| SAN DIEGO � August 3, 2004�The Sheraton
San Diego Hotel and Marina, one of Starwood Hotels & Resorts� top performing
Sheraton properties in terms of guest satisfaction and profitability, has
significantly improved its ability to deliver on its Service Promise with
the help of GoConcierge, the lodging industry�s leading concierge operations
solution. Web-based GoConcierge is produced by GoConcierge.net, Los Angeles.
 �It
is gratifying to hear about the Sheraton San Diego�s success and how GoConcierge
has made a positive impact,� says Adam Isrow, executive vice president
of GoConcierge.net. �It is particularly impressive to see how well the
team works together and how various departments are willing and able to
step in to assist the guests whenever called upon.�
Since implementing GoConcierge.net�s task-tracking
and database solution a year ago, concierges at the 1,044-room property
have improved operations in 10 important ways. Each improvement has helped
strengthen the hotel�s Service Promise program that guarantees guests a
great stay. As part of Sheraton Service Promise, guests who report a problem
during a stay are offered instant discounts, reward points or money back.
�If something is not right, we make it right,� says
Robert Cartwright, hotel manager at the Sheraton San Diego Hotel and Marina.
�Thanks in part to GoConcierge, we don�t have as many guest complaints
as we have experienced in the past.�
Top 10 Ways
Sheraton San Diego Improved Operations
Fast, personalized and efficient concierge service
are imperative at the high-volume hotel that experiences 75 percent group
business. The two-tower property has one concierge desk. Four concierges
are employed full time and three others are on call. Since implementing
GoConcierge, the concierge team has become more efficient in the following
ways:
| 1. Guest compensation costs
reduced�Prior to implementing GoConcierge, the concierge team
often was unable to find information for a guest. That often resulted in
the guest being compensated and ultimately an added expense to the hotel.
�It was a paper trail system,� Cartwright says. �We
did not have a way to quickly access reservation information. There was
an immediate dissatisfaction and we would have to invoke our Service Promise
guarantee. The customer of today expects a perfect, seamless experience.
GoConcierge helps us deliver that in our concierge operation.�
2. Task tracking streamlined,
clutter eliminated�Prior to GoConcierge, each concierge on duty
at the San Diego Hotel and Marina recorded tasks and guest requests on
paper. Those requests then had to be consolidated into one logbook. The
system was labor-intensive.
�It was so old-fashioned,� says Ewa Skoog, chef concierge
at the hotel. �There were times when every concierge wanted to access the
logbook. Also, there was constant clutter at the concierge desk.�
Now, with GoConcierge�s Web-based Guest Task Calendar,
all task and request recording is handled through the system, allowing
the entire team to access the information at all times.
�It has made my job so much easier,� says Skoog,
who also is director of public relations for the San Diego Concierge Assn.
�We used to have our calendar all on paper.�
3. Accessibility to task
data improved�Data inputted into GoConcierge can be quickly
accessed later. The task calendar is color coded and tasks can be searched
for in a number of ways including by room number, guest name or type of
task. Internal correspondence such as reminder notes also can be flagged.
�Everything we need is right in front of us,� Skoog
says. �We have a lot more time to spend with our guests.�
4. Communications universalized�Because
guest activity information is consolidated on-line, other personnel within
the hotel have access to the system. That is critical if a guest wants
to check on a car or other type of reservation when a concierge is not
available. Service Promise Desk employees, front desk staff and bellmen
all have access to GoConcierge.
�Because multiple people and departments can view
the information, the guest ultimately wins because they get the information
they are looking for immediately,� Isrow says.
5. Confirmation letters,
itineraries, directions, maps personalized�Concierges at the
San Diego Hotel and Marina use GoConcierge to print personalized reservation
confirmation letters, itineraries, driving directions and maps. Each printout
is branded with the hotel�s logo. Correspondence also can be e-mailed to
guests out of GoConcierge.
�Guests are impressed by how quickly we can generate
confirmation letters and directions,� Skoog says.
6. Area attraction search
process streamlined�GoConcierge�s robust database and contact
list eliminates the need for calling information and using a rolodex and
phonebook. All location information is searchable and available on-line.
It is easy to add new locations. The information can be printed or e-mailed
to a guest.
�If a location is not in GoConcierge, we can add
it ourselves or request that it be added by GoConcierge.net,� Skoog says.
�They respond quickly to all of our requests.�
7. Time-saving short cuts
identified�To improve response time to guest requests, GoConcierge.net
added hot buttons to the San Diego Hotel and Marina�s Task Calendar. These
buttons link to the most frequently requested locations and websites that
are frequently used.
�We have buttons for a movie directory, flight tracker,
car rental agency and florist,� Skoog says. �We also have a button for
the Zagat Guide. We can quickly access information on any restaurant in
the world.�
8. Concierge training process
simplified�Because GoConcierge is user-friendly, concierges
at the San Diego Hotel and Marina have been able to learn the system quickly.
�I was skeptical at first but it was a breeze,� Skoog
says. �We recently hired two new concierges and it took them little time
to learn GoConcierge. They understand why it is so important to log everything
and find it quickly.�
�The technology is not difficult,� Cartwright adds.
�Our staff is more productive because they have the technology. That�s
huge when trying to achieve a goal of delivering first-class service on
a consistent basis.�
9. Vendor business quantified�Custom
reports can be run using all the data from GoConcierge�s Task Calendar.
�We use the system to generate reports that summarize
all of the reservations we book with outside vendors,� Skoog says. �It
helps improve our relationships with them.�
10. Technology support provided�If
someone at the San Diego Hotel & Marina is in need of assistance with
GoConcierge, technology support is available immediately.
�Because the system is Web-based, GoConcierge.net
can provide real-time support,� Skoog says. �The support is incredible
from them.�
�Their response time is immediate,� Cartwright adds.
�They are proactive in ensuring our satisfaction and helping us use the
system as it is intended to be used.� |
Cartwright, who presides over operations at the San
Diego property that was one of three Starwood hotels nominated for �Hotel
of the Year� in 2003, says the hotel also was the top performing Sheraton
convention property in terms of guest satisfaction last year.
�GoConcierge helped us get to that point,� he says.
�I would recommend GoConcierge.net unconditionally to other Starwood properties.�
�Robert has been instrumental in the success of GoConcierge
at this property,� Isrow says. �He recognized the potential of GoConcierge
right away and was quick to encourage his team to embrace the system and
make it a �way of life.��
About the Sheraton San Diego Hotel and Marina:
Nestled at the water�s edge on spectacular San Diego
Bay, the Sheraton San Diego Hotel and Marina offers panoramic views of
the bay and the downtown city skyline. Spread across two towers, the hotel�s
1,044 guest rooms and suites are filled with fine comforts and conveniences.
The East Tower features 699 guest rooms, four restaurants and lounges including
Tapatini�s with an exclusive tapas menu and signature martinis. The West
Tower is located 300 yards away and features 345 guest rooms, an outdoor
pool, Jacuzzi and Alfiere�s, an award-winning restaurant that features
Mediterranean fresh market cuisine. All guest rooms feature the new Sheraton
Sweet Sleeper(SM) Bed and Starwood Turbo Net High Speed Internet Access.
For more information about the Sheraton San Diego
Hotel and Marina, go to www.sheraton.com/sandiegomarina
or call (619) 291-2900.
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 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 Sacramento (Calif.), 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 GoConcierge.net, go to
www.goconcierge.net/home
or call (310) 966-2371. |