Hotel Online  Special Report

. Announces Asia Expansion; Six
Leading Hotels Install Company’s Industry
Leading, Web-based Concierge Solution

LOS ANGELES — April 4, 2005 —, maker of GoConcierge, the lodging industry’s leading concierge operations solution, announces the installation of its Web-based system in six leading hotels throughout Asia. The installations include Mandarin Oriental Hotel Group properties in Hong Kong, Kuala Lumpur, Macau, Singapore and Bangkok.

“With installations throughout the United States, in Mexico, Canada, Europe and now Asia, has truly become a global company,” says Adam Isrow, executive vice president of “It is exciting to see some of the world’s leading hotels—including those owned and operated by the prestigious Mandarin Oriental Hotel Group—recognize the value of GoConcierge.”

Specifically, the six Mandarin Oriental Hotel Group properties that are now using GoConcierge include: The Excelsior, Hong Kong; Mandarin Oriental, Hong Kong; Mandarin Oriental, Kuala Lumpur; Mandarin Oriental, Macau; The Oriental, Singapore; and The Oriental, Bangkok. In the United States, GoConcierge also is used by concierges in Mandarin Oriental hotels in New York, Miami, San Francisco and Washington, D.C. 

“By implementing GoConcierge in so many of its properties, the Mandarin Oriental Hotel Group is ensuring that service levels and guest experience are consistent at concierge stations from one hotel to the next,” Isrow says. “The company’s adoption of GoConcierge is evidence that it is committed to providing its teams with the most innovative tools available.”

Efficiencies added to operations

Mandarin Oriental
Kuala Lumpur
GoConcierge adds efficiencies to concierges’ day-to-day operations by eliminating the need for logbooks, binders and Post-it notes. GoConcierge is Web-based and includes an online Guest Task Calendar, customized location database and guest itinerary feature. The system enables concierges to track guest preferences, quickly generate personalized letters, travel maps and directions, and valuable reports.

“GoConcierge has added tremendous value to our daily concierge operations,” says Anja Luthje, Corporate Director of Rooms, Mandarin Oriental Hotel Group. “The application is flexible, has fabulous features and functionality, and is very easy to implement.”

The Guest Task Calendar includes a color-coded task list that highlights open, pending and closed tasks. The system does not allow any task to fall through the cracks. The calendar makes it easy for concierges to quickly retrieve guest history information and also communicate with one another. In addition to the concierge department and guest services departments, GoConcierge can also be utilized by other departments including shipping and receiving, administrative-executive offices, sales and catering and room service with various levels of access granted. With such access, the number of internal calls flowing to the concierge desk is minimized. This gives concierges more time to focus on guests. 

“By moving away from the traditional logbook and paper lists, we have found that cycle process steps have decreased, allowing our concierge colleagues to be even more efficient and spend more time with our guests,” Luthje says. “The GoConcierge application supports us in our aim to truly delight and surprise our guests.”

Customized location database saves time

Concierges not using a system like GoConcierge typically will have to call for information, shuffle through phone books, business cards or use other manual processes when guests need details about an area attraction, service or

Mandarin Oriental
Hong Kong
restaurant. GoConcierge’s customized location database streamlines that process by providing fast online access to the information. 

“Hot buttons on the GoConcierge screen link to sites that are used most often,” Isrow says. “Locations can be searched by category, subcategory, keyword and address.”
Concierges also use GoConcierge to generate personalized confirmation letters, itineraries, point-to-point driving directions and maps. Each includes the hotel’s logo and can be printed or e-mailed out of GoConcierge.

“Guests are impressed by the personalization and professionalism of the presentation,” Isrow says. “At the same time, concierges enjoy a higher level of efficiency.” 

Reports generated out of GoConcierge enable the team to know what restaurants or other businesses guests are sent to most often. That information can be used during negotiations with vendors. Reports also can be produced that summarize guest preferences or specific tasks. 

“Ultimately, GoConcierge makes it easy for concierges to satisfy guests,” Isrow says. “The more impressed a guest is by the level of service provided, the greater the likelihood the guest will return.”

Including the company’s recent expansion into Asia, GoConcierge has now been adopted by more than 200 clients around the world.

“For the second year in a row we have doubled the number of clients that we have,” Isrow says. “We are excited that so many hoteliers are recognizing the power of GoConcierge.”

About the Mandarin Oriental Hotel Group:

Mandarin Oriental Hotel Group is an international hotel investment and management group operating 26 deluxe and first-class hotels and resorts worldwide. These include five under development in Hong Kong, Mexico, Tokyo, Prague and Boston. The Group now operates, or has under development, close to 8,000 rooms in 13 countries with 12 hotels in Asia, nine in The Americas and five in Europe. Mandarin Oriental’s aim is to be recognized as one of the top global luxury hotel groups, providing exceptional customer satisfaction in each of its hotels. This will be achieved through a strategy of investing in facilities and people, while maximizing profitability and long-term shareholder value. The Group regularly receives recognition and awards for outstanding service and quality management. The growth strategy of the Group is to progress towards operating 10,000 rooms in the major business centers and key leisure destinations around the world. For more information, 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, Mexico and in London and Montreal. 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

Glenn Hasek, President
Hasek Communications
(440) 243-2055; cell: (216) 702-0334

Also See: Using Web-based GoConcierge, The Ritz-Carlton, Huntington Hotel & Spa Adds Efficiencies to Concierge Operations, Improves Guest Satisfaction / March 2005
Bacara Resort & Spa Improves Concierge Operations and Guest Satisfaction as Multiple Departments Benefit from’s Web-based Solution / February 2005
Guests Get Royal Treatment at the Don CeSar Beach Resort, a Loews Hotel; Concierge Operations Shine with Help from’s Web-based Solution / December 2004
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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