Hotel Online  Special Report

Concierge Service Peaks at St. Regis Resort,
Aspen with Help of GoConcierge
Web-based Solution Adds Efficiencies to Property’s Operations

ASPEN, COLO. — January 31, 2006 — Guests visiting the St. Regis Resort, Aspen, a 179-room resort located high in the majestic Colorado Rockies, are receiving an unmatched level of personalized service with the help of GoConcierge, the lodging industry’s leading concierge operations solution. Web-based GoConcierge, which was first implemented at the resort and the nearby St. Regis Residence Club last summer, is produced by Los Angeles-based

“GoConcierge has definitely had a positive impact and made us more efficient,” says Stephanie Borgo, chef concierge at the prestigious property, named one of the top 30 resorts in North America by Condé Nast Traveler last year. 

“Stephanie and her team have done an amazing job of eliminating the various manual processes and streamlining the operation,” says Adam Isrow, executive vice president of 

Prior to implementation of GoConcierge, concierges working at the resort’s lobby, Alpine Floor and St. Regis Residence Club desks inputted guest request information into spreadsheets that resided in a public folder on the resort’s computer network. Concierges often had to click through pages of information to find something. Communication from shift to shift also was done using a section of the spreadsheet. 

Now, with GoConcierge in place, concierges at the resort all have a single online view of staff notes. They use GoConcierge’s Guest Task Calendar to track guest reservations and much more. The calendar includes a task list that highlights open, pending and closed tasks. The color-coded system ensures that no task falls through the cracks.

“A reservation is just a click away,” says Borgo, a member of Les Clefs d’Or. “It is much easier than clicking through pages. The color coding is great. At a glance, we can see the status of a request. We can also log requests as far as a year out.”

Borgo says GoConcierge has streamlined communication between the three concierge stations and other hotel departments. Bellmen, St. Regis Services and the transportation department all have access to GoConcierge. 

“It has eliminated a lot of the call volume so that we can spend more time with our guests,” Borgo says. “It saves us all from having to transfer guest calls from one department to another.”

In addition to the Guest Task Calendar, concierges at the resort consistently 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. Hot buttons on the GoConcierge screen link to the websites used most. Not surprising because of the resort’s location, one button links to a company that offers dog sledding.

Itineraries Just a Few Clicks Away

Through GoConcierge, concierges can also create customized itineraries for guests. The itineraries, which are either printed or e-mailed, include times and locations. Borgo says that prior to GoConcierge, her staff had to manually type itineraries. Now, however, it takes just a few clicks and a few seconds to generate one.

“Guests expect efficient service,” she says. “GoConcierge enables us to provide that.”

Because many restaurants in Aspen do not open until 4 p.m., Borgo says her staff has to make a lot of reservation calls around that time. Reports generated out of GoConcierge are used to make those calls. Reports also are used to track the amount of business sent to Aspen area vendors and to monitor staff productivity. 

“I can easily check who logged something,” Borgo says. “It holds the concierge accountable for what they are doing. It gives me a better idea where training is needed.”

Almost 30 people at St. Regis Resort, Aspen now have access to GoConcierge. Borgo says resort personnel plan to use the system to track packages, faxes, and may use it to track amenities and ski equipment as well. 

“I most definitely would recommend GoConcierge,” she says. “It has made our jobs much easier.”

“The St. Regis Resort, Aspen is a fantastic example of a resort that has embraced technology to ultimately enhance the guest experience,” says’s Isrow, who recently spoke at the Union Internationale des Concierges d’Hotels International Les Clefs d’Or Congress in Washington, D.C. “We are proud to know that GoConcierge has enabled the concierge team and others at the property to achieve such high levels of efficiency and service. Ultimately, it is their guests who benefit.”

About St. Regis Resort, Aspen:

St. Regis Resort, Aspen, a Starwood Hotels & Resorts Worldwide property, is located in the historic town of Aspen, Colo. The 179-room resort and 24 residences that are part of St. Regis Residence Club include a heated outdoor pool, all new Remède Spa, Olives Aspen restaurant and 20,000 square feet of function space. The property is located at the base of Aspen Mountain and is just steps from Aspen’s shops and restaurants. St. Regis Resort, Aspen was named one of the top five mountain resorts and top 30 resorts in North America by Condé Nast Traveler, one of the top 25 resorts in North America by the 2005 Zagat Survey, and one of the top 50 hotels in the world by Travel & Leisure magazine. For more information, call (888) 454-9005, or 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, 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

Stephanie Borgo, Chef Concierge
St. Regis Resort, Aspen
(970) 429-9008

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

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