Hotel Online  Special Report

San Francisco Marriott Adds Efficiencies to Busy
Concierge Operations with GoConcierge

System Has Immediate, Positive Impact on Guest Experience   

SAN FRANCISCO — September 9, 2008 — At the high-traffic San Francisco Marriott, located just one block from the busy Moscone Convention Center, it takes a team of 14 concierges to keep up with the demands of the thousands of guests who pass through the 1,498-room property each day. Thanks to Web-based GoConcierge, however, managing daily tasks is a snap. GoConcierge, which is produced by Los Angeles-based, is the lodging industry’s leading guest service operations system.

GoConcierge’s Guest Task Calendar, area business database, mapping, itinerary, letters and directions features allow the hotel’s concierges—in the lobby and at the concierge level—to efficiently manage their daily tasks. According to Jason Boyer, assistant front office manager at the property, GoConcierge is a tremendous improvement when compared to the manual, paper-based system that was in place prior to implementing GoConcierge in February this year.

“We were using log books to track transactions,” Boyer says. “We found ourselves doing double entries—for the customer and for the log book. It was difficult to make the time to enter every reservation. It was also difficult to retrieve information. We had to go from page to page and it was sometimes difficult to decipher handwriting. The handwritten information we gave to guests was less than professional. We needed something to take us to another level and GoConcierge has been able to do that for us.”

Faster & More Efficient Service

Prior to implementing GoConcierge, there was often a line of 15 people waiting for assistance, and that was with three or four concierges on duty. With the same number of associates and GoConcierge, Boyer says they never see more than three or four people waiting in line.”

“That is due to the efficiencies GoConcierge provides,” he says.

“Business travelers, including convention goers, are demanding guests and always in a hurry,” says Adam Isrow, Executive Vice President of “It is rewarding to see that GoConcierge has had such a positive, immediate impact at a hotel as busy as the San Francisco Marriott.”

Concierges at the hotel use GoConcierge’s online Guest Task Calendar to log and track guest requests and other tasks. With just a few clicks, these can be entered and located. The calendar is color coded, which makes it easy to highlight open, pending and closed tasks. Because a history of each guest’s request is stored in GoConcierge, it is easy to generate itineraries. These can be printed or e-mailed in a matter of seconds along with a personalized confirmation letter on stationery that includes the hotel’s logo. Point-to-point directions and maps also can be generated easily. This is important because guests often ask for directions to Napa Valley, or for walking directions.  

“To be able to make a reservation and print a confirmation in a matter of seconds is important,” Boyer says.

A customized location database within GoConcierge enables the hotel’s concierges to quickly identify area restaurants and attractions. Comments can easily be added to each location’s profile. Links on the GoConcierge screen take users to websites such as Super Shuttle and Open Table, and to documents that can be printed or e-mailed to guests immediately.

“With the thousands of restaurants in San Francisco, and the constant opening and closing of restaurants, our associates can feel confident that the information is timely and accurate,” Boyer says.

Staff Communication Improves
Having a common view of daily tasks has helped to unify the concierge team.

“Our associate satisfaction levels have increased dramatically because of the ability to communicate more effectively,” Boyer says.

“It has been an incredibly efficient tool to help us do our jobs better,” adds Adelia Cott, a concierge at the hotel. “A lot of our guests are conference goers and business people. They have high expectations for technology, especially here in San Francisco. They expect us to be online and to provide fast service.”

“I have been a fan of GoConcierge for a long time,” says Dan Callahan, concierge at the San Francisco Marriott and a Les Clefs d’Or member. “The feature that really struck me was the way it improved communication at the desk. It did so to the benefit of our guests. No guest request falls through the cracks. It is also environmentally beneficial because we use less paper. Guest service is faster and friendlier. Everything about it makes us and our guests happier.” 
From a management standpoint, Boyer says GoConcierge helps him with his scheduling. GoConcierge reports provide a comprehensive update of staff activity and productivity and help him justify staffing levels.

Boyer, who says GoConcierge is user-friendly and easy to learn, is currently reviewing how it can be utilized in other hotel departments.

“We are very excited about its growth potential, and highly recommend it to any other hotel interested in elevating the guest experience.”

