Hotel Online  Special Report

GoConcierge a ‘Hit’ at Boston’s Luxury
Boutique NINE ZERO hotel
Guest Service Team Abuzz About Efficiencies
Added by Web-based Solution

LOS ANGELES — October 12, 2005 — Guest service at Boston’s stylish, high-tech NINE ZERO hotel may not be as fast as a Curt Schilling fastball or a drive off of Manny Ramirez’s bat but it is close. Since installing Web-based GoConcierge almost a year ago, the luxury property’s guest service team has been buzzing about the speed at which they are able to assist guests. They use the online tool to track guest requests, packages and generate personalized itineraries, point-to-point directions and area attraction information.

“What GoConcierge does is enable NINE ZERO’s concierges, front desk staff, operator, managers and others to provide a luxury level of service in an efficient, paperless manner,” says Adam Isrow, executive vice president of, the Los Angeles-based maker of GoConcierge.

“We love it,” says Delphine Sheridan, a Les Clefs d’Or member and chef concierge at the luxury boutique hotel. “I tell every person I meet in the industry to look into it. It is an investment that pays off quickly. Travelers are very busy these days and expect fast service. Our service level and speed is definitely better because of GoConcierge.”

Sheridan says GoConcierge has enabled her team to centralize information that once was located in log books and Palm devices. 

“The system we originally had, which depended on multiple log books, was tedious,” Sheridan says. “Trying to retrieve information about a pending request was difficult. We had to try to remember what day a request was made. It was not centralized.”

Now, concierges and others at NINE ZERO use GoConcierge’s Web-based Guest Task Calendar to track guest reservations and other tasks. The calendar includes a color-coded task list that highlights open, pending and closed tasks.

“GoConcierge is more efficient and enables us to provide better service,” Sheridan adds. “Instead of leafing through log books to track down a guest request, we just type in the guest’s name—it’s that easy. Because tasks are color-coded on the GoConcierge screen, with a quick glance we know what needs to be done. Also, because GoConcierge is Web-based, anyone on our team with access to it can quickly answer a guest’s question about a reservation without having to track down another person.”

Package tracking process streamlined

Prior to GoConcierge’s implementation, the guest service team used bulletin boards to post forms for incoming and outgoing packages. It was tedious to leaf through the papers to identify the status of a package. Also, forms could be lost. Now, once packages reach the front office, they are logged into GoConcierge. The tracking number, guest’s name and shipping company name are all entered. The packages are then stored in a closet behind the desk. When the guest is notified about the package, that step is also logged in the system.

Concierges at the 190-guest room hotel also use GoConcierge’s customized location database to quickly generate restaurant and other area attraction information. With just a few clicks, point-to-point directions and maps can be printed.

“I also love the fact that you can customize an itinerary, print it and have it ready to give the guest at check-in, or e-mail it prior to arrival,” Sheridan says. “It looks professional with our hotel logo and the guests appreciate it.”

Sheridan says she likes the flexibility that GoConcierge offers. It gives her the ability to add notes highlighting the Boston area’s upcoming events. Hot buttons on the GoConcierge screen save time by linking to frequently visited sites. Guest service team members also use GoConcierge to leave notes for one another.

“Because we all use it, it improves our internal communication,” Sheridan says. “If I am off, I can check it from home to see how my next day of work looks. It is very user-friendly.”

Reports include valuable data

Using GoConcierge, NINE ZERO’s guest service team generates reports that note the number of reservations sent to The Spire, the hotel’s restaurant, or other restaurants. Reports also track the amount of business sent to the limousine company the hotel uses. 

“These reports provide valuable data we need to ensure we are providing our guests with the most favorable rates and service possible,” Sheridan says. 

The Les Clefs d’Or member and proponent of GoConcierge also uses the system to monitor the work progress of her concierge team.

“I can see when they logged in,” she says. “I can see how they log information—the tracking number for a package, for example. I can observe who enters a lot of details and who enters the minimum.”

Isrow says he is pleased that GoConcierge has had such a strong impact on NINE ZERO.

“It is a testament not only to the effectiveness of the technology but also to the willingness of the NINE ZERO team to find new ways to maximize efficiencies in order to enhance the overall level of service they are providing to guests.” 

About the NINE ZERO hotel:

Boston’s NINE ZERO hotel, a Destination Hotels & Resorts-managed property, features 190 guest rooms including five suites. Guest rooms feature luxury European linens, goose down comforter and pillows, 27-inch TVs and radio/CD stereo sound systems. Located in Boston’s Ladder District, Nine Zero features high-tech, high-speed and high-touch amenities combined with personalized service. The hotel features three multi-function meeting rooms that also serve as private dining rooms for up to 60 guests. The Spire restaurant was recently named one of “The Top 50 Hotel Restaurants” by Food and Wine magazine. Nine Zero also was recognized by Condé Nast Traveler Magazine as one of the “World’s Best Places to Stay” on the publication’s 2004 and 2005 Gold List. For more information, call (617) 772-5800, or visit


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, Canada, London, Asia and Australia. Customers include properties from major companies including Hilton, Hyatt, Fairmont, Mandarin Oriental, JW Marriott, Omni Hotels, Peninsula, Le Meridien, Ritz-Carlton, Rosewood, Raffles, St. Regis, Westin, W Hotels and Luxury Collection. For more information about, go to or call (818) 263-8993. 

Adam Isrow
Executive Vice President
(818) 263-8993

Delphine Sheridan, Chef Concierge
(617) 772-5801

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

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