Les Clefs d'Or member Uses
‘The Concierge Assistant’ to Provide
Guests with Information on over
900 Restaurants
and Services in London
London,
England – January 11, 2005 – The prestigious Landmark London hotel near
Regent’s Park, awarded Best Hotel in London twice in the last three years,
has invested in a new guest service software system to automate their already
superb concierge experience. The property’s professional concierge
staff uses the new system, named The Concierge Assistanttm
from Gold Key Solutions, to track guest preferences, make dining, spa,
and other reservations, and refine guest service.
The Landmark London’s chief concierge, Robert Watson, Les Clefs d'Or
member and International VP of Les Clefs d'Or International, who has performed
as a concierge for 29 years, said, “This new system will revolutionize
the way concierges operate. From the guest perspective it creates
a more professional and efficient service experience. Visitors are
no longer given a handwritten note to verify engagements, but presented
a proper printed confirmation and map. Handwriting is often questioned
by guests of different nationalities; now all our directions are uniform.”
Guest preferences are logged in the new system and remembered from visit
to visit so regular guests can expect table bookings and other services
to be arranged in advance of their arrival at the hotel without making
the request each time they visit, strengthening guest recognition standards.
Where the hotel’s concierges have traditionally relied on a bookshelf
of guidebooks, copied flyers and their own knowledge, The Concierge Assistant
system was configured by Gold Key Solutions specifically for The Landmark
to provide current information on over 900 restaurants and other services
in London. To ensure the highest standard of guest service at the
hotel, all concierge staff members access a data trail of assistance for
each guest to ensure proper service is provided. “The system is an
excellent tool for a head concierge because he can see what staff are doing,
and easily spot the best performers who are working harder and making the
most reservations for our guests,” said Robert Watson, The Landmark London’s
chief concierge. “The system shows staff performance side by side,
and this helps me spot the need for additional training. I first saw The
Concierge Assistant in operation in a 3,500-room hotel in Las Vegas and
immediately planned introducing it to The Landmark London.”
About Landmark London Hotel
With a five-star rating and perfect location in the heart of fashionable
Marylebone, The Landmark London, awarded Best Hotel in London 2003, ranks
amongst the finest of the UK’s leading luxury hotels. As the glorious modern
reincarnation of the Great Central Hotel, The Landmark has its own distinctive
style and ambience, combining classic British elegance with a touch of
the contemporary. Spacious guest rooms, impeccable service and superb location
make it a top destination.
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 hotels including
Marriott, Hyatt, Westin, and many other quality properties. The Concierge
Assistant is also employed by many residential living properties and by
personal-assistant and professional concierge companies to optimize services
to their clients.
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