Hotel Online
News for the Hospitality Executive


Terranea Resort Experiences Increased Guest Satisfaction
with the Help of GoConcierge

Web-based Application Adds Efficiencies to Multiple Departments
RANCHO PALOS VERDES—July 16, 2012—Terranea, L.A.’s Oceanfront Resort, a world-class property located on the Palos Verdes Peninsula in Southern California, is delivering top-level service to its guests with the help of web-based GoConcierge, the lodging industry’s leading guest service operations system.

Terranea, which has seen its guest satisfaction scores increase since opening three years ago, is the ninth Destination Hotels & Resorts property to implement GoConcierge, an application produced by Los Angeles-based The others include the Royal Palms Resort and Spa, Paradise Point, The Gant, Vail Cascade, InterContinental Tampa, Wild Dunes Resort, The Driskill Hotel, and Stowe Mountain Lodge.

“It’s exciting to see a world-class resort like Terranea benefiting from GoConcierge and to know that our technology is helping them achieve the high level of service they strive to provide,” says Adam Isrow, Executive Vice President of “We’re impressed by the utilization of the application by the resort and the many ways the various departments are finding ways to add efficiencies to support their needs and ultimately deliver guests the high level of personalized service the resort is recognized for.”

User-friendly Features

“Multiple departments including concierge, catering, and all front-line staff are benefiting from the operational efficiencies that the GoConcierge software provides,” says Agnelo Fernandes, Vice President of Sales and Marketing at Terranea Resort. “This helps us deliver our service pledge consistently.”

Of note is Terranea’s Pointe Discovery activity center. “We implemented [GoConcierge] shortly after we opened,” says Marissa Edwards, Director of All Things Fun and head of the Pointe Discovery. “It is incredibly user-friendly and can be used as an activity booking tool, to track packages, to send messages to guests, and in many other ways.”

Up to five concierges use GoConcierge at any one time but resort-wide there can be as many as 20 people using the system simultaneously.

Using GoConcierge’s online Guest Task Calendar, associates in multiple departments can log and track guest and other requests and tasks quickly and easily. 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 for the guest. Point-to-point directions and maps also can be generated quickly and the directions tool is much faster than Google Maps, according to Edwards.

“With 582 guestrooms and suites, the resort has a high volume of guests, which leads to a lot of requests—from arranging a variety of special activities to booking rental cars,” says Fernandes. “With GoConcierge, we are able to keep an editable record of each guest’s request, which allows us to maintain the high level of service our guests are accustomed to. Overall, this helps us improve our brand reputation and gives us more personal face time as we interact with our guests.”

Text Messaging & Transportation

GoConcierge’s text messaging option in the Calendar is another feature that is frequently used to help provide immediate and easy communication between the concierge and guests. Concierges can use the calendar to send instant messages up to 160 characters in length to guests via their cell phones. When a guest responds to the text message, it automatically appears in the Calendar as a flashing message to alert the concierge so they can quickly respond and handle the request.

“The text feature has become incredibly useful, especially for our transportation partners—limousine service as well as taxis,” adds Edwards.

Buttons on the GoConcierge screen link directly to frequently visited sites. A customized location database within GoConcierge allows concierges to quickly identify area restaurants and attractions.

Edwards says she runs reports using GoConcierge for amenities that need to be delivered, transportation reports, activity reports, and package reports for incoming and outgoing packages. Overall GoConcierge helps her concierge team multi-task more easily.

The GoConcierge team has been instrumental in helping associates at the resort utilize GoConcierge as efficiently as possible. “When we have had questions, the response time has been fantastic,” Edwards says. “We feel like they are always at our fingertips. They have helped us use the software to its full potential.”

“Like many of our customers, Terranea has discovered that GoConcierge is much more than an application for the concierge department,”’s Isrow says. “It can be a total operation solution to unify communication, remove inefficiencies from operations, improve guest satisfaction, and personalize the guest experience.”

About Terranea, L.A.’s Oceanfront Resort:
Terranea, L.A.’s Oceanfront Resort, is magnificently poised above the Pacific Ocean on the Palos Verdes Peninsula and located 20 miles south of Los Angeles International Airport. Terranea Resort is owned by a joint venture comprised of Lowe Enterprises and JC Resorts and managed by Destination® Hotels & Resorts. The property boasts 582 rooms including a 360-room hotel with 32 suites, 20 bungalows and features 50 oceanfront three-bedroom casitas and 32 ocean view three-bedroom villas. Resort amenities include The Links at Terranea, a nine-hole par three golf course; The Spa at Terranea, a 50,000 square-foot oceanfront spa, fitness center and Café; and three unique swimming pools, one with children’s play area and a 140-foot waterslide. Four ocean view restaurants offer a variety of food and beverage experiences including Catalina Kitchen for casual, all-day dining; mar’sel, the free-standing signature restaurant; the new Asian-inspired bashi; and Nelson’s, a cliff-side restaurant and bar with vantage points for whale watching. Terranea’s conference and meeting facilities include 135,000 square feet of indoor and outdoor meeting and event space. For more information, call (866) 802-8000.

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 over 500 hotels and businesses in more than 40 countries spanning five continents around the world. 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

Receive Your Hospitality Industry Headlines via Email for Free! Subscribe Here  

To Learn More About Your News Being Published on Hotel-Online Inquire Here

Also See: The Stafford London by Kempinski Exceeds Guest Expectations with Help of GoConcierge; Web-based Application Adds Efficiencies to Concierge, Other Departments / February 2012 Releases iPad App for Web-based GoConcierge Software; New Application Transforms Presentation of Information to Guests / June 2011

Park Hyatt Aviara Resort Maximizes GoConcierge’s Potential with Property-wide Rollout; Multiple Departments Deploy Web-based Software to Elevate Guest Experience / March 2011

Guest/Staff Communication Made Easy with GoConcierge Text Messaging; An Efficient Way to Confirm Appointments, Room Readiness / March 2011

JW Marriott Hotel Los Angeles at L.A. LIVE Goes ‘Live’ with GoConcierge; Web-based System Adds Efficiencies to Concierge Operations / December 2010

Toronto Yorkville Hotel Joins 20 Other InterContinental Properties in Benefiting from GoConcierge; Web-based System Adds Efficiencies to Guest Service Operations / November 2010

GoConcierge Makes it Easy for Las Vegas' Palms Place Hotel and Spa to Deliver Memorable Guest Experiences; Web-based System Adds Efficiencies to Concierge Task Tracking Processes / August 2010 Celebrates Decade of Adding Efficiencies to Guest Service Operations; Company Tops 500 Installations in More Than 35 Countries / June 2010

Efficiency Made Easy at Luxurious Red Rock Casino, Resort and Spa; GoConcierge Transforms Operations Within Multiple Departments / May 2010

Luxurious Jumeirah Carlton Tower 'Revolutionizes' Concierge Operations; Web-based GoConcierge Makes it Easy to Deliver Personalized Experience / March 2010

Bacara Resort & Spa Maximizes Potential of GoConcierge; Web-based System Adds Efficiencies to Multiple Departments of Luxury Property / January 2010

Concierges Bid Farewell to Log Books at The Dorchester; GoConcierge Makes It Easier to Provide Efficient, Personalized Luxury Service / July 2009

Even in Tough Economy, Guest Satisfaction Remains Rock Solid at InterContinental San Juan Resort & Casino; Web-based GoConcierge Helps Keep Operations Efficient, Consistent / May 2009

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 | Ideas/Trends
Please contact Hotel.Online with your comments and suggestions.