System Improves Customer Service and Communication
For
Guest Services Staff; Caesars Tahoe Concierge
Desk Provides
Digital, One-Stop Adventure Booking for Sierra
Gateway Activities
Los Angeles, California � November 10, 2004 � Gold Key Solutions, a
leading California-based provider of guest service software, announced
today it successfully completed the 100th installation of The Concierge
Assistant guest services system at the Four-Diamond, 440-room Caesars Tahoe
Hotel and Casino in Lake Tahoe, Nevada. The Concierge Assistant is
a software application that improves guest service, staff communication
and productivity by enhancing the organization and accuracy of many concierge
processes through automating all guest service activities and reporting.
Caesars Tahoe joins many Marriott hotels, as well as The Greenbrier, The
New York Palace, the Hotel del Coronado and other fine properties using
The Concierge Assistant to maximize guest service.
�The
Concierge Assistant is a paradigm shift for rooms directors and concierge
managers; it takes them from a manual paper-driven mode of servicing guests
into the efficiencies of a digital way of life,� said Newton Gore, president
of Gold Key Solutions, who also noted, �Customers say the software makes
them look smart. Caesars Tahoe is the type of world class destination
that benefits from having its guests walk away from the concierge desk
with an accurate itinerary professionally presented with Caesars� logo
on it.�
Caesars Tahoe Director of Hotel Operations, Yale Spina, said, �Our more
affluent guests expect more personalized service in all areas of life;
since their leisure time is limited it becomes so much more valuable while
on vacation. We make the best use of their time and exceed their
expectations by providing them with activities and recreational opportunities
other hotels overlook. No other property in our area has created
an Adventure Concierge Desk, which we call the Lake Tahoe Gateway.
Using the best technology tools to schedule activities, reserve off-property
events and coordinate our guests� stay gives Caesars Tahoe a competitive
advantage.�
Mouse Click Saves Hours in Producing Reports; Automated Concierge
Desk Draws 40% of its Bookings from Off-Property Guests
�Before we automated our concierge desk we were shuffling stacks of
paper, copies of restaurant flyers, and post-it notes,� said Julie Kremer,
Caesars
Tahoe�s recreation manager. �Our new software clearly improves the
look of everything done at the concierge desk. It�s beautiful.
We have a more professional operation and can answer guests� questions
by clicking a mouse rather than thumbing through a binder of fliers that
may be out of date.� Kremer also noted that a similar mouse
click produces manager�s reports that previously took hours to create.
Caesars said that approximately 40 percent of the reservations it books
for local excursions and activities are for travelers not staying on property,
which helps drive future business by introducing potential new guests to
the hotel.
�Many
of our guests use the property as a base of operations to explore the Lake
Tahoe area,� said Kremer. �We call our concierge service the Lake
Tahoe Gateway; guests nick-named it the Adventure Desk. Our Concierge
Assistant software allows us to coordinate the sales of tickets and vouchers
for more than 20 local vendors and track revenue generated by each vendor
for commission verification.� In addition to booking outdoor recreational
activities the Gateway Desk handles dining reservations for the property�s
outlets, and also operates as a property box office and Ticketmaster ticketing
center. The software system makes it possible to track a large number
of off-property reservations and in-house activities, along with providing
guests with a printed itinerary with times, directions, and hours of operation
for each event during their stay. The system maintains a database
of the hotel�s suppliers� operating schedules, and suggests alternative
venues if a guest�s previous outfitter or restaurant has closed or sold
out.
The Caesars Tahoe Gateway Desk also supports the property�s group convention
sales team, and the hotel�s yacht, the Bow Wave, is a favorite setting
for informal corporate meetings. �We help coordinate activities for
the property�s business groups,� said Kremer. �Our management team
meets with group planners to suggest activities that suit the personality
of each organization, and we become a central touch point where group leaders
can pick up notes or change plans when necessary. By acting as a
one-stop base station for meeting planners scheduling recreational activities,
we strengthen Caesars Tahoe�s corporate group services. When a group�s
schedule is finalized we present them with an attractive, up-to-date itinerary
complete with our logo.�
�Caesars Tahoe chose Concierge Assistant mainly to optimize guest services
and communication among our staff,� said Yale Spina, director of hotel
operations for Caesars Tahoe. �It is also a strong management tool.
Our recreation department can track employee performance to ensure that
high service levels are maintained, and I can quickly access management
productivity reports. That�s part of how we maintain our Four-Diamond
status: using technology to make each guest�s stay a unique, individual
experience down to the smallest detail.�
About Gold Key Solutions
Gold Key Solutions� The Concierge Assistant improves guest service
and staff communication by creating orderliness and accuracy throughout
the entire Concierge process for hotels of all types. The Windows-based
software application increases staff efficiency and reduces expenses by
automating all guest services activities and reporting, allowing managers
to put in place a standard of excellence that may be continually refined.
The Concierge Assistant is used by over 100 full-service Marriott, Hyatt,
Westin, and other quaity Les Clef d�or properties. The Concierge
Assistant is also employed by many residential living properties and by
personal assistant and professional concierge companies to optimize services
to each client.
About Caesars Tahoe
Caesars Tahoe is a world-renowned hotel casino destination that stands
alone in mixing gaming excitement with the great outdoors. Located
on the south shore of Lake Tahoe at an elevation of 6,200 feet and surrounded
by the Sierra Nevada mountains, Caesars Tahoe offers recreational activities
ranging from Hummer tours to whitewater rafting and skiing. The Four-Diamond
resort invites guests to experience unparalleled comfort, luxury, and service
reminiscent of the Roman Empire while enjoying the beauty of the Sierra
Nevada Mountains and the shimmering reflections of Lake Tahoe.
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