Hotel Online  Special Report

Even in Tough Economy, Guest Satisfaction Remains Rock Solid
at InterContinental San Juan Resort & Casino
Web-based GoConcierge Helps Keep Operations Efficient, Consistent   


SAN JUAN, P.R.— May 14, 2009 — Hearing from guests who have stayed at the InterContinental San Juan Resort & Casino in years past is a common experience for the concierge team at the luxurious hotel on Isla Verde. When one guest called chef concierge Jossell Louie Velázquez recently and asked if he could track down the name of the restaurant where she dined during her previous visit several years ago, it took him just seconds to find out. How? The guest’s original request was stored in GoConcierge, the Web-based system used then and now to track all guest requests at the resort. The guest was “shocked” that he could access the information so quickly, Velázquez says.

Being able to easily log and track requests is the norm thanks to GoConcierge’s Guest Task Calendar. GoConcierge, the lodging industry’s leading guest service operations system, is produced by Los Angeles-based The software’s color coded system makes it easy to highlight open, pending and closed tasks. With just a few clicks, these can be entered and located. Ease of use is incredibly important at the busy resort where, Velázquez says, the “phone never ceases to ring.”

“We used to have a log book that every concierge used,” explains Velázquez, a Les Clefs d’Or member. “Items were sometimes overlooked. Everybody had their own system for tracking tasks. It was very inconsistent. Thanks to GoConcierge, we have been able to standardize our task tracking system. As an information tool it is easy to use and accessible. It enables us to provide better service. It helps guarantee that a task will be completed. For communicating between departments, it is a great tool.”

“During this difficult time in the economy, it is encouraging to know that GoConcierge is able to add efficiencies and make it easier to provide a consistent high level of service,” says Adam Isrow, Executive Vice President of

Multiple Departments Use GoConcierge

GoConcierge is used by the four concierges who work at the resort’s one concierge station. It is also used by spa associates, security and PBX personnel. At the full-service spa, the system is used to log and track reservations. Security staff use GoConcierge to track incoming and outgoing packages and also for lost and found items. The resort’s PBX operators also have access to GoConcierge for entering guest requests during off hours or busy periods.

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 resort’s logo. Point-to-point directions and maps can also be generated easily. A customized location database within GoConcierge enables associates to quickly identify area restaurants and attractions. “Hot buttons” on the GoConcierge screen link to frequently used websites—Google, local attractions, or Open Table, for example.

“Our guests are impressed by how quickly we can respond to their requests,” Velázquez says.

“GoConcierge has simplified our operational needs in the area of customer service,” says Sharon Kilmartin, general manager at the InterContinental San Juan Resort & Casino. “It has assisted us in guaranteeing customer satisfaction.”

A Competitive Advantage

“The InterContinental San Juan Resort & Casino is demonstrating how Web-based technology can transform how a resort operates,”’s Isrow says. “Having access to a tool like GoConcierge is critical in today’s competitive economic environment. It makes operations more efficient. At the end of the day, guests are more satisfied with the level of service they received and resort associates know no task has gone unfinished.”

Nearly five years after first using GoConcierge, Velázquez remains a strong proponent of the system.  

“It guarantees that the level of service is to the guest’s expectations and is a constant reminder of every internal or external request,” he says.

About the InterContinental San Juan: 

Intercontinental San Juan Resort & Casino features 402 newly renovated luxurious guestrooms with breathtaking ocean or city views. The resort offers fine dining restaurants with international cuisine. Recreational activities and amenities include a lagoon-shaped swimming pool with cascade, a full-service Spa and Fitness Center, 8,500-square-foot casino, and daily activities and evening entertainment. The resort features 18,000 square feet of meeting space for up to 600. Intercontinental San Juan is located on Puerto Rico’s north coast in Isla Verde on two miles of pristine white sand beach, just minutes from Luis Muñoz Marin International Airport and is a AAA Four-Diamond resort. For more information, call (800) 468-9076, or click here.

About InterContinental Hotels & Resorts:

With a worldwide portfolio of more than 150 hotels in 65 countries, InterContinental Hotels & Resorts has been welcoming frequent international travelers for more than half a century. A pioneer in the development of the hotel industry, InterContinental properties successfully blend consistent global standards with the distinctive cultures of their locations to deliver a truly authentic and local experience. For additional information and reservations, 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 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: Hyatt Regency Mission Bay Spa and Marina Sees Improvement in Service Scores Thanks to Efficiencies Added by GoConcierge; Web-based System Makes it Easy to Implement 'We Care' Program / March 2009
Providing Consistent High Quality Service in Challenging Economy No Obstacle at Hilton Anaheim; GoConcierge Adds Efficiencies, Helps Drive 10 Point Jump in Guest Satisfaction / February 2009
InterContinental Wien Adds Efficiencies to Seven Departments with Help of GoConcierge; Guest Experience Enhanced with Web-based System / November 2008
Six Destination Hotels & Resorts Properties Streamline Guest Service Operations with GoConcierge; Web-Based System Adds Efficiencies to Multiple Departments / October 2008
San Francisco Marriott Adds Efficiencies to Busy Concierge Operations with GoConcierge; System Has Immediate, Positive Impact on Guest Experience / September 2008
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.