The hotel’s General Manager was initially skeptical his staff would switch to ALICE, but, after seeing the system’s utility over pen and paper, they’ve taken to it with verve.
Prior to adopting ALICE in the summer of 2016, Celebration Suites ran its operations with a paper-based system. For a 550-key operation spread across 21 acres, this added an onerous amount of reporting to staff activity, with the result that logs were often incomplete and overlooked. This occasionally led to confusion behind-the-scenes, compromising guest service. Indeed, the hotel’s staff quickly saw the value of bringing request management online, with the improved organization, transparency, and accountability that comes in so doing.
Kissimmee’s Celebration Suites has a number of characteristics that make ALICE a particularly good fit. The property is vast – 550 guest suites across more than 20 buildings and 21 acres – with staff using golf carts and radios to communicate with one another. By logging guest requests and internal messages into ALICE on their mobile devices, staff can now communicate with one another seamlessly throughout the property. Because Celebration Suites recently upgraded their WiFi – not just in the guest suites, but in the staff quarters too – it means mobile devices running ALICE function better than radios!
As a limited service hotel, Kissimmee’s Celebration Suites runs with a team of staff much smaller than hotels of comparable size. And, with its proximity to Disney World, Universal Orlando, and SeaWorld, the hotel averages a 90% occupancy rate. This means the hotel’s staff have to work with incredible economy in servicing their guests. Now, with the efficiencies brought to its operations by ALICE, the hotel’s staff can deliver its guests an intimate and attentive hospitality experience, despite the challenges the property’s size presents.
Brian Wong, Celebration Suites’ General Manager, immediately saw the value of ALICE when it was first demoed to him, but had reservations his staff would switch from the paper-based system they’d run the hotel with for years. That skepticism has been allayed. The staff’s average response time to requests is down by 45%, with 67% of issues responded to in under 11 minutes. Moreover, the team’s completion time on outstanding issues has been reduced by 32%, which has afforded them more flexibility to proactively assist guests.
Mr. Wong attributes some of these gains to ALICE’s usability; the simplicity of the technology’s user interface meant adoption was quick, regardless of his staff’s level of comfort with technology. He also praises ALICE’s support team for setting his team up for success: “The experience of working with ALICE has been resoundingly positive – we’re very pleased with the company’s customer support,” Mr. Wong says.
Alex Shashou, ALICE’s co-founder and President, says Kissimmee’s Celebration Suites is an exemplary ALICE client: “With more that 10,000 packages held and delivered for guests in the last seven months, and close to 1,000 housekeeping and 1,000 maintenance tickets logged in the system, it’s is truly incredible how hard the team at Celebration works to operate the property. We’re so pleased we can work with them to help improve guest satisfaction and provide fantastic hospitality.”