Hotel Online  Special Report

The Five-Star Landmark London Applies Automated
Concierge Technology to Put Polish on Personal Service


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.


Sally Beck, Director of Sales and Marketing
The Landmark London
222 Marylebone Road
London NW1 6JQ
United Kingdom
Phone:  +44 (0) 20 7631 8000

Gold Key Solutions
Mr. Newton Gore
28720 Roadside Drive, Suite 276
Agoura Hills, CA 91301
Phone:  (818) 865-0006

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