“Like our hundreds of other hotel customers, the San Francisco Marriott is benefiting from GoConcierge by adding efficiencies to operations, improving staff communication, and enhancing the guest experience,”’s Isrow says. “We are proud to know that GoConcierge has made such an important difference.”
About the San Francisco Marriott: 

The 1,498-room San Francisco Marriott rises 39 stories into the sky in downtown San Francisco. Just south of Market Street, this San Francisco convention center hotel is situated across the street from the Moscone Center and is steps away from the city’s top attractions, including the historical cable cars, world class shopping on Union Square and Westfield’s San Francisco Centre featuring Bloomingdale’s. With 115,000 square feet of flexible meeting and banquet space, including 62 meeting rooms, the San Francisco Marriott is the premiere destination for both corporate and social events. Go to or call (415) 896-1600 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 approximately 500 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

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

Also See: Fort Lauderdale Grande Hotel and Yacht Club Adds Efficiencies to Multiple Departments with Help of GoConcierge; Guest Experience Enhanced with Web-Based System / April 2008
Personalized Luxury Made Easy at Grand Hyatt Atlanta in Buckhead;’s Total Operations Solution Implemented Across Multiple Departments / November 2007
Hyatt Regency Chesapeake Bay Golf Resort, Spa and Marina Embraces GoConcierge; Web-based System Implemented Across All Departments of 400-Room Property / July 2007 Set to Debut Newest Features at HITEC; OPERA Interface, Inventory Tracking, Digital Signature Storage Highlight Enhancements / June 2007
GoConcierge Makes it Easy for Joie de Vivre Hotels to Create Special Experiences; Web-based System Powers Company’s Dream Maker Program / June 2007
Pan Pacific Seattle’s Personalized Service Style Made Easy with Help of GoConcierge; Web-based System Adds Efficiencies to Guest / February 2007
GoConcierge Helps Luxurious InterContinental Boston Deliver Five-Star Service; Hotel on Historic Waterfront Adds Multiple Efficiencies to Operations / January 2007
Guest Satisfaction Soars at Hyatt Regency Hill Country Resort and Spa with Help of Web-based GoConcierge Application; eConcierge Interface Enables Staff to Seamlessly Process Pre-Arrival Requests / November 2006
Guest Service Enhanced at the Kahala Hotel & Resort With Help of GoConcierge; Work Flow Efficiencies, Improved Service Time Benefit Legendary Honolulu Hotel / July 2006
GoConcierge Helps Keep Guest Service on the Right Track at InterContinental The Barclay New York / March 2006
Concierge Service Peaks at St. Regis Resort, Aspen with Help of GoConcierge / January 2006
GoConcierge a ‘Hit’ at Boston’s Luxury Boutique NINE ZERO hotel; Guest Service Team Abuzz About Efficiencies Added by Web-based Solution / October 2005
Guest Service Crests at the Hyatt Regency Huntington Beach Resort and Spa With the Help of GoConcierge / August 2005
GoConcierge Enhances Customer Service at Omni Hotels / June 2005
Houston’s St. Regis Hotel, a AAA Five Diamond Award Winner, Adds Efficiencies to Concierge Operations, Sparkle to Guest Service with GoConcierge’s Web-based Solution / April 2005 Announces Asia Expansion; Six Leading Hotels Install Company’s Industry Leading, Web-based Concierge Solution / April 2005
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’s Web-based Solution / February 2005
Guests Get Royal Treatment at the Don CeSar Beach Resort, a Loews Hotel; Concierge Operations Shine with Help from’s Web-based Solution / December 2004
Guest Service Reaches New Heights at San Francisco’s Westin St. Francis Thanks to’s Web-based Solution / September 2004
Sheraton San Diego Hotel and Marina Strengthens Service Promise, Improves Concierge Operations in 10 Important Ways With’s Web-based Solution / Aug 2004
Hawaii Prince Hotel Waikiki and Golf Club Energizes Aloha Attitude, Transforms Concierge Operations With’s Web-based Solution / June 2004 Defies the Odds, Doubles Client Base to More than 100 in One Year; Boca Raton Resort & Club, InterContinental Mark Hopkins are Latest to Adopt Web-Based System / April 2004
Mandarin Oriental, New York Implements GoConcierge, Provides Concierge Team with Technology it Needs to Deliver Five-Star Service Quality / March 2004
The Fairmont San Francisco Embraces Technology, Goes Paperless and Enhances Concierge Operations With’s Web-based Solution / January 2004
Using Web-based GoConcierge, Three Leading Hotels Transform Concierge Operations, Take Customer Service to New Heights / November 2003
Concierges Bid Goodbye to Clutter, Hello to Efficiency — Thanks to’s Web-based Solution / September 2003

To search Hotel Online data base of News and Trends Go to Hotel.Online Search

Home | Welcome! | Hospitality News | Classifieds | Catalogs & Pricing | Viewpoint Forum | Ideas/Trends
Please contact Hotel.Online with your comments and suggestions.