Hotel Online  Special Report

Hawaii Prince Hotel Waikiki and Golf Club Energizes Aloha Attitude, Transforms Concierge Operations With’s Web-based Solution 

HONOLULU— June 17, 2004 — The Hawaii Prince Hotel Waikiki and Golf Club, Oahu’s leading provider of first-class, personalized guest service, is taking its level of hospitality to a new level with the help of GoConcierge, the lodging industry’s leading task-tracking and database solution. The Web-based system for concierges is produced by Los Angeles-based

“We are thrilled to be working with Prince Resorts Hawaii and the staff of the Hawaii Prince Hotel Waikiki and Golf Club,” says Adam Isrow, executive vice president of “We believe GoConcierge is a perfect fit for the property because of the high volume of activities that need to be coordinated and communicated between team members.”

The hotel’s concierges use GoConcierge’s Guest Task Calendar to quickly log, track and view tasks, guest requests and guest preferences. The color-coded task list enables the property’s guest services staff to view open, pending and closed tasks, as well as internal staff notes. That is important at the busy property that caters to a cross-cultural mix of business and leisure clientele.

GoConcierge simplifies reservation process

Prior to implementing the new Web-based system, the hotel’s concierges used a three-page form to record a reservation made for a guest. Copies would go to the guest, the concierge and to the business center manager. Now, the concierge completes one on-line form that can be accessed by any staff person given access to GoConcierge. 

“Every restaurant, golf, tour or other type of reservation was manually done on paper before GoConcierge,” says Naomi Abe, head concierge at the 521-guestroom property. “Now, it just takes a few clicks of some buttons to arrange an activity for a guest.”

Because GoConcierge preserves a guest’s reservation history, Abe says she can tell her repeat customers where they dined or traveled during a previous stay.

“It helps us to not double-book,” she says. “If I know where I sent a guest the last time, I won’t send them to the same place again.”

Yasunari Tamashiro, guest services manager at the Hawaii Prince Hotel Waikiki and Golf Club, says GoConcierge gives his staff more time to be personable with guests. When concierges used to write requests on paper or have to dig through reservation records, sometimes all the guest would see would be the tops of their heads. Now, a concierge can quickly type a request into the computer, maintain eye contact and converse at the same time. 

Personalization impresses guests

Concierges at the Prince Resorts Hawaii property also use GoConcierge to generate personalized confirmation letters, itineraries, directions and maps. Each includes the hotel’s logo and customized text. Itineraries also can be e-mailed to guests prior to their arrival date through GoConcierge. 

“The feature I like most about GoConcierge is this ability to provide personalized itineraries and confirmation letters for guests,” Tamashiro says. 

“Most of our guests are first-time visitors to Hawaii,” Abe adds. “They are very impressed by the personalization and they cannot believe how quickly an itinerary is done.”

GoConcierge also includes a location database and contact list. The information includes links to area restaurants and other frequently requested destinations. Customized shortcut buttons used by Hawaii Prince Hotel Waikiki and Golf Club staff provide quick access to transportation, the hotel’s golf course and even Paradise Cove, an area attraction that provides an authentic luau experience. 

Reports summarize daily events

Valuable vendor reports are generated out of GoConcierge by the hotel’s business center manager. These track the amount of business sent to specific vendors and are used for commission purposes. 

“At the end of each business day we also print the calendar of events,” Abe says. “It includes all the events we’ve booked for whom and when.”

Abe, who joined the Hawaii Prince Hotel Waikiki and Golf Club staff after GoConcierge had been installed, says the system was very easy to learn.

“GoConcierge is very user-friendly,” Abe says. “If you get stuck, all you have to do is call’s support number. Whenever I have a question, within five minutes I have an answer.”

“The enthusiasm about adopting GoConcierge has been terrific and we are pleased to learn about the positive results it is having at the hotel and with the guests,” Isrow says. “Prince Resorts Hawaii is a highly regarded company and we take pride in knowing that we are helping them achieve an even higher level of guest satisfaction. We have gained significant interest from hotels in Hawaii and believe it is largely related to the efficiencies added by GoConcierge as well as the ability to enhance the overall guest experience.”

About The Hawaii Prince Hotel Waikiki and Golf Club:

The Hawaii Prince Hotel Waikiki and Golf Club, part of Prince Resorts Hawaii’s four-hotel chain, features 521 guestrooms and 57 luxurious suites. All guestrooms overlook the picturesque AlaWai Yacht Harbor and the Pacific Ocean. The twin tower structure sits atop a five-story base containing restaurants, open-air lounge, meeting rooms, banquet facilities, lobby, shops, guest services and parking. The tropical landscaping surrounding the hotel features a five-story cascading fountain—the only one of its kind in Waikiki. The property also features a 27-hole golf course designed by Arnold Palmer and Ed Seay. For more information about the Hawaii Prince Hotel Waikiki and Golf Club, go to or call (808) 956-1111.


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 hotels across America and Mexico. Customers include properties from major companies including Fairmont, Hilton, Hyatt, Interstate, Kimpton, Mandarin Oriental, Marriott, Omni, Peninsula, Ritz-Carlton, Rosewood and Starwood.

GoConcierge has been adopted by hotels and resorts throughout America and Mexico, some of which include The Peninsula Beverly Hills, the Waldorf Astoria (New York), Bacara Resort (Santa Barbara, Calif.), Boca Raton Resort (Boca Raton, Fla.), Hilton San Francisco, Hilton Los Cabos (Mexico), Omni San Francisco, Hyatt Regency Huntington Hotel & Spa (Calif.), the Hotel Monaco (San Francisco), The Ritz-Carlton (Dearborn, Mich.), Le Merigot JW Marriott Beach Hotel (Santa Monica, Calif.), Westin St. Francis (San Francisco), Doubletree Sonoma (Calif.), Hilton Short Hills (N.J.) and W hotels.

For more information about, go to or call (310) 966-2371. Meet Adam Isrow at booth 1026 at this year’s HITEC, June 21-24, at the Dallas Convention Center.

Adam Isrow
Executive Vice President
(310) 966-2371

Yasunari Tamashiro
Guest Services Manager
Hawaii Prince Hotel Waikiki and Golf Club
(808) 956-1111

Glenn Hasek, President
Hasek Communications
(216) 476-9663; cell: (216) 702-0334

Also See: 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’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’s Web-based Solution / September 2003

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.