News for the Hospitality Executive
with Property-wide Rollout
Multiple Departments Deploy Web-based Software to Elevate Guest Experience
CARLSBAD, CALIF.—March 21, 2011—When guests staying at the 329-room Park Hyatt Aviara Resort are in need of a beach butler or surf concierge—yes, the job titles do exist at the luxury property—Web-based GoConcierge makes it easy for resort associates to reserve them. When mothers or fathers wish to schedule their children for Camp Hyatt activities, it can be done with just a few mouse clicks—once again thanks to GoConcierge. The lodging industry’s leading guest service application, which is used by Park Hyatt Aviara Resort departments ranging from concierge to security, is produced by Los Angeles-based GoConcierge.net.
“In one way or another, we use GoConcierge for every guest that comes in here, whether they want to get a massage or a hot air balloon ride,” says Sarah Sbicca, chef concierge and a Les Clefs d’Or member.
Whether working in the lobby or behind the scenes, Park Hyatt Aviara Resort concierges use GoConcierge’s online Guest Task Calendar to log and track guest and other requests and tasks quickly and easily. 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. 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.
Resort Opens with GoConcierge
The Park Hyatt Aviara Resort opened with GoConcierge last June. Prior to the opening, when the property was under a different name, a different guest service application was used. Sbicca, who worked with that software, says “GoConcierge is much more user friendly.”
Thanks to an interface with Cendyn’s eConcierge system, guest activity or amenity requests made through Hyatt’s website prior to arrival are sent directly to GoConcierge and appear as a flashing task. Once the concierge has closed the task, a personalized e-mail is automatically sent to the guest to let him know the task is taken care of.
“Adding these efficiencies allows the concierge team at the Park Hyatt Aviara Resort to spend more time and attention on guests,” says Adam Isrow, Executive Vice President of GoConcierge.net.
Associates at the Park Hyatt Aviara Resort use GoConcierge to track lost and found items, amenities, and log golf, restaurant and spa reservations. Front desk, executive assistants, catering assistants, security, purchasing, accounting, bell and valet staff all use GoConcierge. “Everyone can go in,” Sbicca says. “It helps us provide our guests with fast and efficient service. The more who can use it, the better. It provides a single view of what is happening on the property.”
A customized location database within GoConcierge allows concierges to quickly identify area restaurants and attractions. Hot buttons on the GoConcierge screen link to frequently used websites.
Text Messaging Made Easy
To communicate directly with guests who are not nearby, the concierge team utilizes GoConcierge’s text messaging feature. When guests respond to text messages sent to them, their messages appear in the Guest Task Calendar. Concierges and guests correspond about issues ranging from theater tickets to dinner reservations and transportation.
Reports available within GoConcierge summarize many types of system activity. For example, Sbicca run eConcierge reports three times each day. Camp Hyatt reports are also produced, in addition to beach butler and surf concierge reports. The reports detail both completed and uncompleted tasks.
Sbicca says the GoConcierge.net team has made learning GoConcierge fast and easy. “We had three days of great training with Lindsay Goldman,” she says. “Lindsay walked us through each different part of GoConcierge. We did role playing and trial runs. The training was excellent.”
“It is gratifying to see how well Sarah and her associates at the Park Hyatt Aviara Resort have embraced GoConcierge,” Isrow says. “Throughout so many departments, and from the beach to the front desk, GoConcierge is adding efficiencies to the guest service process. Ultimately, it is the resort’s guests who benefit with a more personalized luxury experience.”
About the Park Hyatt Aviara Resort:
On California’s sun-drenched Pacific coast, in the seaside community of Carlsbad, Park Hyatt Aviara Resort lies on the north shore of Batiquitos Lagoon—a vast protected wildlife sanctuary. From atop the highest ridge, overlooking the ocean and the lagoon, the AAA Five Diamond San Diego resort provides a respite from the ordinary. Secluded amid 200 acres of verdant hillsides and rolling valleys, within the master-planned community of Aviara, the San Diego luxury hotel and resort provides an appealing setting for any function. Each of the 329 spacious guestrooms—including 44 suites—features a private balcony or landscaped terrace offering magnificent views. Expansive facilities for meetings and special events are enhanced by complete resort amenities, from acclaimed dining to a full-service spa, swimming, tennis, a fitness center and an Arnold Palmer designed 18-hole championship golf course. For more information, call (760) 448-1234 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.
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