research each port of call in advance and upload my findings through our satellite link to the shipboard system daily to synchronize our databases. Gold Key created a Remote Contact Manager that enables me to export my findings instantaneously to the ship so Residents are up to date with the latest in-port events.”

What is your pleasure?
While arranging group activities is sufficient for the concierge team on a typical cruise ship, the Residents on The World have a different level of expectation. “We may provide a white-linen gourmet beach BBQ in the Seychelles for all Residents and Guests or a private dinner for two in an owner’s apartment.  Most of our owners prefer to make their own plans, and we honor their wishes and protect their privacy,” said Leger.

Service trend analysis 
ResidenSea senior management values CA’s ability to provide an accurate picture of the “logbook activity” which clearly itemizes the service usage patterns as well as the amount of time being dedicated to the fulfillment of requests.  “We use this data in our quarterly activity reports to the ownership board,” according to Leger.  “It is an accurate reflection of the trends in our ship-board community, which among other things, makes it easier for us to identify where our attention should be focused to meet and, hopefully, anticipate the needs of our Residents and Guests.” 

According to a long time Resident of this magnificent ship, “The real luxury is that at the end of every day, we are back in own private world.  Everything is provided to feel supremely comfortable aboard; a friendly and attentive staff, wonderful restaurants, great food; as well as tennis and swimming to keep us fit.  The World is a great community of like-minded friends.  All this, and the adventure of exploring and enjoying the whole world, without ever leaving the comfort of home… Pure Bliss.”

About ResidenSea
ResidenSea is a management company offering sales, marketing, operations and administration services for specialty luxury properties on land and sea. We believe in providing tailored solutions to ensure success.  We currently manage The World, the only private community at sea offering residential options and rental travel experiences to the discriminating traveler. Whether you are interested in purchasing a residence or renting a private home onboard The World, we are eager to assist you. If you would like to learn more about The World, please click here now. For additional information about ResidenSea (the management company), please contact us.

About Gold Key Solutions 
Gold Key Solutions’ The Concierge Assistant improves guest services and staff communication by creating orderliness and accuracy throughout the entire concierge process for hotels of all types.   The Windows-based software application increases staff efficiency and reduces expenses by automating all guest services activities and reporting, allowing managers to put in place a standard of excellence that may be continually refined.  The system is available either as a property-based solution, or as a Web-based system that may be accessed online with most browsers. The Concierge Assistant is used by over 400 full-service Ritz-Carlton, Marriott, Hyatt, Starwood, St. Regis, Four Seasons and other quality properties.  The system is also employed by many residential living properties and by personal assistant and professional concierge companies to optimize services to each client.

.
Contact:

Gold Key Solutions 
Newton Gore, President 
28720 Roadside Drive
Suite 276
Agoura Hills, CA 91301
Phone:  (818) 865-0006 
Email: newt(at)goldkeysolutions(dot)com
http://www.goldkeysolutions.com
 

Media Contact:
Julie Keyser-Squires, APR
Softscribe Inc.
180 River Springs Drive NW
Atlanta, GA 30328
Phone: (404)256-5512
Email:  Julie(at)softscribeinc(dot)com
http://www.softscribeinc.com
http://www.marketingsnacks.com
 

.
Also See: Gold Key Solutions Launches Web-based Concierge Assistant; CA Web enables brands to boost guest service across multiple properties, gather preference information to drive more effective marketing / June 2009
Five Diamond Venetian Resort-Hotel-Casino in Las Vegas Romances Guests with High Tech Concierge System; The Concierge Assistant Streamlines Stellar Customer Service for Ultra Luxury Resort / April 2009
New Caribbean Luxury Destination Reaches for the Stars with High-Touch Service; Beachfront Resort Implements Concierge Assistant to Supercharge Guest Care / December 2008
Upscale Arizona Biltmore Resort and Spa Supercharges Concierge Services; Guest services keep pace with the Twenty-First Century at historic Arizona luxury destination / August 2008
A 120-Year History of Service to the Stars Sets the Scene for Tradition at San Diego's famed Hotel del Coronado; 21st century technology helps put to rest the ghosts of service past / June 2008
Concierge Assistant President, Newton Gore, Awarded Les Clef d'Or USA Honorary Membership; Gold Key Solutions recognized for ongoing friendship and support of prestigious Concierge Organization / May 2008
Luxury and Service Make Life Different at The Residences at Two Liberty Place; Staff utilizes The Concierge Assistant® software to deliver superlative service in a luxury environment / November 2007
The Peabody Orlando, Four-Star, Four Diamond Service Gold Key to Success; Anticipating guest needs is the hallmark of Peabody's impressive service reputation / October 2007
Capella Hotels & Resorts Selects The Concierge Assistant ® Software for All Properties; New Ultra Luxury Chain uses Concierge Assistant system to support matchless service at Schloss Velden, a Capella Hotel / June 2007
The Concierge Assistant® Announces New Guest Service Technology, Hosts Users Meeting at Les Clefs d'Or Congress in Vienna; Leading-edge tools debut at elite international concierge organization summit / March 2007
Need Goat’s Milk for Your Bath? Or a Broadway Star to Sing Happy Birthday? Call the Concierge; Top hotels trade tales of their most unique guest requests / December 2006
By Land or By Sea, The Boston Harbor Hotel is the Place To Be; It’s all about the service at Boston’s most luxurious hotel / October 2006
Good Service is Not Enough: Global Travel Reshapes Guest Service in the 21st Century; Well-traveled guests transform concierge duties, expect more personalized services faster / June 2006
Charleston Place Offers Top-Floor Luxury for Business and Pleasure; The Club at Charleston Place Delivers Service and Cachet for Elite Visitors / May 2006
Miami's National Hotel Stays Hot, Delights Celebrity Guests with The Concierge Assistant; The Concierge Desk is 'The Game' at Trendy Miami Property; Guest Profiles Stay Secure / January 2006
The Concierge Assistant Used by Ireland’s Les Clefs d’Or; Prestigious Global Association Gives the Nod to Automating Guest Services, Keeping Guest Profiles Secure / December 2005
Napa Valley’s Carneros Inn Runs Rustic Elegance Securely and Efficiently with The Concierge Assistant Software / November 2005
Sanctuary at Kiawah Island Installs The Concierge Assistant Software; Sanctuary at Kiawah Island Installs The Concierge Assistant Software / Aug 2005
Industry First: The Concierge Assistant System Gains Real-Time Website Interface for Improved Guest Service / June 2005
Luxury Marco Beach Ocean Resort Aims at 5th Diamond, Leverages The Concierge Assistant / June 2005
LaPlaya Beach & Golf Resort Installs The Concierge Assistant Software, Redefines Service Standard for New Elite Club and 5-Star Guests / May 2005
Gold Key Solutions Joins with World’s Most Prestigious Concierge Association for The Les Clefs d’Or USA’s Pan American Congress / May 2005
Luciano Pavarotti, Laura Bush and Tom Hanks Make Appearances in The Rittenhouse Lobby / March 2005
The Five-Star Landmark London Applies Automated Concierge Technology to Put Polish on Personal Service / January 2005
Caesars Tahoe Becomes 100th Customer for Concierge Assistant Guest Services Software / November 2004

To search Hotel Online data base of News and Trends Go to Hotel.Online Search

Home | Welcome! | Hospitality News | Classifieds | Catalogs & Pricing | Viewpoint Forum | Ideas/Trends
Please contact Hotel.Online with your comments and suggestions.