Hotel Online  Special Report

Guests Get Royal Treatment at the Don CeSar 
Beach Resort, a Loews Hotel; 
Concierge Operations Shine with Help from’s Web-based Solution

LOS ANGELES — December 22, 2004 — The Don CeSar Beach Resort, a Loews Hotel with a design reminiscent of a Mediterranean castle, is treating its guests like royalty with the help of GoConcierge, the lodging industry’s leading concierge operations solution. Web-based GoConcierge is produced by, Los Angeles.

“GoConcierge is a perfect fit for the four-diamond Don CeSar Beach Resort because it operates such a busy concierge desk and services such a sophisticated clientele,” says Adam Isrow, executive vice president of “It has enabled them to be more efficient and provide an even better experience for their demanding guests.”

The concierge team at the historic resort that once hosted such guests as Lou Gehrig and Al Capone has used GoConcierge to transform its operations from one dependent on paper to one that is Web-based. Frederic Luvisutto, hotel manager, says the Web-based task tracking system has allowed the concierge team to be more efficient.

“Since implementing’s user-friendly system several months ago, we have been able to service our guests faster and with more personalization,” Luvisutto says. “It allows our concierges to spend more time focusing on the needs of our guests.”

Three concierges and one guest host use GoConcierge’s online Guest Task Calendar to organize guest tasks and communicate with one another. The Guest Task Calendar includes a color-coded task list that highlights open, pending and closed tasks, as well as internal staff notes. The system does not allow any task to fall through the cracks. 

“Everyone in the entire front office area has access to it,” says Lisa Dowling, a concierge at the resort. “It’s great because we can keep track of everything we have booked. Also, because the system is Web-based, I can access it from home if I need to.”

Luvisutto says his sales and convention staff also have access to GoConcierge in order to give guests information they need quickly about a reservation or other type of request.

“Thanks to GoConcierge, our attention to guests is flawless,” Luvisutto says.

Hot buttons reduce research time

The GoConcierge screen provides hot buttons that link directly to movie, weather, flight, event tickets and other frequently requested information. This makes it easy for concierges to make reservations or provide activity suggestions for a guest.

“The less time doing research, the more time spent on guests and interacting with them,” Luvisutto says.

Because GoConcierge stores guest history information, staff can inform repeat visitors where they dined or visited during a previous stay. 

Concierges using GoConcierge’s customized location database can track any desired contact and add or modify a location—a restaurant, for example. Locations can be searched by category, subcategory, keyword and address. GoConcierge also can be used to generate personalized confirmation letters, itineraries, driving directions and maps. This information can be printed or e-mailed out of GoConcierge. Luvisutto says the Don CeSar Beach Resort’s guest host frequently e-mails personalized correspondence to guests before they arrive. 

“The database is robust and we can research locations very easily,” Luvisutto says. “Guests are impressed at the speed we are able to print personalized, professional looking information.”

Dowling says guests have written letters to the resort after they have stayed at the property to compliment the concierge team on the professionalism of the letters generated using GoConcierge.

The reports that the front desk manager generates from the system help him identify what vendors guests use most and what attractions guests most like to visit. 
Luvisutto says his staff will wait until it has a year’s worth of data before using it to help craft the resort’s marketing strategy.

System receives strong recommendation

Luvisutto, who used GoConcierge in his previous job at another Florida property, strongly recommended it to management at Loews Hotels when he first joined the Don CeSar Beach Resort. 

“It is one of the finest systems I have used,” he says. “The support that provides is by far the best that I have experienced.”

“We are thrilled that the Don CeSar Beach Resort has embraced GoConcierge so strongly,” Isrow says. “We also are proud to be working with a hotel that is so committed to providing its guests with a great value, warm friendly service and ultimately a great experience.”

About the Don CeSar Beach Resort, A Loews Hotel:

Known as Florida’s legendary Pink Palace since 1928, the Don Cesar Beach Resort, a Loews Hotel, is revered internationally for its sprawling, sugar-white beach, rejuvenating Beach Club & Spa, fabulous fishing, children’s program, nearby tennis and golf and award winning meeting facilities. The resort offers two unique restaurants: The Maritana Grille and Sea Porch Café. Each offers scenic Gulf and sunset views. Listed on the National Register of Historic Places, the St. Pete Beach resort’s architecture reflects a Mediterranean castle accented by Moorish bell towers and imperial turrets. For more information about the resort, call (866) 728-2206 or go to


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 or call (310) 966-2371.

Adam Isrow
Executive Vice President
(310) 966-2371

Frederic Luvisutto, Hotel Manager
Don CeSar Beach Resort, A Loews Hotel
(727) 363-5047

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

Also See: Guest Service Reaches New Heights at San Francisco’s Westin St. Francis Thanks to’s Web-based Solution / September 2004
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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