Hotel Online  Special Report

Pan Pacific Seattle’s Personalized Service Style Made Easy
with Help of GoConcierge
Web-based System Adds Efficiencies to Guest Service Operations

SEATTLE— February 6, 2007— At the all new Pan Pacific Seattle, where every employee is considered a personal steward, GoConcierge is making it easy for staff to deliver a five-star level of service. Web-based GoConcierge, the lodging industry’s leading guest service operations system, is produced by Los Angeles-based

“Our clientele is mostly business travelers,” says Joan Flake, chef concierge at the 160-room hotel, and a member of Les Clefs d’Or. “They expect immediate service. GoConcierge enables us to deliver that.”

Flake and her team understood the importance of embracing technology to add efficiencies to their operation and expressed that opinion to hotel management. Because of their commitment to provide highly personalized service, management agreed that an innovative solution was needed and chose to move forward with the industry leader, GoConcierge. 

“We are very excited that the Pan Pacific Seattle chose to move forward with GoConcierge,” says Adam Isrow, executive vice president of “After just two months, the hotel is already experiencing its benefits—improved operational efficiencies and a higher level of guest service.”

Task Tracking Process Simplified

With GoConcierge up and running, staff at the Pan Pacific Seattle now use GoConcierge’s online Guest Task Calendar to track guest requests such as restaurant reservations. With just a few clicks, requests can be entered and located. The calendar is color coded, which makes it easy to highlight open, pending and closed tasks.

“Guests are impressed when we are able to make a reservation so quickly,” Flake says. “With the color coding, you can identify what needs to be done immediately. You can see that a task has been done. Because GoConcierge is Web based, I can log in from home. I like to see a lot of green on the screen because that means tasks have been completed.”

Using GoConcierge, concierges can quickly print out or e-mail a personalized confirmation letter that includes the hotel’s logo, the guest’s itinerary, as well as point-to-point driving directions. Front desk associates also have been trained to use GoConcierge to generate maps and directions. 

“Guests love how the printouts look,” Flake says. “The directions include mileage and approximate travel time.”

The concierge team at the hotel uses GoConcierge’s customized location database to quickly generate restaurant and other area attraction information.

“It saves us from having to thumb through restaurant guides and phone books,” Flake says. 

Hot buttons on the GoConcierge screen link to frequently used websites such as limousine service. In addition to reservations and other tasks, concierges at the Pan Pacific Seattle use GoConcierge to track packages and lost and found items. The flow of amenities to VIP guests also is tracked.

“Amenity descriptions are built in to GoConcierge,” Flake says. “That makes my life easier. We are able to monitor the amenities going to each department.”

Resident Requests Logged in GoConcierge

The Pan Pacific Seattle is part of the city’s 2200 development that includes retail, restaurants, full-service spa and condominium tower. In addition to being used in the hotel for guest requests, GoConcierge is used at a station in the condo tower. Because GoConcierge enables users to build guest profiles of guests, Flake says her team tries to enter condo resident information such as amenity preferences or even names of pets.

“If you can remember the name of a Chihuahua, guests are impressed,” she says.

In addition to front desk associates and concierge staff, Service One agents (PBX operators) also have access to GoConcierge. They use the system when guests have requests for taxi service. With so many personal stewards having access to the Web-based system, it ensures a consistent level of guest service and also cuts down on the volume of phone calls from department to department. That gives staff more time to spend on guests.

Flake says her colleagues quickly learned how to use GoConcierge.

“It is very easy to learn,” she says. “They immediately picked it up during the on-site training provided by Vickie Goto, GoConcierge training manager. Without a moment’s hesitation, I would recommend it.”

“The Pan Pacific Seattle’s success with GoConcierge is a testament to the product itself, the willingness of the hotel’s staff to maximize its capabilities, and the hotel’s overall commitment to providing its guests with a highly personalized experience,” Isrow says. 

About the Pan Pacific Seattle:

The luxurious Pan Pacific Seattle features 160 guestrooms and suites and is located in the heart of Seattle’s Gateway District, just four blocks from downtown. It features a warm and modern lobby and lobby lounge that offers cocktails and light snacks, a full service fitness center, 5,400 square feet of meeting space, and 24-hour in-room dining. Pan Pacific Seattle is the only hotel in Seattle to offer the services of personal stewards for every guest. Stewards assist with check-in, restaurant reservations, trip planning and more. Go to or call (206) 264-8111 for more information.


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

Cheryl Engstrom
Engstrom Public Relations
(425) 487-0682

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

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