Close

Cart

Total $0.00

Checkout

ALICE interviews concierge Patrick Trevor on his thoughts on technology in the hospitality industry, providing the best recommendations, and how he creates everlasting memories for guests staying at Mr. C Seaport.

How did you get into the concierge profession?

I started doing concierge work before I even knew what a concierge was. When I was 12, I began volunteering at the local high school and cultural center, providing different recommendations to visitors who came through. After school, I started in the service industry in restaurants, working my way up from dishwasher, to line cook, to kitchen manager. From there, I decided to make the transition to the other side of the service industry - hotels. When I was working as a bellman at Smyth a Thompson Hotel, I received a rare opportunity to fill a vacant spot on the concierge team. I continued to grow my concierge experience there until Mr. C Seaport, a Cipriani family owned hotel, opened and they selected me to be a part of their opening team.

What keeps you interested in hospitality?

I have an unhealthy obsession with food, music, and Broadway shows, and I have a really big passion for recommending fun and unique activities to not only the guests that stay at Mr. C Seaport, but to my friends and family as well. So when I leave work for the day, my job is not done, I am always on the hunt for the newest restaurant, the coolest music venue, and the most anticipated Broadway shows.

How do you keep current with your recommendations?

Other than my concierge associations, which is a great way to gain local insights, I am a professional member of the James Beard Foundation. My membership allows me to attend different culinary events around New York City, sample different chefs, and rub shoulders with other foodies and restaurant leaders.  During these events, I always try to get the inside scoop from the attendees on the newest and best restaurants at the current moment. Beyond that, sometimes the best way to get recommendations is hitting the New York City pavement yourself and discovering new experiences.

For a novice front agent who may not be the most comfortable making suggestions, it’s nice to have platforms such as like ALICE that can help them recommend a wonderful, unknown speakeasy within seconds, rather than the dive bar down the street with overpriced drinks.

What the best and most challenging thing about being a concierge?

I know this may sound contradicting, but sometimes the best and most challenging thing about being a concierge is the same thing. For example, a few weeks ago we had a family staying at our hotel and unfortunately the daughter was battling a critical illness. Our team was notified about the situation before the family arrived and wanted to help make her dream trip to New York a reality. So every day, our team did something special for them. We delivered fruit and breakfast pastries to their room, another day we provided complimentary food for our in-house restaurant, we even a got robe embroidered with their names as their parting gifts. Creating these precious moments for our guests is the most rewarding feeling, but on the other hand, you have to understand some guests will have limited time to relive the memories they create at our hotel, so we try to make it as special as possible at the moment.

What do you think of the impact of technology on the profession?

I’m not against technology, but I think the hospitality industry lies in the service, and when you start replacing people with computers you lose the genuine people-to-people feeling.

With that said, hotels are hectic, and technology can help us do our jobs more efficiently and increase our productivity. Technology helps eliminate the phrases “One moment please” or “We will get right back to you” from our staff’s vocabulary. It’s crucial in helping us find the correct answer, right on the spot.

About ALICE

Manage staff work and guest communication across departments with the ALICE operations platform. By joining all the departments of your hotel onto a single operations platform for internal communication and task management, ALICE helps your staff act as a team to provide consistently excellent service.

Since the company was founded in 2013, ALICE has gained serious traction in the industry working many of the world's leading hotel brands, including Two Roads Hospitality, Dream Hotel Group, Grupo Posadas, SIXTY Hotels, NYLO Hotels, and Leading Hotels of the World. The company acquired concierge technology provider GoConcierge in 2017. For more information, visit https://www.aliceplatform.com/.

Contact: Kayla Rowen

kayla.rowen@aliceplatform.com / 6054306480

Related News

South Congress Hotel Graduates From Google Hangouts to Software Optimized for Staff Communication and Task Management

Bahia Hotel & Beach House Takes Service and Operations From 'Great to Excellent'

ALICE Sweeps the 2019 HotelTechAwards

Getplanning, by Cendyn, Launches To Do Lists, a New Feature to Keep Hoteliers on Top of Their Tasks

New Research Finds a Majority of Hotel Guests Rank Unfriendly Staff as Most Frustrating Part of Their Stay

How Viceroy Los Cabos Creates an Immersive Guest Experience

ALICE Announces the Appointment of Alissa Hendel as Senior Vice President for Strategic Partnership and Brands

ALICE Celebrated As the #1 Best Place to Work in Hotel Tech 2019

NIZUC Resort & Spa Selects ALICE to Enhance Guest Satisfaction and Achieve Operational Excellence

Beekeeper and ALICE to Host Employee Engagement Webinar

Award-Winning Perry Hotel Always Has ALICE at Their Fingertips

Sabre Signs Technology Agreement with ALICE to Offer Rich Suite of Additional On-Site Hotel Operations Capabilities to its Sabre Hospitality Solutions

Intelity and ALICE, Forbes Travel Guide Brand Officials, Announce Integration and Partnership

ALICE Co-Founder and President Alex Shashou Awarded as “Next Gen Leader” by the Hospitality Media Group

How to Effectively Communicate With Unionized Labor

Adding More “Tech” to Tech-Savvy YOTEL Boston

Hoteliers + Non-Desk Hotel Workers to Benefit From Beekeeper's $13 Million 'Series A' Extension

Nordic Choice Hotels Eliminates Siloed Systems While Improving Hotel Operations and Enabling SMS Communication Between Their Guests and Hotel Staff

ALICE and the Government of Puerto Rico Create the Ultimate Traveler’s Experience Platform: “My Puerto Rico” Redefines Hospitality and Elevates the Visitor’s Experience

ALICE Creates Eye-Opening Insights to Housekeeping Operations for Hotel Wailea

All News »

Please login or register to post a comment.