Hotel Online  Special Report

By Land or By Sea, The Boston Harbor Hotel
is the Place To Be
It’s all about the service at Boston’s most luxurious hotel
October 31, 2006 -- Travelers touching down at Boston’s Logan International Airport can see it between the tall masts of boats and mega yachts on the waterfront.  Its dramatic 80-foot arched rotunda is a landmark both by land and by sea.  Whether you approach the Boston Harbor Hotel on Rowes Wharf from the water, as many visitors elect to do, or arrive by car to a grand entrance under its signature domed arch, you will likely agree it is one of the most beautiful city properties in the United States. 

The lobby, lined with marble arches and antique maps, is equally stunning and guest rooms are complete with marble bathrooms, custom-made desks and spectacular views of Boston’s historic harbor or magnificent city skyline.   As elegant as the Four-Diamond Boston Harbor Hotel is, guests value service as much as its matchless appearance.  “Most of our guests are well-traveled and expect the best wherever they stay; our job is to exceed their expectations gracefully,” said Chef Concierge Nathan Goff. “We track guests’ birthdays, family names, dining preferences and many other items to ensure more personalized service.  We computerized our concierge operation with The Concierge Assistant™ software so a history on previous requests is instantly available when a guest checks in.  The system is the most effective technology tool we use for guest service.”  Goff leads a team of four full-time concierges that care for a wide variety of noteworthy guests, including US Senators and governors during the last Democratic National Convention, when the Boston Harbor Hotel was host property.

Located just steps away from the financial district, the Conde Nast “Gold List” Boston Harbor Hotel is the premiere home away from home for business people visiting the city.  The property and its staff specialize in providing traveling executives and corporate groups with an elegant and well-served base of operations.  “We have a professional business center, the latest Internet connectivity and transportation available throughout the day to almost any destination in the city,” explained Goff.   “We frequently chauffer guests to their appointments in the hotel’s limousine and handle group dinner reservations for off-site parties.” 

The prestigious dining anchor securing the Boston Harbor Hotel’s notoriety is Meritage.  Meritage is a world-class restaurant rated ‘Boston’s Best Restaurant’ by Boston Phoenix magazine, and has been spotlighted in respected publications such as Bon Appetit and Gourmet.  James Beard Awarding-winning Chef Daniel Bruce accentuates his talents at the signature restaurant by pairing food and wine and has been recognized by Wine Spectator Magazine as the ‘Grand Award Winner.’  Meritage offers expansive harbor views with a sophisticated décor making it the ideal location for any event.

When guests are not dining at Meritage, the concierge staff is expert at suggesting area restaurants from a large database of leading eateries, which is continually updated to provide visitors with the best options for off-site meals.   “We keep information on our guests’ favorite restaurants and foods and log reservations and personal requests in The Concierge Assistant – networked throughout the property – so we always know where a guest is likely to dine,” Goff said.  Having the best restaurant choices instantly available is a valued service for out-of-town guests who often want a good suggestion on the spot.  The concierge desk fields so many requests for dining reservations and transportation that automating guest services on a strong system was essential to creating the most efficient operation.  “When business groups go out for dinner, they frequently head in different directions for French, Chinese or Thai.  We are able to link all their destinations together in their group manifest in The Concierge Assistant and track where each group guest has gone so we can coordinate all their transportation requests smoothly.” 

The Boston Harbor Hotel is not just a favorite of business travelers – it also attracts a large number of sports teams traveling to Boston to compete against the Celtics and other professional organizations.  “Service is what separates the Boston Harbor Hotel from other luxury properties,” said Goff.  “We host many VIP professional teams, making computerized information essential for tracking all the special requests constantly being phoned to our Concierge desk.  We quickly verify transportation schedules and destinations, arrival and departure times, and the amenities required by each team member because we link all group members in our Concierge Assistant system.”  Goff stated that the property’s guest service operation was once paper-based.  “Now everything is available on screen and in reports with a time-stamped electronic paper trail that verifies requests and documents the service provided to the guest.”

Personal service sometimes extends into surprising areas. Goff said, “Our guests come here from around the world, and many requests are personal in nature; we treat them all equally.  Recently we had a couple who were prevented by their personal beliefs from using any electric devices while they were on property.  We accompanied them to their room so they would not have to push the elevator buttons; and after escorting them to their suite we switched on the lights and other things they needed.  Going above and beyond what is expected to satisfy our guests is the kind of service the Boston Harbor Hotel is known for.” 

About Boston Harbor Hotel
The luxurious Boston Harbor Hotel is located at Rowes Wharf overlooking Boston's historic waterfront. With 230 guestrooms, this grand hotel is a member of Preferred Hotels and Resorts Worldwide and has been awarded "Best Hotel, General Excellence" by Boston Magazine, one of the "World's Best Places to Stay" and is on the Gold List by Condé Nast Traveler.` For more information visit 

About Gold Key Solutions
Gold Key Solutions’ The Concierge Assistant™ improves guest services 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 which allows managers to put in place a standard of excellence that may be continually refined. The Concierge Assistant is used by over 250 full-service Ritz-Carlton, Marriott, Hyatt, Starwood, St. Regis, Four Seasons, Le Meridien, Conrad, Fairmont and many other quality properties. The Concierge Assistant is also employed by many residential living properties and professional concierge companies to optimize services to clients.


Boston Harbor Hotel
Joseph A. Mellia
Director of Sales & Marketing
Phone: 617-439-7000

Gold Key Solutions
Newton Gore
Phone:  (818) 865-0006

Media Contact
Julie Squires
Softscribe Inc.
Phone: 404-256-5512

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