News for the Hospitality Executive
and Spa to Deliver Memorable Guest Experiences
Web-based System Adds Efficiencies to Concierge Task Tracking Processes
LAS VEGAS— August 17, 2010 —Throughout his career, Daniel Entenberg, director of operations at Las Vegas’ Palms Place Hotel and Spa, has learned one very important lesson: recommend and use Web-based GoConcierge wherever he works. “We are a full-service hotel in a city that never sleeps,” Entenberg says. “The volume of requests we get on a daily basis is high. GoConcierge plays an integral role in allowing us to manage those requests efficiently. It eliminates manual processes and allows us to more easily create memorable experiences for our guests.”
Produced by Los Angeles-based GoConcierge.net, GoConcierge is the lodging industry’s leading guest service operations system.
“It is rewarding to see GoConcierge selected time and time again—this time by the luxurious Palms Place Hotel and Spa,” says Adam Isrow, Executive Vice President of GoConcierge.net. “Our team has worked diligently to provide a solution that can benefit many parts of a hotel operation. GoConcierge is having a positive impact on this hotel and is helping them to provide an exceptional and consistent service experience.”
The Palms Place Hotel and Spa at the Palms Casino Resort is a condominium hotel with both guests and owners. GoConcierge is available for concierges at two terminals in the lobby of the hotel and also in an office where it is used as part of the property’s Inner Circle Lounge—a concierge service for condo owners. GoConcierge has been in place since the hotel’s opening in early 2008.
Guest Task Calendar Adds Efficiencies
The concierge team at the hotel uses GoConcierge’s online Guest Task Calendar to log and track guest and owner 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.
“GoConcierge allows us to store a history of each guest’s requests,” Entenberg says. “If a restaurant reservation was made for a guest through GoConcierge during a previous visit, we can go back to that guest’s profile and remind him of that restaurant’s name and location.”
GoConcierge is used to log housekeeping, maintenance, and room service requests. “Owners will call the Inner Circle Lounge to have their rooms cleaned,” Entenberg says. “When they have to schedule repairs, their requests are also logged in GoConcierge. We run reports from GoConcierge for our housekeeping and engineering departments. Room service requests are also logged and a report is run to see what amenity drops are scheduled for the day.”
Reports from GoConcierge allow Entenberg to know what times of the day are busiest; this allows him to schedule his staff when they are needed most.
A Database to Depend On
A customized location database within GoConcierge allows concierges to quickly identify area restaurants and attractions. Hot links on the GoConcierge screen take users to websites visited most often. “If a guest wants to eat at an Italian restaurant, we can quickly pull up a list of options,” Entenberg says. “When we submit a request to GoConcierge for a new location to be added, it is added to the database on the same day.”
Entenberg adds that GoConcierge keeps “everyone in the know” in communication with one another. In addition to his concierge team, front desk associates also have access to GoConcierge to confirm information for guests.
His positive experience working with GoConcierge.net has led Entenberg to select GoConcierge wherever he works.
“They are pioneers and focused on the entire guest experience,” he says. “They are always willing to help and assist in a fast and timely manner. It is great to see their capabilities grow over time.”
“Having someone like Daniel as a supporter of GoConcierge is gratifying,” Isrow says. “It assures us that we are consistently doing our job of adding operational efficiencies to concierge and other departments in a hotel.”
About the Palms Place Hotel and Spa at the Palms Casino Resort:
The Palms Place Hotel and Spa at the Palms Casino Resort offers guests a major destination getaway with the exclusive atmosphere of a boutique hotel. Owned by the Maloof family, the 599-room property includes accommodations, available for purchase or rent, ranging from studio and one-bedroom suites to penthouses. The lavish Drift Spa is home to the city’s first Hammam, a co-ed Turkish bath. The property also includes LA Sunset Tan, a full service salon by renowned color specialist Michail Boychuck, a fitness center, and Rojo Lounge—a stunning lobby bar. Celebrity chef Kerry Simon’s Simon Restaurant and Lounge overlooks the pool. Guests at Palms Place have access to 24-hour room service, covered valet parking and doorman service, a business center and all the traditional hotel amenities. The property has convenient access to all the offerings of the Palms Casino Resort—like the Moon Nightclub and Playboy Club, Pearl Concert Theater, restaurants, movie theaters and 95,000-square-foot casino—via an elevated, enclosed moving walkway called the Skytube.
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 GoConcierge.net, go to www.goconcierge.net/home or call (818) 263-8993.
Executive Vice President
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