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Historic Hudson Valley bed and breakfast, Buttermilk Falls Inn, has selected ALICE’s staff communications platform to improve employee communication and coordination across the 75-acre estate. ALICE is the hospitality industry’s leading operations technology, connecting every department of the hotel with one platform for all staff communication and guest requests. ALICE recently acquired concierge software provider GoConcierge to augment its technology and customer service offering. 

Although the Buttermilk property had modernized and expanded its offering many times since erection of the main inn building in 1764 (recent additions include a world-class spa, a renowned farm-to-table restaurant, more accommodations, and a popular event space), improvements to the Inn’s technology infrastructure had not kept pace. Prior to implementing ALICE, the Inn’s staff relied primarily on walkie-talkies to relay tasks and updates to one another. Not only were there often not enough walkie-talkies to go around, but the property’s vast size and topography (a mix of elevations and trees) made communication by walkie-talkie unreliable. Other ways of communicating guest requests and keeping records, like verbal communication (which was easily forgotten) and paper logs (which could be lost or not consistently updated) were similarly fallible. An ailing Property Management System made matters even worse. 

Now, with all staff departments using ALICE, communication and task management at the Inn has improved substantially, says CJ Hartwell-Kelly, Buttermilk’s General Manager. These improvements are evident in the level of service the Inn can now provide its guests, she adds. ALICE is ideal for her property, she tells us, because despite only having 18 guest rooms, the Inn has a large staff (upwards of 100 during peak season) and a substantial number of facilities under management that were previously difficult to align without such a robust communications toolset. (These facilities, befitting of this rural idyll, include an organic kitchen garden and orchard, aviary, apiary, working farm, and livestock barns for the Inn’s animal rescue activities.)

ALICE has additional benefits for Buttermilk beyond aligning staff on property. The Inn happens to own its own laundromat off-site, and Hartwell-Kelly is pleased that she can now coordinate laundry pickups and dropoffs at both locations through ALICE, thereby streamlining necessary oversight. The GM and her staff also appreciate ALICE for its ability to carve out paper waste and unnecessary printing, which aligns with Buttermilk Falls’ commitment to sustainable practices. “ALICE has helped us in all the ways I expected it would and more,” says the GM.

About ALICE

Manage staff work and guest communication across departments with the ALICE operations platform. By joining all of the departments of your hotel with a single platform, ALICE helps your staff act as a team to provide consistently excellent service. ALICE’s main product - ALICE Suite - brings together your front office, concierge, housekeeping, and maintenance teams, and connects your guests to your hotel with our app and text messaging tools. The ALICE platform is also available as specialized software and mobile applications for your staff (ALICE Staff), your concierge (ALICE Concierge) and your guests (ALICE Guest). Each module can be integrated with your PMS and third party management systems. ALICE’s partners include 3-5 star independent and managed hotels, hotel groups, residential condominiums, serviced apartments, vacation rental companies, and concierge companies looking to provide exceptional service through mobile staff technology and guest communication channels. Third-party service providers also leverage the ALICE API. ALICE was founded in 2013 by Justin Effron, Alex Shashou, and Dmitry Koltunov, and has raised $39M to date.

Contact: Lola Feiger

lola.feiger@alice-app.com / 6178177251

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