Hotel Online  Special Report

Guest Service Reaches New Heights at San Francisco’s
Westin St. Francis Thanks to’s
Web-based Solution

SAN FRANCISCO—September 23, 2004—Starwood Hotels & Resort’s Westin St. Francis, a 1,195-room hotel that features Heavenly Beds™ and Heavenly Baths™, has elevated its concierge operations to that same lofty level with the implementation of GoConcierge, the lodging industry’s leading concierge operations solution. Web-based GoConcierge is produced by, Los Angeles.

"The Westin St. Francis team operates such a busy concierge desk and is so committed to providing personalized service that it was exciting to see them embrace a tool such as GoConcierge," says Adam Isrow, executive vice president of "It has enabled them to be more efficient and provide an even better experience for their guests."

Since November of last year, the Westin St. Francis’ concierge team has used GoConcierge to add efficiencies to its day-to-day operations. Before implementing the on-line system, tasks that needed to be done were handwritten on log sheets. Because there are multiple stations, there were multiple sets of sheets. That created problems when trying to track down a guest’s reservation and consolidate information at the end of the day.

"The system was primitive," says Raymond Huang, chef concierge at the hotel that celebrated its 100th anniversary earlier this year. "It was often a challenge to read somebody’s handwriting and was also a challenge to simply locate a guest’s name. It also was very easy to lose a log sheet and even easier to write on the wrong sheet."

Guest Task tracking process streamlined

GoConcierge transformed the guest task tracking process. Now, instead of writing reservations on log sheets, they are inputted into GoConcierge’s user-friendly Guest Task Calendar. The system enables the eight-member concierge staff to log, track and view tasks, guest requests and guest preferences. The color-coded task list highlights open, pending and closed tasks, as well as internal staff notes. 

Raymond Huang
"With GoConcierge, we no longer have to worry about paper or trying to read someone’s handwriting," says Huang, who is a member of the prestigious Les Clefs d’Or. "Everything is tracked chronologically. We are able to find a task much faster and can have multiple people looking at records at the same time. In the end, we have more time to spend on our guests."

Before implementing GoConcierge, uncompleted, open tasks were highlighted using a highlighter pen. Now, open tasks appear as pink in the Guest Task Calendar. Tasks completed are highlighted in green and 

pending tasks are in orange. A task highlighted in blue means that it has been canceled.

"The color coding helps a lot," Huang says. "It just takes one glance to get a sense of the work load."

Especially between shifts, the task tracking feature is critical. Instead of leaving handwritten notes regarding unfinished business for the next person, the concierge beginning the new shift just has to read the pending tasks in GoConcierge. If more details about a task are needed, a concierge can leave a memo within the system.

GoConcierge enables personalization

Concierges at the Westin St. Francis also use GoConcierge to generate customized maps, directions and itineraries for guests. These are either e-mailed or printed on paper with the hotel’s logo and contact information.

"The guest itinerary looks very professional," Huang says. "We even use it for just one reservation. In the old days, we had to write on a little card. The map technology is very sophisticated. One of our guests recently requested directions for two different locations. It took just a few seconds to generate a map and the guest was very impressed."

Huang says he and his staff use GoConcierge to produce open task reports at the end of each day. 

In addition to open task reports, vendor reports and guest history reports also can be generated. Guest history reports are important when guests wish to know what restaurants or other locations they visited during a previous stay.

Huang, who says the addition of GoConcierge has enabled his concierge team to do their jobs more quickly, professionally and efficiently, believes GoConcierge has had a positive impact on his staff’s ability to deliver first-class, superior customer service.

"I definitely would recommend GoConcierge to other properties," he says.

"It is encouraging to hear such positive feedback from such a well respected and impressive hotel and concierge team," Isrow adds. "We are quite proud of the relationship we have with them."

About the Westin St. Francis:

Facing Union Square, the Westin St. Francis is located in the heart of San Francisco. The historic hotel celebrated the 100th anniversary of its opening in March. The property has 1,195 guest rooms that feature Westin’s Heavenly Beds™ and Heavenly Baths™. For reservations at the Westin St. Francis, please call (415) 395-7000 or 800-WESTIN1.


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, go to call (310) 966-2371. 

Adam Isrow
Executive Vice President
(310) 966-2371

Raymond Huang
Chef Concierge
Westin St. Francis
(415) 774-0331

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

Also See: Sheraton San Diego Hotel and Marina Strengthens Service Promise, Improves Concierge Operations in 10 Important Ways With’s Web-based Solution / Aug 2004
Hawaii Prince Hotel Waikiki and Golf Club Energizes Aloha Attitude, Transforms Concierge Operations With’s Web-based Solution / June 2004 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

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