Hotel Online  Special Report

GoConcierge Enhances Customer
Service at Omni Hotels
Hotelier Selects Web-based Guest Services
Solution to Add Efficiencies at 14 Properties

LOS ANGELES ó June 29, 2005 ó Omni Hotels, known for providing luxury accommodations that are surprisingly sensible, is eliminating manual log sheets throughout multiple departments at 14 of its properties and replacing them with GoConciergeís automated Web-based solution.

GoConcierge, produced by Los Angeles-based, is the lodging industryís leading concierge operations and guest services system and already has been successfully 

Omni San Diego Hotel
implemented in Omni hotels in San Francisco, San Diego and Orlando, Fla.

Jeff Smith, Omni Hotelsí vice president of operations, says Omni used four criteria when shopping for a guest services system like GoConcierge: that it be Web-enabled, provide the functionality to move from manual processes to automated ones, have a considerable impact on guest satisfaction, and fit within the companyís IT infrastructure.

"We looked at other applications, but GoConcierge earned our trust because it is Web-based and highly customizable to the specific needs at each of our properties," Smith says. "At our three hotels that already use the product, GoConcierge strongly enhances guest satisfaction. It is a solution that helps us deliver individualized guest serviceóa hallmark of Omni Hotels."

"We are excited that Omni has chosen to expand its relationship with our company," says Adam Isrow, Executive Vice President of "The fact that the application already has been successful at three of its properties demonstrates the power of GoConcierge." 

GoConcierge streamlines communication processes

At the 14 hotels and resorts, GoConcierge will be used by concierges, front office, sales associates and purchasing/receiving department personnel. Associates at the companyís reservation office in Omaha, Neb., also will use the system. There, associates will use GoConcierge to e-mail directions to guests during the reservation process. 

"That, in itself, speaks volumes about the type of guest service GoConcierge will enable us to provide," Smith says.

Concierges who previously used manual log books to track reservations and other tasks will use GoConciergeís online Guest Task Calendar. It includes a color-coded task list that highlights open, pending and closed tasks, as well as internal staff notes. The GoConcierge screen also includes hot buttons that link directly to frequently visited websites, important forms and documents.

Through a GoConcierge interface, Omni Hotels concierges will have direct access to Open Table, the real-time online restaurant reservation network. also worked with Super Shuttle to create a real-time interface that allows concierges to make shuttle reservations and get an immediate confirmation number without having to pick up the phone. The purpose of these interfaces is to enable the concierge to spend more time and attention on the guest by eliminating the need to pick up the phone and make a call.

At the Omni San Francisco Hotel, the Super Shuttle interface has reduced the booking time per reservation by four to five minutes per call, resulting in a dramatic savings of time considering the hotel handles more than 200 bookings a month.

Concierges at Omniís hotels will be able to quickly generate personalized itineraries, confirmation letters and directions straight from GoConcierge on hotel letterhead which can be sent by e-mail to guests. GoConciergeís robust location database will provide associates with the information they need on any area restaurant or attraction. That information will be updated by

"Our current location database is labor-intensive and requires someone to manually update the information in our property management system," Smith says. "GoConcierge will eliminate that work for us." 

Omni Hotels also will use GoConcierge to track packages, faxes and amenities. Having that information online will eliminate time spent calling from one department to another. With an amenity, for example, a sales associate will complete a form within GoConcierge. The room service department within the hotel will see that message, deliver the amenity and then close it within the system.

"It will enable the sales department to immediately see the status of an amenity that has been requested," Isrow says. "GoConcierge also will enable them to easily quantify the number and types of amenities that have been requested." 

"In our purchasing department, associates will utilize GoConcierge to log packages received," Smith says. "Concierges, front desk and sales associates will know exactly where the packages are through GoConcierge. This will eliminate the need to pick up the phone to inquire about packages. Once they are delivered to a guest, the status will be changed within the system. With our current process, the information can get outdated quickly. With GoConcierge, however, we will have a real-time online log sheet showing what we receive."

Smith says being able to generate reports out of GoConcierge also is of great value to Omni. Reports show how much business is being sent to a particular vendor.

Guest satisfaction levels on the rise

"We are pleased that Omni Hotels is pushing the boundaries of GoConcierge and using it in multiple departments throughout their hotels," Isrow says. "We are also proud to know that our system is enabling them to achieve the highest levels of guest satisfaction."

Omni hotels and resorts that will be installing GoConcierge include: Omni Parker House, Boston; Omni Berkshire Place, New York; Omni Interlocken Resort, Denver; Omni Shoreham Hotel, Washington, D.C.; Omni Chicago Hotel; Omni Houston Hotel at Westside; Omni Houston Hotel; Omni William Penn Hotel, Pittsburgh; Omni Hotel at CNN Center, Atlanta; Omni Dallas Hotel at Park West; Omni Mandalay Hotel at Las Colinas, Dallas; Omni Royal Orleans, New Orleans; Omni Tucson National Golf Resort & Spa, Tucson, Ariz.; and the Omni Los Angeles Hotel at California Plaza.

About Omni Hotels:

Omni Hotels, based near Dallas in Irving, Texas, offers sensible luxury accommodations at 40 hotels and resorts located throughout the United States, Canada and Mexico. Each property in the Omni Hotels portfolio provides guests with exceptional personalized service and exquisite décor, creating a distinctive experience at each location. Omni Hotels offers unsurpassed meeting facilities with a wide range of guest services and amenities including free Wi-Fi and high-speed Internet connectivity, gourmet dining and unique fitness options from in-room workouts to state-of-the-art fitness facilities. Omni Hotels also offers airline miles and additional services with its Select Guest loyalty program and the award-winning Omni Kids program. Through an aggressive expansion strategy, Omni Hotels is steadily entering new markets across North America. Guests can locate hotels and book accommodations by visiting or by calling 1-800-THE-OMNI.


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 Hotels, 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 call (310) 966-2371. 

Adam Isrow
Executive Vice President
(310) 966-2371

Christine Connelly
Director of Corporate Communications
(972) 871-5656

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

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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 GoConcierge.netís Web-based Solution / February 2005
Guests Get Royal Treatment at the Don CeSar Beach Resort, a Loews Hotel; Concierge Operations Shine with Help from GoConcierge.netís Web-based Solution / December 2004
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Sheraton San Diego Hotel and Marina Strengthens Service Promise, Improves Concierge Operations in 10 Important Ways With GoConcierge.netís Web-based Solution / Aug 2004
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